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About the role

The purpose is to focus on customer satisfaction, retention, and support word of mouth referral for users of the Mosaiq Transit Intelligence Suite. This role supports our Customer Success Lead to set the tone for customers from when they onboard to Mosaiq right through the lifecycle. Your aim is for customers and partners to get the most value from Mosaiq and Snapper to manage and improve the performance of the Public Transit network.

What you will be doing

You\'ll work alongside and support our Customer Success Lead, identifying and championing process and product improvements, delivering customer-led insights to the rest of the Snapper team. Responsibilities will include:

• Onboarding: Guide new customers/partners through needs discovery, setup, and implementation to ensure a smooth Mosaiq go-live.
• Training and Education: Deliver webinars, docs, tutorials, and personalised sessions so customers use Mosaiq effectively for their specific requirements.
• Account Management: Primary contact for customers; support Snapper’s partners to manage relationships, engage proactively on evolving needs, assist daily, advise on escalation, and spot upsell/cross-sell opportunities.
• Customer Advocacy: Represent customer needs to Product and Sales; champion Mosaiq to help customers realise maximum value.
• Retention and Renewals: Drive satisfaction and durable relationships; monitor health metrics, flag risk/churn, act early on issues, and support renewals and upsell.
• Customer Feedback and Insights: Capture feedback, goals, and challenges to inform product priorities and equip Marketing with compelling customer stories.
• Metrics and Reporting: Track and analyse KPIs - customer satisfaction, retention, and upsell/cross-sell revenue.

What we’re looking for

• Strong commercial experience as a CSM, within a customer-centric SaaS environment, ideally working closely with both partners and direct customers.
• A proven background in understanding customer needs, proposing solutions and services and strong empathy for partners and end-users.
• Prior experience working in a best-practice CS environment and an ability to deliver an excellent customer experience.
• Great verbal and written communication skills - you must be able to concisely articulate important technical messages with confidence.
• An analytical and commercially aware CS Specialist. You understand the metrics, KPIs and deliverables that drive great customer experience and revenue predictability.

Our Values

• Being Resilient. Using a positive mindset to handle change
• Acting with Integrity. Being open and honest with each other. Fostering a safe space for the sharing of our thoughts and ideas.
• An Innovative outlook. Looking at problems through as many lenses as we can. Applying it to people, processes, personal development, etc; not just code. We expect this as individuals and collectively.
• Collaborating. Anything of value happens through a team. No one person has all of the skills to solve our customers\' problems. We’re inclusive and open to all voices.
• Building Excellence. Not to be confused with perfection. Making sure measures are clear and fit for purpose. And celebrating it as we go.

What we offer

• Salary: Genuinely competitive - we can share full details during the initial interview stages
• Holidays: 27 days annual leave (plus bank holidays)
• Wellbeing: Wellbeing days, 10 days sick leave per year + an awesome people-first culture
• Tech / Home Office Allowance: Annual £250 towards tech tools & your working-from-home costs
• Perks: Pension contribution, personal insurance package, L&D budget, Cycle to Work scheme, awesome transparent and employee-first culture
• Working Setup: Hybrid model - 3 days per week in our brand new office in central Belfast.

Interview Process

3 stages (incl. presentation).

• Introductory Screening Interview with our Talent Partner (Video - 30 mins)
• F2F with Customer Success Lead and Director of Business Development + one of the team (60-75 mins, including presentation task)
• Final video interview with People & Culture Lead and CEO (30-45 mins)

Snapper offers an inclusive environment celebrating diversity and enabling everyone to flourish. We want the best you, however you turn up. Bring your worldview, faith, family, tattoos, hobbies, or whatever it is that makes you special.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service, Information Technology, and General Business
• Industries
• IT Services and IT Consulting and Technology, Information and Media

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