Part-time Customer Success Lead

Position: Customer Success Lead

Reporting to: CEO

Primary Role: Assisting in the onboarding of new and existing customers
Hours: Part-time - 25 hours per week
Salary: £26,000 FTE (£17,333)
Location: Norwich City Centre, NR1

Company Overview:
We are a dynamic software development company empowering Small and Medium-sized businesses with invaluable insights derived from their accounting software. With a decade of experience, we boast partnerships with industry-leading accounting platforms, Sage and Xero, operating primarily in the UK and Ireland.

Key Responsibilities:
As a Customer Success Lead, you will be responsible for:

• Handling calls and logging support tickets from existing customers with queries (low volume).
• Conducting product demos in response to inbound enquiries.
• Monitoring and responding to Zendesk chat requests.
• Collaborating with the team to maintain and create Zendesk support articles.
• Participating in 2-3 in-person exhibitions annually.
• Assisting in onboarding new signups who require additional support.
• Conducting onboarding reviews with new customers and facilitating handovers to the Custom dashboard team as needed.
• Logging deal information onto the ActiveCampaign CRM platform.
• Collaborating with the Business Analyst/Marketing team to identify marketing actions for lead generation.
• Providing online product demonstrations to prospects.
• Conducting online meetings with customers and following up as required.

Essential Skills and Qualities:
We are seeking candidates with:

• Excellent interpersonal skills.
• Strong team player mentality.
• Proficiency in problem-solving.
• Eagerness to learn and adapt to new technologies.
• Interest in business operations and dynamics.
• Confidence in communicating with business leaders and customers.
• Enthusiasm for data and analytics.

Additional Skills and Qualities:
Candidates with the following attributes will be highly regarded:

• Interest in the transformative power of data analytics for businesses.
• Meticulous attention to detail and accuracy.
• Ability to thrive in a fast-paced environment and meet tight deadlines.

If you're ready to join a dynamic team driving business success through innovative technology solutions, please submit your CV ASAP. We look forward to hearing from you!