Customer Success Agent

Job Title: Customer Success Agent

Department: Development

Reporting to: Operations Manager

Location: Autino, Reading

Type (Full/Part time): Full time



Responsibilities:

  • Create a library of training materials for third party and end user consumption.  
  • Provide one to one or classroom training when required. 
  • Maintain the Knowledgebase for all products and expand as required by changed or new functionality. 
  • Ensure that all materials are maintained to accurately represent all deployed updates, fixes and enhancements. 
  • Ensure that all required media is translated into the requisite languages through a 3rd party. 
  • Liaise with the 3rd party support service and ensure that it is operating is a cost effective and responsive manner to defined SLAs. 
  • Gather, collate and present customer satisfaction data to the business. 
  • Provide information and recommendations in order to sell additional products and services to the customer base leveraging the maximum revenue from each. 
  • Delivery of onboarding activities and coordination of Autino resources in support of new customers.

Essential Skills:

  • Customer facing account management skills 
  • Technical authorship and documentation  
  • Training systems and practices 
  • Preparation of advanced report solutions for presentation to all levels of the organisation 
  • Technical Support for PC and Mobile systems

Desirable Skills:

  • ITIL, Scrum, Lean, Kanban, ISO9001, PCI DSS or similar 
  • Project management experience 
  • Training certification (ILM / NCFE) preferable  
  • French, German, Spanish or Italian would be a distinct advantage 

Requirements:

  • 2+ year experience  
  • A technical apprenticeship, degree, or equivalent qualification 

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