Customer Support / Technical Sales Specialist

An opportunity is available to join an exciting and innovative tech start-up. Xergy is creating a disruptive cloud-based work management platform (Proteus) that will simplify the way a business works; enabling greater efficiency and workforce flexibility. It will bring complete reputational transparency to the quality, availability and cost effectiveness of the intellectual resource needs of the energy industry.

We are looking for a highly motivated individual that will deliver the highest level of service to our customers. Your job will be to work closely with customers to ensure they are totally satisfied with the product and services they receive. You will be involved in all aspects of onboarding, customer support, demonstrating the product and educating customers how to get the most of the platform.

Responsibilities of the role

  • Serve as the primary contact for the onboarding of new customers, the training of platform end-users, as well as post go-live support
  • Collaborate with the sales team to set-up the platform as per customers’ requirements and troubleshoot technical issues raised by customers
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
  • Understand customer outcomes by communicating with customers, analyse customer metrics, run satisfaction programmes and gather feedback
  • Have an in-depth understanding of the customer's needs and are responsible for communicating common customer behaviors to the sales, marketing, and product teams
  • Collaborate closely with other team members to support retention and expansion opportunities

Core tasks

  • Provide installation planning and set-up support to new customer
  • Provide change management and business transformation advice to assist with product roll-out
  • Provide advice as to how to set-up the product to meet customers’ needs
  • Work with company Administrators and Super Users to identify and provide user training
  • Provide 2nd line customer support via an online chat (help) application
  • Assist with developing online content to encourage and facilitate product use
  • Design and manage platform data analytics and reporting
  • Interface with the development team to support system enhancements and upgrades
  • Provide 3rd line technical support on client premises; act as interface with the development team

Skills required:

  • Commercial focus and understanding
  • Customer empathy
  • Networking; excellent social skills
  • A good listener who is hungry to learn
  • Analytical and strategic mindset
  • Computer literate, comfortable with technology
  • Excellent verbal, written communication and presentation skills
  • Attention to detail
  • Good organisation and planning
  • Ability to travel and work across the UK
  • Be a brand ambassador for Xergy

Experience Required

Essential

  • Customer support, sales or account management background
  • Working with online business management systems or tech platforms
  • Minimum of 2-5 years working in a b2b environment

Preferred

  • Understanding of b2b project and operational environments
  • Working in tech start-up

Key Interfaces

Internal

  • The role will report directly to the Head of Sales with a dotted line to the Head of Operations
  • UK Sales and Business Development team
  • Technical development team leads

External

  • Customers - sponsors, administrators and super users

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