Senior Client Support (SaaS) - Remote-Working!
*Amazing Hays client - we have placed numerous very happy candidates here!*Our client, a global leader in Entertainment payroll and workforce management, are looking to recruit an experienced, personable Senior Client Support Executive to join their small UK operation, offering an exceptional service to their B2B client base. Working completely remotely (with the expectation to travel to London once a quarter for a company meet-up), and with the ability to progress over time, this is an incredible opportunity for the right candidate.Our client offer a SaaS solution that supports both major Hollywood film and independent TV production companies in identifying, booking and payrolling their supporting cast (extras), and have played a major part in realising major productions (including the likes of Mission Impossible, Star Wars, The Avengers and The Crown). Due to an internal promotion, they are now seeking the perfect candidate to join their UK Client Success operation, reporting to a fantastic Director whom is also a previous Hays placement. In a nutshell, your responsibilities will include:- Managing a portfolio of client accounts and delivering outstanding client experience, throughout onboarding and the lifecycle of end users- Utilising Salesforce to monitor account health and KPls- Working with our third-party support systems/support chat solutions to extract data and drive tangible improvements to company's client support- Monitoring and reporting on product adoption rates, provide monthly insight to clients and Client Success teams on trends and usage to drive improvements in company's NPS score- Working with Client Success teams to provide a seamless onboarding experience, and to identify and pitch upsell opportunities- Be an escalation point for support team, dealing with complicated issues and having difficult conversations with clients- Acting as the first point of call for sensitive client support issues- Representing company's clients in industry demos, helping train assistant directors, crowd teams and production accounts on how to use the product- Working with marketing, product marketing and communications teams to build out timely and impactful campaigns to support clients and artist communitiesIn order to be considered for this position, it is ESSENTIAL that you have the following:- Experience in client facing conversations, dealing with high level B2B stakeholders (preferably within a SaaS business)- Be an expert communicator; both written and verbal with internal and external parties- Great time management - a proven ability to manage a portfolio of clients, as well as administrative work, and managing projects/processes- Comfort in presenting and pitching to senior stakeholders- Ability to pick up new technology quickly and efficiently- Great working understanding of Microsoft Office- Interest in Film & TV- Fun, sociable personality!In addition to a very competitive £40,000 - £50,000 salary, our client are also offering the following:- Discretionary annual bonus (based on individual/company performance) / regular salary review(s)- 100% remote contract (potential requirement to attend London office for ad-hoc meet-ups (very infrequently - 3/4 times a year maximum))- Fantastic working hours - Monday - Friday: 9.00am - 6.00pm- 25 days annual leave (+ Bank Holidays) - rising to 30 with service- Private Medical Insurance- Progression opportunities!Our client are looking to move very quickly on this, so any interested candidate(s) are urged to apply at their earliest convenience!
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