An SaaS company specialising in parking solutions, operating in the largest airports throughout the UK and backed by Sunday Times Top 100 company to work for.
They handle over 4m car movements a year and have more than 3k employees using their platform daily… and they are only just getting started!
The role and opportunity:
They are looking for a Customer Success Coach to help build the brand, drive amazing customer experience and deliver 'best in class' training support.
You will play a vital role in the performance of the business, with responsibility for on-boarding and training all new customers and making the connection between Partnerships/Business Development Team and the successful embedding of their technology.
You will be the first point of contact for the customer ensuring they have everything they need to roll out all aspects of the product in their business and will be an expert trainer with the ability to manage the whole training cycle with customers. You'll continuously seek to improve quality performance and the customer experience, gathering feedback and taking timely action for improvement.
As an excellent performance coach, you know the difference between coaching, training and feedback and when to use each. The coaching you deliver is relevant and engaging, flexing your style to get the best out of the individual, ensuring you inspire ownership.
You are creative and experiential which helps ensure all collateral is visually engaging, considering different and innovative ways of delivering a message.
Responsibilities
- Manage the whole training cycle with customers identifying their needs, designing solutions as well as delivering the training and evaluating success
- Facilitate training workshops for groups, 1to1s and shadowing sessions
- Performance coaching
- Building successful relationships with customers through regular engaging communication (newsletters, webinars, visits etc.)
- Embed and train customers on SaaS Technology
- Report on relevant data and metrics in order to drive customer and business success
- Know our competitors and any developments in the training/travel technology industry and use this to develop best in class training products/solutions
Essential for the role…
- Instructional training design
- Management of training cycle (needs analysis, design, deliver, evaluate)
- Facilitation of training workshops, group, 121 and shadowing sessions
- Coaching (ideally a qualification)
- Customer Service experience
- Experience with embedding and training SaaS Technology
- Experience in an operational/travel/logistics environment
- Experience in an operational/travel/logistics environment
- Used to extensive travel, comfortable with remote working
- Excellent IT skills
In return
This role has great potential for career development, the scope of the role will be growing as they do!
Package : circa £28k + up to 10% bonus
Company car (up to the value of £18k), pension, flexible benefits package including private medical and life insurance