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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 flexible options and a vibrant office culture.
- Why this job: Make a real impact by guiding clients to success and enhancing their experience.
- Qualifications: 1+ year experience in SaaS support or implementation; CcaaS knowledge is a plus.
- Other info: This role involves collaboration across teams and direct client interaction.
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.
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 the features and benefits of our solutions will help you engage confidently with clients 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 queries.
✨Tip Number 3
Showcase your ability to collaborate across teams. Since this role involves working closely with the Customer Success Team, be prepared to discuss how you've effectively worked with others to achieve client success in past positions.
✨Tip Number 4
Prepare for questions about your approach to client care and support. Think about how you would handle common client concerns and what strategies you would use to ensure a smooth onboarding experience, as this will be crucial in your 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, 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 importance of onboarding and customer success in SaaS, and provide examples of how you've contributed to similar projects in the past.
Showcase Relevant Skills: Highlight skills that are crucial for the role, such as communication, problem-solving, and project management. If you have experience with CcaaS, make sure to mention it, as it will strengthen your application.
Follow Application Instructions: Carefully read the job posting and ensure you follow all application instructions. Submit all required documents through our website, and double-check for any specific requirements related to the application process.
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. Talk about your approach to ensuring clients achieve their success outcomes during the onboarding process.
✨Demonstrate Cross-Functional Collaboration
Be prepared to discuss 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.
