Customer Success Specialist

Propeller is a growing, innovative Software as a Service (SaaS) provider in the housing sector.

We are looking for a candidate that enjoys a challenge, variety, responsibility and looking for more than the standard ‘Software Support’ role.

As a Customer Success Specialist at Propeller, you will join our agile Operations team in implementing and supporting the ‘Propeller Powered’ software system.

As a ‘hybrid’ role, you will have plenty of opportunities to ‘get your hands dirty’ with technical aspects to support as well as managing client implementations from initial consultation to ‘live account’.

This role is primarily remote, however will require occasional attendance at our offices in Trafford Park (M41) as well as client visits.

Duties and responsibilities of the Customer Success Specialist include:

• Initial Client demonstrations in partnership with our sales team
• Management and Ownership of Client Implementation Projects
  • Including client training / on-site visits
• Analysing and resolving technical and application problems
• 2nd-Line Support tasks
• SQL & Data Interrogation experience
• Exposure to HTML/CSS
• Testing bespoke software across multiple platforms (Web/Android/iOS)
  • Ability to record detailed bug reports
• Contribute to the refinement of organisational processes & procedures

The candidate must be:

• Confident self-starter
• Can-do attitude
• Detail orientated approach
• Understanding of SaaS
• Patient and empathetic when dealing with customers
• Willingness to learn
• Excellent customer service skills
• The ability to explain technical issues to non-technical users
• Analysis and problem-solving skills
• Ability to prioritise and manage tasks
• Understanding of GDPR and the security and integrity of customers’ data

Technical skills

Must have:

-       SQL & Data Interrogation experience

-       HTML/CSS experience

-       Customer service experience

Nice to have:

-       Experience working within a SaaS company

-       Project Management

Salary negotiable depending on experience.

Opportunity for development & growth into Project Management, Consultancy & Technical roles.

Job Type: Full-time, Permanent

 Experience:

• customer service: 5 years (Required)
• software support:  3+ years (Preferred)

Language:

• English (Required)

Note: The candidate will be required to occasionally travel to client sites using own transport & must be covered by a ‘business usage’ insurance policy.