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- Tasks: Help clients onboard and effectively use our SaaS products through support and guidance.
- Company: MaxContact is a dynamic company focused on customer success in the SaaS industry.
- Benefits: Enjoy a hybrid work model, flexible hours, and opportunities for professional growth.
- Why this job: Join a supportive team that values client success and fosters a collaborative culture.
- Qualifications: 1+ years in SaaS support or implementation roles; customer-facing experience required.
- Other info: Located in Manchester with occasional customer visits.
The predicted salary is between 36000 - 60000 £ per year.
About the Job: Our Adoption team, part of the Customer Success Team at MaxContact, manages the onboarding and configuration of our customers' solutions, proactively assisting and driving adoption. The team supports clients throughout their lifecycle, addressing questions and ensuring successful use of our SaaS products. This role involves Customer Support and Onboarding (Implementation) to ensure clients adopt our solutions effectively and achieve their success outcomes. This is a hybrid role based in Manchester, with necessary customer visits. We are seeking individuals with over 1 year of experience in a SaaS environment, particularly in Support or Implementation roles, with customer-facing experience. Experience with CcaaS, either as a vendor or user, is advantageous.
Key Responsibilities:
- Provide guidance to clients via email tickets, webchat, or phone calls on how to use our SaaS products.
- Support clients during post go-live hypercare activities to ensure successful adoption of high-value features.
- Deliver SMB onboarding projects focusing on delivery and success outcomes, following our Discovery & Design, Build & Configuration, Testing, and Go-live phases.
- Collaborate across the Customer Success Team and the wider business.
- Deliver positive client experiences, measured by survey scores.
Solution Engineer (Adoption) - SaaS (CcaaS) Support / Implementation employer: JR United Kingdom
Contact Detail:
JR United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Solution Engineer (Adoption) - SaaS (CcaaS) Support / Implementation
✨Tip Number 1
Familiarise yourself with our SaaS products and the specific features that drive customer success. Understanding how these tools work will allow you to engage confidently with potential clients and demonstrate your expertise during interviews.
✨Tip Number 2
Highlight any previous experience you have in customer support or onboarding roles, especially within a SaaS environment. Be ready to share specific examples of how you've successfully guided clients through implementation processes.
✨Tip Number 3
Network with current or former employees of MaxContact on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview.
✨Tip Number 4
Prepare to discuss your experience with CcaaS solutions, whether as a vendor or user. Being able to articulate your understanding of this technology will set you apart from other candidates and show your readiness for the role.
We think you need these skills to ace Solution Engineer (Adoption) - SaaS (CcaaS) Support / Implementation
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in SaaS environments, particularly in customer support or implementation roles. Emphasise any experience you have with CcaaS solutions, as this will be advantageous.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about customer success and how your previous experiences align with the responsibilities of the role. Mention specific examples of how you've driven adoption and supported clients in the past.
Showcase Communication Skills: Since the role involves guiding clients through various channels, highlight your communication skills. Provide examples of how you've effectively communicated complex information to customers in previous roles.
Demonstrate Problem-Solving Abilities: Include instances where you've successfully resolved client issues or improved processes. This will show your potential employer that you can handle challenges and contribute positively to their team.
How to prepare for a job interview at JR United Kingdom
✨Understand the SaaS Landscape
Familiarise yourself with the SaaS industry, particularly focusing on Customer Support and Implementation roles. Be prepared to discuss your previous experiences in similar environments and how they relate to the responsibilities of the role.
✨Showcase Your Customer-Facing Skills
Highlight your experience in customer interactions, especially in resolving issues and providing guidance. Prepare examples of how you've successfully supported clients in the past, as this will demonstrate your ability to deliver positive client experiences.
✨Be Ready for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think of specific situations where you had to assist a client during onboarding or post-go-live phases, and be ready to explain your approach and the outcomes.
✨Research MaxContact's Solutions
Take the time to understand the products and services offered by MaxContact. Being knowledgeable about their solutions will not only impress your interviewers but also allow you to tailor your responses to show how you can contribute to their success.
