Employment term: Permanent, Full-time
Salary range: £30-35K for a UK-based CSA. Outside of the UK, salary will be adjusted to reflect local salary ranges
With most businesses embracing new ways of working, we are seeing growing demand for Atlas and it’s our job to ensure that our clients get maximum value from their investment. To that end we have a team of Customer Success Managers (CSMs) who help clients implement Atlas and understand how they will measure success. Now to complement our team of CSMs we aim to build a team of Customer Success Agents (CSAs) who will be responsible for helping our clients get maximum value from Atlas post-implementation.
The CSA role will be core to our success and so we are initially looking for someone with proven experience in a similar role who feels they are ready to step up to build and lead an embryonic team. This is a very exciting opportunity to help shape and expand a new team with full backing from the Senior Leadership Team.
A successful CSA will be highly engaging, both verbally and through writing, be positive and someone our clients genuinely enjoy working with. The role will be a mixture of reactive client engagements when responding to service desk tickets and proactive work offering targeted training to resolve repeat questions and adding to and revising the wealth of resources in our knowledge base, which will be the first port of call for any client trying to understand how best to use Atlas.
The CSAs will be able to escalate tickets to second and third line support resources who will deal with administration-level and technical queries whereas the CSAs will mainly focus on user-level support but will touch on some administration tasks.
We expect each CSA to be able to demonstrate and understand every feature of Atlas and to be able to deliver training on those features.
We are a fully virtual company so we are not limited by geography when looking for candidates but we will need flexibility on working hours to deliver service to clients in the UK, Europe and the US.
We take enormous pride in being as inclusive as possible and promote our ‘One Family’ ethos to everyone who joins our team.
You will report to the service manager but work very closely with the CSMs to ensure a smooth experience from project inception through delivery and post go-live.
You will be able to escalate tickets to second and third-line support teams to deal with more technical issues.
You will be the sole member of the CSA team initially with a remit to create and cement processes and prove best practices. Once the role is settled you will be responsible for recruiting and training additional CSAs to meet client demand and have the opportunity to become the team lead for the CSA team.
Our standard working week is 37.5 hours, Monday to Friday excluding bank holidays. You will be entitled to 25 days paid holiday per annum.
If you have the above experience and/or are currently performing in such a role, then please submit an application and cover letter below and we can discuss further.
ClearPeople is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.