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- Tasks: Help clients adopt SaaS solutions through onboarding and support.
- Company: Join MaxContact, a leader in customer success and SaaS solutions.
- Benefits: Enjoy a hybrid work model with opportunities for personal growth.
- Why this job: Make a real impact on client success while developing your skills in a dynamic environment.
- Qualifications: 1+ year experience in SaaS support or implementation roles is required.
- Other info: Office based in Manchester with necessary client visits.
The predicted salary is between 36000 - 60000 £ per year.
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.
Locations
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 CcaaS landscape. Understanding how our solutions work and the common challenges clients face will help you engage effectively during interviews and demonstrate your ability to support customers.
✨Tip Number 2
Highlight any previous experience in customer-facing roles, especially in SaaS environments. Be ready to share specific examples of how you've successfully onboarded clients or resolved their issues, as this will showcase your relevant skills.
✨Tip Number 3
Prepare to discuss your approach to cross-functional collaboration. Since this role involves working closely with various teams, demonstrating your ability to communicate and collaborate effectively will be key to impressing us.
✨Tip Number 4
Research our company culture and values. Being able to articulate how your personal values align with ours can set you apart from other candidates and show that you're a great fit for our team.
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 SaaS landscape and how your experience aligns with the responsibilities outlined in the job description, especially regarding onboarding and customer support.
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 guided clients through similar processes in previous positions.
Prepare for Potential Questions: Anticipate questions related to your experience with CcaaS and SaaS products. Be ready to discuss specific scenarios where you contributed to client success and how you handled challenges during onboarding or support phases.
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 how you contributed to successful outcomes and supported clients during their adoption journey.
✨Demonstrate Cross-Functional Collaboration
Be prepared to talk about times when you've worked with different teams to achieve a common goal. This role requires collaboration across the Customer Success Team and other departments, so showcasing your teamwork skills will be beneficial.
