Website:
connectedsafetynet.co.uk
Job details:
Regional Service Desk Agent – SaaS Solutions
Company Overview
Connected Safety Net is a leading provider of digital solutions for safety compliance and operational processes, serving industries such as retail, aviation, healthcare, hospitality, security, facilities management, and manufacturing. Our innovative platform functions as a “digital factory,” enabling businesses to automate their safety and compliance workflows without the need for coding expertise. With a focus on a global market, we aim to revolutionise how businesses manage safety and compliance through cutting-edge SaaS technology.
We offer a competitive basic monthly salary, plus commission on incremental client account growth. With our uncapped incentive structure, you have the potential for additional earnings based on your performance. This means the more your accounts grow, the more you can earn – providing an excellent opportunity to significantly increase your total compensation.
Role Summary
We are seeking 2 Service Desk Agents with experience with SaaS industry (customer success, account management, or a related field). The ideal candidate will take ownership of clients after the implementation phase, ensuring customers in the UK, Europe, UAE & APAC markets receive outstanding ongoing service and support. You will focus on driving customer satisfaction, retention, and account growth – acting as a trusted advisor who helps clients achieve maximum value from our platform.
Based in (remote), this role requires the ability to work independently while managing relationships across cultures. Fluency in English essential however - Other languages would be desirable but not essential, would be a benefit, and candidates with education from a Western university or significant international experience are preferred.
Key Responsibilities
- Client Onboarding & Support: Serve as the primary point of contact for a portfolio of clients after implementation, ensuring a seamless transition from onboarding to ongoing support and account management.
- Relationship Management: Build and maintain strong personal relationships with key stakeholders within each client organisation, becoming a trusted advisor on their safety and compliance needs.
- Customer Engagement: Monitor customer engagement and usage of our platform, proactively addressing any issues and continuously driving improvements in customer satisfaction and product adoption.
- Service Excellence: Ensure service levels and customer KPIs are met or exceeded by coordinating with internal teams (Support, Product, Engineering) to resolve challenges promptly and effectively.
- Account Growth: Identify opportunities for account expansion (upselling additional modules or features) and collaborate with the sales team to drive incremental value and revenue from each account.
- Training & Reviews: Conduct regular account review meetings and training sessions (virtually and occasionally in-person) to showcase new features, gather feedback, and reinforce the value of Connected Safety Net’s solutions.
- Advocacy & Insight: Stay informed about industry best practices and evolving client needs, advocating internally for product enhancements or new features that could improve customer outcomes.
- Representation: Represent the company at industry events, workshops as required, championing our brand and strengthening client partnerships.
Qualifications and Experience
- Proven Experience: Demonstrated success in customer success, account management, or a similar client-facing role within a SaaS or technology company. Experience managing international clients.
- Account Management Skills: Strong relationship-building and account management skills, with a focus on ensuring customer happiness and achieving growth targets. Able to understand client goals and align our solutions to meet them.
- Technical Aptitude: Proficiency in using CRM software and customer success tools to track customer health and engagement. Comfortable with digital communication platforms (e.g., email, video conferencing, LinkedIn) for remote client interaction.
- Communication: Excellent communication and interpersonal skills in English, both written and verbal. Able to convey complex ideas clearly and build trust with stakeholders ranging from end-users to C-suite executives.
- Self-Driven: Highly self-motivated and disciplined, with experience working remotely and managing your own workflow effectively. Strong problem-solving skills and a proactive approach to addressing client needs and challenges.
- Industry Knowledge: Knowledge of the SaaS and technology industry, with a genuine interest in digital innovation, safety compliance, and operational excellence.
Why Join Connected Safety Net?
- Impactful Mission: Be part of a forward-thinking team on a mission to make workplaces safer and more efficient through digital transformation. Your work will directly help clients achieve compliance and save lives through better safety practices.
- Global Exposure: Work with a diverse, global client base across the Europe, UK, UAE, APAC and beyond. This role offers rich exposure to international business environments and the chance to collaborate with colleagues and clients from different cultures.
- Professional Growth: Enjoy opportunities for career growth in a dynamic, fast-paced environment. We invest in our talent.
- Competitive Rewards: We provide a competitive salary and performance-based incentives, along with the excitement of an uncapped commission on account growth. Your initiative and success directly translate into greater earnings.
- Collaborative Culture: Join a supportive, inclusive team that values creativity, honesty, and continuous improvement. We encourage a human-centric approach – we celebrate successes, learn from challenges, and we’re not afraid to do things a little differently to achieve the best outcomes.
Industry: IT Services and IT Consulting
Employment Type: Full-time computer connect to Safe computer
Industry
- IT Services and IT Consulting
Employment Type
Full-time
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