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- Tasks: Support clients with onboarding and configuration of SaaS solutions while ensuring their success.
- Company: Join MaxContact, a dynamic company focused on customer success in the SaaS industry.
- Benefits: Enjoy a hybrid work model with opportunities for personal development and corporate perks.
- Why this job: Be part of a supportive team that values client success and fosters a positive work culture.
- Qualifications: 1+ years in SaaS support or implementation roles; experience with CcaaS is a plus.
- Other info: This role requires occasional customer visits and collaboration across teams.
The predicted salary is between 28800 - 48000 £ per year.
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.
Solution Engineer (Adoption) - SaaS (CcaaS) Support / Implementation employer: MaxContact
Contact Detail:
MaxContact 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 related to CcaaS. Understanding how these solutions work will enable you to answer client questions confidently and demonstrate your expertise during interviews.
✨Tip Number 2
Highlight any previous experience in customer-facing roles, especially in SaaS support or implementation. Be ready to share specific examples of how you've successfully guided clients through onboarding processes or resolved their issues.
✨Tip Number 3
Showcase your ability to collaborate across teams. Since this role involves working closely with the Customer Success Team and other departments, be prepared to discuss how you've effectively worked with others to achieve common goals in past positions.
✨Tip Number 4
Prepare for questions about how you would handle post go-live support. Think of scenarios where you've provided hypercare support and how you ensured clients were adopting high-value features after implementation.
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, particularly in support or implementation roles. Emphasise any customer-facing roles and specific achievements that demonstrate your ability to drive adoption and deliver positive client experiences.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your understanding of the onboarding process and how your previous experience aligns with the responsibilities outlined in the job description.
Showcase Relevant Skills: Highlight skills that are crucial for the role, such as communication, problem-solving, and project management. Provide examples of how you've successfully supported clients or contributed to onboarding projects in the past.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at MaxContact
✨Understand the SaaS Landscape
Make sure you have a solid grasp of the SaaS industry, particularly in relation to CcaaS. Familiarise yourself with common challenges and solutions that clients face, as this will help you demonstrate your knowledge during the interview.
✨Showcase Your Customer Care Skills
Prepare examples from your previous roles where you've successfully assisted customers. Highlight your ability to handle queries through various channels like email, webchat, and phone calls, as this is crucial for the role.
✨Emphasise Onboarding Experience
If you have experience in onboarding or implementation, be ready to discuss specific projects you've worked on. Focus on your role in guiding clients through the process and ensuring they achieve their desired outcomes.
✨Demonstrate Cross-Functional Collaboration
Be prepared to talk about how you've worked with different teams in the past. This role requires collaboration across the Customer Success Team and other departments, so showcasing your teamwork skills will be beneficial.
