[Hiring] Client Success Coordinator @Amiqus

Role Description

The role will be responsible for providing top-tier support to our premium clients. This role requires a proactive and client-focused individual who can uphold our commitment to delivering a client service second to none. This role will be integral to the Client success team, working closely with Client success coordinators, enterprise/mid-market Client success managers and Client ops function manager.

Key Responsibilities

• Serve as a primary point of contact for day-to-day client queries across all accounts, including Premium Support clients, delivering timely and personalised support to resolve inquiries and issues effectively while partnering with Client success managers on strategic matters or larger escalations.
• Complete managed services tasks, client reporting, and DBS approvals as required.
• Apply your analytical skills and problem-solving abilities to assist clients with their inquiries and support requests effectively and efficiently whilst maintaining our SLAs through our online ticket support system, email and phone.
• Maintain a deep understanding of our products and services, our clients, and their respective sectors to provide bespoke, expert-level assistance and advice.
• Work collaboratively with the teams across the business to implement fixes; additionally, communicate with suppliers to escalate and resolve issues.
• Analyse client metrics to spot trends and track client usage to help inform commercial decisions.
• Educate clients on product features, functionalities, and best practices to optimise their experience and ensure they are receiving maximum value from the product.
• Contribute to the creation and maintenance of support documentation, including FAQs, troubleshooting guides, and best practices, to facilitate efficient issue resolution.
• Manage a pooled portfolio of accounts, including running flat renewals, identifying and progressing upsell opportunities in partnership with SDRs, and delivering standard, template-based activation for clients within the pool.
• Deliver standard, template-based onboarding for new lower value clients e.g. under £10K.

Qualifications

• Proven track record of providing high-quality support and commitment to delivering exceptional customer experiences.
• Excellent communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders.
• First-rate problem-solving skills and a proactive approach to issue resolution.
• Analytical mindset with the ability to interpret data and generate actionable insights.
• Strong organisational and time management skills to manage multiple tasks and priorities simultaneously.
• Proactive attitude and resourcefulness, enabling adaptability and accountability.

Interview Process

We think it’s important to have an open and transparent process. The process might vary slightly but here’s what to expect:

• An initial conversation with a member of the People team.
• Interview with Client Success team manager and Client Ops function manager.
• References and background checks followed by role offer.

Commitment to Inclusion

We recognise that diverse teams outperform. Perspectives and people of all backgrounds are welcome at Amiqus.

Contact Us

Email: [email protected]

Company Description

Amiqus is the UK’s most trusted compliance and onboarding platform, enabling simple, fast and secure access to products and services online. Whether moving home, changing jobs or looking for professional help, our software makes it easy for everyone involved.

• Trusted by Governments, NHS, Banks and 600+ regulated organisations across sectors in the UK.
• Ranked by Deloitte Fast50 and part of Tech Nation’s Future Fifty 2024 cohort.
• Scaling sustainably, backed by external investment on a 10x plan tracking from £5m ARR, with expectations to exceed £50m ARR within four years.
• Purpose driven, ambitious and making an impact in the work we do.

Benefits

• Competitive salary & share options - grow your career as we grow.
• Quarterly in-person meetups and team events to celebrate wins and shape what’s next.
• Private health cover with Vitality, plus a range of insurance benefits for peace of mind.
• 34 days annual leave - because rest matters.
• 5% matched pension contribution - invest in your future.
• Enhanced family leave and real support when returning to work.