Join our Solutions Customer Success Team

Softcat's Solutions Customer Success Team is an evolving team within Softcat's fast growing Customer Experience function. The team is responsible for proactively delivering customer engagements and driving positive customer experience. You will be a part of a team who focus on some of Softcat's strategic accounts.

Success. The Softcat Way.

There's a uniqueness to Softcat – what we do, how we do it and why we do it. That's because we help customers to use technology to succeed, by putting our employees first. We give everyone the chance to step up and show how much they can achieve. We succeed when all our people succeed.

Do you want to have the opportunity to work in an established team that has a passion for providing  customer support?

You will play a key part in proactively developing customer journey with some of our valued solution and vendor customers. This successful individual will be responsible for leading and collaborating with Partners and internal departments to ensure our customer solutions are successfully onboarded and the maximum value is delivered and communicated at key milestones.

  As a Solutions Customer Success manager, you'll be responsible for: 

• Owning and creating onboarding plans and providing customers with expertise for a successful onboarding.
• Positioning Customer Experience and Customer Success Management withour sales teams for sales opportunities and proposals
• Scheduling regular customer review meetings and managing actions following these and ensuring delivery within agreed timescales
• Proactively engage with customers via telephone and email, gathering feedback from customers to channel back to relevant teams
• Contribute to health score management, monitoring customer engagements and satisfaction to identify both potential opportunities and at-risk customers
• Managing customer facing CSM onboarding processes for each solution and collate and analyse collected on Softcat's Solutions customers

We would love you to have

• Exceptional communication and interpersonal skills, comfortable presenting to customers
• Able to multi-task and prioritise requirements, whilst maintaining a focus on quality work
• Comfortable handling sets of data and delivering key findings as part of success reviews
• Excellent customer service skills
• Interest in developing a level of technical understanding around the solutions and services being delivered

Work in a way that works for you  

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:  

• Hybrid working –3 days in the office and 2 days working from home  
• Working flexible hours - flexing the times you start and finish during the day  
• Flexibility around school pick up and drop offs 

Working with us  

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.  

Join us  

To become part of the success story, please apply now 

As part of our commitment to supporting, attracting and retaining the best diverse talent, Softcat is proud to partner with organisations like WORK180, My G Work and Black Young Professionals. Work 180 endorse employers that demonstrate on-going support for women at work, including offering benefits and policies that best support female employees. My G Work support us in our aim of attracting more LGBTQ+ talent. The BYP network support us in diversifying our talent pool by tapping into the black professional community.

Documents

• Softcat Diversity Inclusion Report 2022.pdf (11.20 MB)