Client Success Specialist

FULL FABRIC is a London-based start-up developing technology for higher education. Our products and solutions impact thousands of university staff, management, lecturers, students, prospective students and alumni every day.

Our way of working

Client Success is more than just support. It’s about making our clients happy and helping them succeed. We’re looking for a Client Success Specialist who loves being on the front line, teaching people how to succeed, building their confidence and skills, and supporting them at every stage of the customer lifecycle. The Client Success Team combine a great level of technical knowledge with a true empathy for the customer, resulting in helpful guidance, timely assistance, and an extraordinary level of care that is a core value of our company. 

Responsabilities

  • Be the primary contact and advocate for hundreds of users across many institutions, interacting with users by email, chat and phone
  • Respond to client support inquiries in an accurate, timely, thorough manner resulting in high client satisfaction
  • Troubleshoot and navigate through software processes and bugs in an articulate and caring way
  • Take ownership of customers’ issues, problems or requests until resolution
  • Drive new product features’ adoption and usage
  • Deliver training sessions to new users and existing users

Requirements

  • Excellent communication skills via phone and email
  • Outstanding command of the English language
  • Excellent project management skills
  • Early adopter of software and tech-savvy
  • Loves to help others achieve their goals
  • Organised and detailed oriented
  • Ability to manage expectations and advise on best practices
  • A passion for new technologies and interest in the education sector

Inês Alves
About Inês Alves

I'm passionate about people, tech and laughs. My job is to see how the right career path can be completely life changing and how companies can make such a difference.

Contact me on LinkedIn

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We’d love to hear from you. If you are curious, have some question or just want to know a bit more, please send us an email or ping Inês at LinkedIn.

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