Customer Success Associate

We’re looking for a proactive and customer-focused Product Operations Associate (internal Job title) to join our growing team at Workwell Outsourcing. Working closely with the Product Operations Manager, you'll play a vital role in supporting our clients and internal teams by delivering excellent service, facilitating user training, and helping customers get the most from our evolving technology platforms. This is a hybrid role based in Camberley and offers a dynamic working environment with a strong emphasis on collaboration and continuous improvement.

What You’ll Be Doing

• Providing exceptional support through the Freshdesk ticketing system, ensuring timely, empathetic, and solution-focused responses.
• Building strong client relationships by hosting review meetings, facilitating onboarding, and delivering additional training where required.
• Maintaining up-to-date user guides and help documentation for our Evertime system, ensuring both clients and internal stakeholders stay informed on new features and enhancements.
• Identifying recurring customer issues and collaborating with Product, IT, Sales, and Marketing teams to help shape improvements.
• Assisting with onboarding new users and promoting relevant upsell and cross-sell opportunities that add value for clients.
• Ensuring service level agreements (SLAs) are consistently met or exceeded.
• Supporting the Customer Success Manager in managing internal and client-facing projects.
• Delivering remote or in-person training sessions, including managing scheduling and cost considerations.
• Advocating for the Workwell Outsourcing brand and technology by championing client needs and promoting product benefits.