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Managed Services Customer Success Agent

Location: Remote
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

ClearPeople delivers its Atlas product to enterprises who need to evolve to thrive in the new world of work. As remote working becomes the norm, it is ever more important to engage employees, help them understand your working practices, access and utilise knowledge. ClearPeople’s Atlas product is the enterprise-class tool that works with and in Microsoft 365 to democratise knowledge and engage employees.

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.

 

Roles and responsibilities

  • Being the first CSA in ClearPeople means that you have the opportunity to help build and evolve a team of CSAs to deliver client success with Atlas. You should be ready to combine hands-on work on our service desk, sometimes supporting our sales team in new bids and also help shape the processes for a growing team.
  • You will be the first port of call for our clients’ users trying to use Atlas to its fullest potential and as such you will need to be able to learn every feature of Atlas, understand how to demonstrate those features and deliver targeted training to our clients. 
  • You should get a kick out of engaging with clients, seeing them overcome challenges with your help and guide them to become positive promoters of Atlas. You should love educating people, be patient and positive.
  • You’ll need to be accountable for your time and for meeting SLAs, so structure and detail are important to the role.
  • Our corporate language is English and this is the language spoken by most of our clients, so excellent spoken and written English is important to ensure your ideas are faithfully communicated and understood.
  • We use Zendesk’s knowledge centre tool and you will be a key contributor to knowledge articles and should help guide clients to valuable content that they can use to overcome issues and educate themselves and their peers.
  • You’ll need to be flexible about working hours as some of our clients work in different time zones and we may need you to adjust working hours to help cover different client office hours. 

Team Structure

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.


Experience

  • A track record of working in a service desk environment, delivering client success services is key. Experience working in a software product company or learning and development company would be a plus.
  • Atlas works with and in Microsoft 365 so it is important that you have experience of Microsoft 365 tools such as Teams, SharePoint, OneDrive and Outlook.
  • Excellent communication skills in English (written & verbal) with the ability to communicate effectively with all levels of employees, clients and suppliers and the ability to relate to people with different backgrounds and cultures. 
  • Trained in client experience techniques.
  • Highly organised with well-developed problem solving, troubleshooting skills.
  • Previous experience with Zendesk will be considered a plus.
  • Demonstrate ability to work both collaboratively and independently with strong attention to detail.
  • Excellent team player

 

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.

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