Solution Engineer (Adoption) - SaaS (CcaaS) Support / Implementation

About the Job

Our Adoption team (part of the overall Customer Success Team) launch our customer’s journey with MaxContact – onboarding and configuring their solutions, proactively assisting and driving Adoption. They are also there to support clients on their Questions throughout the customer lifecycle.

This role will involve Customer Care (Support) and Onboarding (Implementation) and is very important to ensure that our clients are able to adopt our solutions and achieve their success outcomes.

This is a hybrid role, our office is based in Manchester, and customer visits will be necessary.

We have a number of open positions and are looking for individuals with 1 year plus experience in a SaaS business (in Support or Implementation functions) with customer facing roles. Experience of CcaaS, either as a vendor or a user, will also be beneficial.

Key Responsibilities

• Provide guidance to clients answering their questions on how to use our SaaS products. Questions are received from email tickets, webchat or from phone calls, 
• Contribute to Onboarding projects with a focus on post go-live hypercare activities to ensure that clients are supported during this crucial phase and adopting high value add features,
• With training and development be able to deliver SMB Onboarding projects with a focus on delivery and achieving success outcomes. Our Onboarding process involved Discovery & Design > Build & Configuration > Testing & Go-live,
• Cross functional collaboration: across the Customer Success Team and throughout the wider business,
• Deliver positive experiences for our clients, measured in survey scores,