SaaS Customer Implementation & Support Officer


Premium Job From ISL Recruitment

Recruiter

ISL Recruitment

Listed on

3rd July 2017

Location

London

Salary/Rate

£25000 - £30000

Type

Permanent

Start Date

ASAP

This job has now expired please search on the home page to find live IT Jobs.

SaaS Customer Implementation & Support Officer

Up to £30,000 p/a

Central London

** Chance to work in a small but growing company supplying software as a service to the film industry in the UK and USA with offices in Central London.

** Do you want to work as part of the HQ team in the London office but work with colleagues and partners across the organisation globally?

You will be line managed by the CTO and will be expected to work on a mixture of day to day operational tasks as well as owning some well-defined and longer running projects. However this is a wide ranging role within a small organisation with where an ability to self manage and take initiative is key.

- This will be a very wide ranging job, requiring significant customer contact.

- For implementations the role holder with help co-ordinate the activities of the customer, collection of their digital assets and the work of our technical delivery team through a well-defined process.

- Support activities will cover responding to customer calls and email and working with the technical team to resolve these.

- Opportunities to deliver training and develop and improve self-service support material such as a regular customer newsletter, online help, manuals and FAQs.

They anticipate rapid growth in the next couple of year - there will be SO MUCH opportunity for the successful SaaS Customer Implementation and Support Officer to develop their role within the company as the business expands.

The future scope and possibilities for this role are massive!

The core focus of this post is to help new customers to setup and productively use software products and to help existing customers resolve and issue or problems that they experience.

The role will:

*Act as a point of contact for a customer through their implementation

*Provide training and technical support for customers

*Liaise with the Technical Support / Development teams to scale and track progress on issues

*Support the prioritisation and management of issues and development requests

Key Duties & Responsibilities

Sales & Marketing

*Support set up of evaluation users and pilots for prospective customers

*Assist in the creation of a customer newsletter detailing product development and new functionality. Knowledge of Mailchimp and Basecamp would be desirable

Product Management

*Assist in the collection and documentation of customer requirements and new features for the product set

Technical Delivery

*The company is currently in the process of moving clients from their existing .NET products to an entirely new Ruby on Rails platform. The role will involve supporting clients through this transition using on site training and telephone support

*Provide support in development and execution of test plans for new releases of products

*There is no requirement for engineering skills however the successful candidate will have an understanding and interest in software development.

*Part of the role involves recording bugs and making sure the developers understand exactly what is required to fix them.

Customer Installation

*Provide support and co-ordination of customer installation activities including collection of required data asset, set up of customer environment testing and training.

*Assist in development of training and support materials for customers

*Complete configuration of customer environments and user access

Support & Operations

*Log and resolve where possible any customer support calls or emails escalating these where necessary

*Subscriptions are paid annually, some invoicing and basic payment administration is required

*Assist in improving support material such as FAQs and help pages and communication of best practices and product tips and set up of user groups

*Maintain customer office pages and information websites as required

SaaS Customer Implementation & Support Officer

Up to £30,000 p/a

Central London

ISL (Incite Solutions Ltd) is acting as an Employment Agency in relation to this vacancy.

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