Customer Success Associate - Workwell People Solutions Ltd : Job Details

Customer Success Associate

As a Customer Success Associate at Workwell Outsourcing, you will report directly to the Product Manager while working closely with the Customer Success Manager as part of the Customer Success Team. Your main responsibility will be to provide exceptional customer service and continuous support to both clients and internal departments, with a focus on the latest advancements and enhancements in Workwell Outsourcing technology.

You will be expected to build strong relationships with customers, offering support through the Freshdesk ticketing system, organising regular review meetings, and facilitating additional training as needed. Your role will include onboarding new users and advising them on upselling or cross-selling opportunities that could improve their user experience and meet their business needs.

A key part of your role is to review and create help documentation for the Evertime system, ensuring customers and relevant internal teams are kept informed and trained on new features, system enhancements, and data integrations. This may include delivering training sessions or workshops both internally and externally.

You should work closely with your team to identify patterns and common issues in Freshdesk tickets and customer behaviours, providing this feedback to the Product Manager, Sales and Marketing, and IT teams as appropriate. You will also collaborate with the Technical and Operations teams to establish best practices within your team and across the organisation.

This is a dynamic role that requires a customer-focused mindset, strong industry and product knowledge, problem-solving capabilities, and the ability to manage customer expectations effectively.

Duties

• Report directly to the Product Manager, receiving daily support from the Customer Success Manager, while raising any issues or concerns and collaborating with the IT team at Workwell Outsourcing.
• Provide support within the Freshdesk ticketing system, maintaining a positive and motivational approach when assisting SaaS clients and primary (internal) stakeholders.
• Advocate for the company, explaining how our solutions meet customer needs and building a positive reputation for Workwell Outsourcing.
• Potential involvement in overseeing the onboarding process, including supporting customers once transitioned to the Customer Success Team.
• Drive upsells and cross-sell opportunities in line with customer goals.
• Ensure all Service Level Agreements (SLAs) are met.
• Identify patterns in customer behaviour, providing relevant feedback.
• Maintain and update solutions help documentation.
• Provide remote or on-site additional training, coordinating with customers regarding requirements and costs.
• Assist the Customer Success Manager in managing specific projects as defined by the Product Manager, Managers, and/or Directors.

Skills & Qualifications

• Strong ability to operate effectively in a dynamic, fast-paced environment.
• Self-motivated with a positive, can-do attitude and a strong team player.
• Initiative-driven with a strong approach to problem solving.
• Exceptional customer service skills with an empathetic approach.
• Excellent verbal and written communication skills.
• Ability to prioritize tasks and stay organised.
• Strong time management skills.
• Sound knowledge of system operations and compliance.
• Positive leadership style and motivational approach.
• Good understanding of PAYE payroll processes to assist clients with queries.
• Basic accounting knowledge (sales/purchase ledger and reconciliations).
• Understanding of data integrations.
• Ability to upsell and cross-sell effectively.
• Proficiency with Microsoft Office and quick to learn new systems.
• Experience in the recruitment industry is advantageous.

£23,000 - £28,000 | Full Time | Permanent | Camberley | 9:00 - 17:30 | Hybrid