Customer Operations Specialist

Job Description

Customer Operations SpecialistWHATS THE ROLEHilti has recently acquired Fieldwire, a leading construction Software-as-a-Service platform focused on construction productivity. As a Customer Operations Specialist youll play a key role in establishing the business in the UK market by liaising with ourcustomers. Youll be supported by both our Paris and US teams.WHO IS HILTIHilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belongingacross our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers. Hilti is very proud to be ranked as the UKs 12th best largeorganisation to work for in the Great Place to Work survey.WHAT DOES THE ROLE INVOLVEManage contract renewals and lead commercial negotiations with our customersAnswer incoming phone calls, chats, and emails, seeing each issue through to resolutionTroubleshoot account management, customer education, and technical support issues; follow and iterate on bug and feature-request reporting proceduresSystematically improve the usability of our platform and resourcesCreate new and update existing knowledge base articles, setup guides, and instructional videosGather and report on customer feedback trends to improve the product and account services from onboarding to renewalinterface directly with our product, engineering, sales, and success teams to champion the voice of the customer and develop new processes, automations, and customer outreach programsWHAT DO WE OFFERWe really value our people and weve worked hard to develop a reward package that reflects this. Some of our benefits include:Genuine career advancement (more than 80% of all leadership roles are filled internally)Competitive salary and above-average performance bonus6% employer pension contributionsPrivate Health Insurance and Employee Assistance Programme33 days holiday (inc. Bank Holidays) plus the ability to purchase 5 days more annuallyPaid leave to work on charitable projectsHilti Benefits Box, a reward platform offering a cycle to work scheme and shopping and lifestyle discounts/cashbackOur Regional Head Office is based at Circle Square in Central Manchester, where we are located a short walk from Oxford Rd train station and St Peters Square tram stop. We offer a hybrid working pattern between the office and home and different ways towork flexibly so please feel free to talk about what flexibility means to you at your interview. WHAT YOU NEED IS: Experience of Account Management, Customer Support, Success, or other relevant customer-facing experience, preferably in a SaaS contextMust speak and write in fluent English Articulate, effective written and verbal communication skillsOwner mentality and can-do attitudeDesire to learn in a dynamic startup environmentPositivity, empathy, and patience when working through customer issuesInternal locus of control with strong time management skillsCreative problem solver who asks for help as readily as they give itStructured, reliable, and able to communicate efficiently with all stakeholdersGreat to work with (ambitious and committed, and humble and fun at the same time)