Technical Account Manager

About us

Everyone at Cerve is committed to our Mission. We are enablers, doers, trailblazers. We don’t accept the status quo, we want to change the world. And we are impatient. We move quickly and deal with ambiguity in our stride. We don’t want to wait.

And laying the track as the train moves forward needs a certain mindset. Cerve is full of thinkers and problem solvers. Working here means every day is different, and you will be challenged as we accelerate our growth.

About the role:
The Customer Success team has the critically important role of delivering world class service and support, setting-up and maintaining our customers with a long-term and profitable relationship.

As our founding Technical Support Manager, you will be responsible for our overall customer service and support delivery. You will focus on reducing friction in all our internal processes and provide expert technical and operational support to our customers.

Reporting to our Chief Commercial Officer, you will have considerable Early Stage Influence, also working closely with our CCO and will take ownership in defining our Customer Success plan for the future. There has never been a more exciting time to join Cerve!

What you'll do:
As Technical Support Manager, you will be obsessed with delivering world class technical support to our broad range of customers, redefining processes to remove friction and delighting them with a fantastic day to day experience.

• Learn

• Collaborate with the product and technical team to provide solutions to customers instantly.

• Respond to customer inquiries and provide technical support via phone, email, and chat in a timely and professional manner.

• Troubleshoot technical issues reported by customers and work towards a timely resolution, escalating complex issues to the appropriate team or departments when necessary.

• Follow up with customers to ensure their technical issues have been resolved and their satisfaction is met.

• Provide the full range of technical support to resolve all API and Integration related customer queries and issues

• Develop, implement and maintain our Knowledge Hub, providing online support materials for our customers

• Perform analysis, review and data comparisons

• Develop and measure Customer satisfaction and NPS score
  

You Are:

• Passionate about putting Customers First, have an Always be Helpful mentality

• detailed orientated and get things completed within agreed timescales

• innovative in your thinking and approach, keen to experiment and work with emerging technologies and approaches

• thriving in fast paced, quick moving environments, dealing with frequent change and challenge in your stride

• autonomous, working effectively on your own, but enjoy working and winning as part of a team

• naturally resilient in your mindset, dealing with challenges and set-backs as comfortably as success and winning

• Technical

You Have:

• At least 5 years experience in a technical support role, preferably in a customer-focused environment

• strong communication skills, both written and verbal

• demonstrated knowledge of software troubleshooting methodologies

• used CRM (Hubspot (ideally), Salesforce) to manage customer questions and queries

• an ability to work in a fast-paced and high-pressure environment, multitasking effectively

• led customer service activities for Digital First businesses

• a drive and desire to succeed and collaborate with colleagues

• [+] experience of working with APIs and integrations would be an advantage, but not essential as full training and development will be provided

We Offer:

• Salary: Competitive

• Discretionary Bonus: Potential of company wide annual payment

• Flexible Vacation: 25 days, Bank holidays and Special days

• Flexible hours: Choose your working hours around core hours (9:30 – 15:30 GMT)

• Stock Option: Become an owner of Cerve with significant wealth creation potential

• Pension: 5% company contribution

• Death in Service: annual salary cover

• Voluntary Benefits: Special & dynamic discounts and offers

• Hybrid Workspace: Hybrid working from our Hub in Bicester

• Best Tech and Equipment: Macbook and whatever else you need to be the best

• Potential relocation package for the right candidate for this role

At Cerve, we are committed to creating a diverse and inclusive workplace where everyone feels welcome and valued. We believe that diversity of thought and experience is essential to our success, and we are particularly interested in candidates who can bring a different perspective to our team, regardless of their race, ethnicity, gender, sexual orientation, gender identity, disability, or career status.