Are you passionate about education and customer success? At Wizcom Tech, we're looking for a
Customer Success Support Specialist
to ensure our customers achieve their goals with our innovative solutions. Drawing on your experience in
Literacy, English, and/or SEND support or teaching in any key phase , you'll play a key role in onboarding, training, and supporting customers, fostering long-term relationships, and driving customer satisfaction.
If you love working closely with people, advocating for their needs, and helping them succeed, this is the perfect role for you!
Key Responsibilities
Onboarding & Training: Guide customers through onboarding, deliver tailored training, and ensure effective solution adoption Customer Advocacy: Serve as a trusted advocate, gathering feedback and collaborating with internal teams to enhance the customer experience Support: Provide empathetic, professional responses to inquiries, troubleshoot technical issues, and resolve complex cases with clear communication Engagement Monitoring: Track customer health metrics, proactively address concerns, and identify opportunities for growth Process & Product Improvement: Apply your educational insights to refine strategies, improve processes, and enhance product usage Cross-Team Collaboration: Work with Sales, Marketing, Product, and Account Management teams to ensure seamless customer journeys and support
Key Performance Indicators
Customer Retention & Engagement: Achieve an 80% customer retention rate from trial to full adoption Conduct at least two proactive touchpoints during every customer trial Onboarding & Documentation: Map and document all customer journeys for smooth onboarding Create and maintain up-to-date support materials Product Adoption & Support: Deliver tailored training sessions to boost product understanding Respond to customer inquiries within agreed SLAs Process Improvement: Regularly implement customer feedback to improve products and processes Ensure all support resources remain current and relevant
Requirements
At least 3 years of experience in Literacy, English, and/or SEND education Proven ability to build meaningful customer relationships and deliver exceptional service Outstanding verbal and written communication skills to present complex concepts clearly Creative and proactive problem-solving abilities Quick learner with the ability to explain technical solutions to a non-technical audience Experience in customer success or support roles Proficiency in Microsoft 365 and CRM platforms Strong project management skills for task prioritisation and execution
Benefits
25 days holiday (which increases by 1 day every year on your anniversary) Hybrid working Salary up to £35,000
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Customer Success Support Specialist
to ensure our customers achieve their goals with our innovative solutions. Drawing on your experience in
Literacy, English, and/or SEND support or teaching in any key phase , you'll play a key role in onboarding, training, and supporting customers, fostering long-term relationships, and driving customer satisfaction.
If you love working closely with people, advocating for their needs, and helping them succeed, this is the perfect role for you!
Key Responsibilities
Onboarding & Training: Guide customers through onboarding, deliver tailored training, and ensure effective solution adoption Customer Advocacy: Serve as a trusted advocate, gathering feedback and collaborating with internal teams to enhance the customer experience Support: Provide empathetic, professional responses to inquiries, troubleshoot technical issues, and resolve complex cases with clear communication Engagement Monitoring: Track customer health metrics, proactively address concerns, and identify opportunities for growth Process & Product Improvement: Apply your educational insights to refine strategies, improve processes, and enhance product usage Cross-Team Collaboration: Work with Sales, Marketing, Product, and Account Management teams to ensure seamless customer journeys and support
Key Performance Indicators
Customer Retention & Engagement: Achieve an 80% customer retention rate from trial to full adoption Conduct at least two proactive touchpoints during every customer trial Onboarding & Documentation: Map and document all customer journeys for smooth onboarding Create and maintain up-to-date support materials Product Adoption & Support: Deliver tailored training sessions to boost product understanding Respond to customer inquiries within agreed SLAs Process Improvement: Regularly implement customer feedback to improve products and processes Ensure all support resources remain current and relevant
Requirements
At least 3 years of experience in Literacy, English, and/or SEND education Proven ability to build meaningful customer relationships and deliver exceptional service Outstanding verbal and written communication skills to present complex concepts clearly Creative and proactive problem-solving abilities Quick learner with the ability to explain technical solutions to a non-technical audience Experience in customer success or support roles Proficiency in Microsoft 365 and CRM platforms Strong project management skills for task prioritisation and execution
Benefits
25 days holiday (which increases by 1 day every year on your anniversary) Hybrid working Salary up to £35,000
#J-18808-Ljbffr
