Role Details - Initial 3 month contract with possibility to extend

You will be the primary client contact for existing clients in OneID®, developing and accelerating that business by ensuring their adoption of OneID® provides maximum benefit to those clients. This will be achieved through building relationships, collaboratively working on the customer experience and pro-actively spotting and resolving issues. Working alongside the sales, product and development teams to ensure the product meets the customer needs.

The right candidate will have experience working with clients to help transform their business process, improve user experience, implement solutions, provide technical support and monitor performance.

You will have proven experience building rapport and relationships with customers, implementing successful solutions and providing first line technical support. You will be a collaborative, pro-active and curious member of our growing team, identifying and developing our relationships with clients, owning, and leading these within OneID®, helping clients successfully implement OneID®, unlocking their growth and ours.

Duties and Responsibilities

• Be the ‘face of OneID’ for all our customers
• Build relationships with new and existing customer contacts.
• Work collaboratively with existing customers to help ensure they see how OneID® could improve their customer’s experience.
• Manage customers through their engagement with OneID® from first contact, through testing, implementation and into live.
• Ensure successful adoption of OneID, taking the lead for OneID to improve journey success rates. 
• Provide day-to-days support for customer issues.
• Regularly engage with our strategic customers to ensure continuous success, through user journey optimisation, sales enablement, account planning and joint marketing.

What we are looking for in you

• You are a creative thinker who knows how to determine customer's needs, putting together solutions and carrying them through to implementation 
• You are a clear, succinct communicator; using your customer’s language, you’ll help them clearly understand the value OneID® brings to them and their customers and how to articulate this themselves
• You are structured in your approach but flexible and agile enough to adapt to change and seize opportunities, take the initiative and figuring things out
• You have the right mix of business acumen and technical understanding to demonstrate and speak to how OneID® delivers success 
• You are an empathetic listener; you listen more than you talk, and you ensure that you truly understand our clients 
• You love to collaborate and win as a team; embodying our culture with clients, our team and stakeholders alike

Qualification & Experience

Minimum Requirements 

• 5+ years of customer support, with some experience of technical support and pre-sales solutioning and solution design, especially in SaaS
• Consistent track record of helping customers be successful and become advocates
• Experience of CRM, Tracking & Data analysis tools (Not essential but we use HubSpot, Jira & Google Data Studio) 

Preferred Requirements  

• Experience in sales environments as well as customer support environments
• Ability to work in a fast-paced, team environment 

• Flexible Working

• Flexible Workspace 

By joining us you will be joining a small team of bright, passionate, and enthusiastic people working to change the future.   

OneID®, is an equal opportunities employer, and we cherish diversity and inclusion. We are passionate about respecting all individuals irrespective of their gender, background, race, religion, or orientation. OneID® accredited by the Living Wage Foundation and is a proud B Corp.