Join CMap as a Customer Success Analyst

Company: CMap

Role: Customer Success Analyst

Location: Manchester

Salary: Competitive

Start Date: ASAP
 

Who is the company

• CMap helps project-based companies to win, deliver and manage projects… profitably.
   
• Here at CMap we focus our attention on our People and our Product to enable us to provide our valued clients with an awesome user experience.
   
• Our culture is hugely important to us, we are a team that collaborate together and support each other, ideas and input are welcome from everyone in our organisation and no idea is dismissed or progressed without our experienced consideration.
   
• We have an informal, open, friendly, and fun working environment where everyone matters, regular social nights and team outings mean we really can say we work hard and play hard!

What is the role?

• The purpose of the role is to assist our clients by logging and processing telephone calls/queries, offering user guidance and delivering product advice and support.
   
• This role will be responsible for diagnosing and troubleshooting system issues reported by clients, managing support ticketing system queues effectively and prioritising work based on client tier and issue urgency/impact.
   
• A Customer Success Analyst will also be required to escalate more complex problems to relevant areas of the business and collaborate with Account Managers to address outstanding client issues.

Responsibilities

• Log and process telephone calls/queries from clients.
   
• Provide user guidance in relation to client queries using CMap Product.
   
• Provide product advice and support via screen sharing sessions with clients (where required).
   
• Diagnose and troubleshoot System issues/problems logged by clients.
   
• Effectively manage support ticketing system queues and prioritise work in accordance with Client Tier and issue urgency/impact.
   
• Escalate more complex problems to wider areas of the business (Client Services, Development, etc.)
   
• Liaise with Account Managers on outstanding clients issues.

What you will need

• Strong written and verbal communication skills.
   
• Ability to work as part of a team and identify when to involve other team members.
   
• Attention to detail and be a completer finisher.
   
• Ability to follow a process and ensure all items are completed.
   
• A good grasp of Excel skills would be beneficial.
   

Benefits Include

• Competitive salary
   
• Flexible working (by prior arrangement)
   
• 25 days + public holidays + your birthday off
   
• Professional development
   
• Statutory pension
   
• Private medical insurance
   
• Dental insurance
   
• Life assurance
   
• Enhanced parental leave
   
• Company outings and events
   
• Free coffee & refreshments