Guestia
Customer Success Consultant
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Customer Success Consultant
Location: Cranfield, Bedfordshire (Hybrid)
Salary: Up to £35,000 (depending on experience)
About Guestia
Guestia is a fast-growing SaaS company delivering event, guest, and ticket management solutions to some of the world's leading sports marketing agencies, brands, rights holders, and event organisers. Our platform powers hospitality programmes, sponsorship activations, and VIP experiences at some of the world's most prestigious sporting and entertainment events.
At Guestia, we're passionate about helping our customers deliver exceptional experiences. We combine innovative technology with outstanding customer service, building long-term partnerships that help our customers achieve success.
As we continue to grow, we're looking for a Customer Success Consultant to join our expanding Customer Success & Support team. This is an exciting opportunity for someone who enjoys solving problems, building relationships, and helping customers get the very best from technology.
The Role
As a Customer Success Consultant, you'll be responsible for delivering an exceptional customer experience throughout the customer journey, from requirements gathering, implementations, and on to ongoing support.
You'll combine technical application support with proactive customer success, helping customers onboard successfully, resolve issues efficiently, maximise adoption of our platform, and achieve their business objectives.
Working closely with our Product, Development, and Customer Success teams, you'll become a trusted advisor to our customers while ensuring they receive timely, professional, and knowledgeable support.
What You'll Be Doing
Customer Success & Relationship Management
- Build strong, long-lasting relationships with customers and become a trusted point of contact.
- Deliver an exceptional customer experience across every interaction.
- Support customer onboarding and implementation projects.
- Deliver customer training sessions, webinars, and product demonstrations.
- Help customers maximise the value they receive from the Guestia platform.
- Proactively engage with customers to encourage product adoption and identify opportunities for improvement.
- Gather customer feedback and champion the voice of the customer within Guestia.
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Application Support
- Manage customer enquiries via email, telephone, and Microsoft Teams.
- Investigate, troubleshoot, and resolve application and technical issues.
- Own support tickets from initial investigation through to successful resolution.
- Work closely with our Development team to escalate and resolve complex issues.
- Create and maintain customer-facing knowledge base articles and documentation.
- Maintain accurate customer records and support activity within our systems.
- Able to provide support out-of-hours as required to customers during projects or go-live events.
Collaboration & Project Delivery
- Work closely with colleagues across Customer Success, Product, and Development.
- Support customer implementations, software releases, and project activities.
- Travel occasionally to customer sites and live events within the UK and internationally when required.
- Provide support outside normal business hours when required for customer projects, software implementations, live events, or critical customer incidents.
- Contribute to continuous improvement initiatives across the Customer Success function.
About You
We're looking for someone who enjoys working with people just as much as technology.
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You'll be naturally curious, enjoy solving problems, and take pride in delivering outstanding customer experiences.
You'll ideally have:
- Experience in a Customer Success, Application Support, or Software Support role.
- Experience working within a SaaS environment.
- Excellent customer service and relationship-building skills.
- Strong analytical and troubleshooting abilities.
- Excellent written and verbal communication skills.
- The ability to explain technical concepts in a clear and simple way.
- Strong organisational skills with the ability to prioritise multiple tasks.
- A proactive, positive, and customer-first attitude.
- Experience using helpdesk or ticket management software.
- Databases or web applications would be advantageous.
- A valid passport and willingness to travel internationally on occasion.
Why Join Guestia?
You'll be joining a friendly, ambitious team working with some of the biggest names in sport and live events. We offer a collaborative environment where you'll have the opportunity to develop your technical knowledge, build lasting customer relationships, and play a key role in shaping our customers' success.
Benefits
- Salary up to £35,000, depending on experience
- Flexible working hours (between 8:00am and 6:00pm)
- Hybrid working (minimum three days per week in our Cranfield office)
- Private Healthcare
- Company Car Scheme
- Company Pension
- Performance Bonus Scheme
- Socials and team events
- Company days out
- Ongoing training and professional development
If you're passionate about technology, enjoy working with customers, and want to be part of an exciting and growing SaaS business, we'd love to hear from you.
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