Customer Success Specialist

As a
Customer Success Specialist
, you play a key role within the Customer Service Team, providing outstanding support to new Care Control customers. Your primary focus is to deliver an effortless, smooth and trouble-free onboarding experience, ensuring every new customer feels confident, supported and set up for long-term success.

You will work closely with customers to understand their needs, configure Care Control to support their business processes, and design and deliver clear implementation and training plans. You will ensure customers are using the software to its fullest potential, providing training and end‑user support throughout the implementation period before gradually transitioning them to the Support Help Desk for ongoing routine support.

In this role, you will collaborate daily with Customer Support colleagues, sharing feedback and insights to continuously improve the customer journey. You may also provide additional training to existing customers and assist with Customer Support tickets where needed.

This role may require occasional travel to customer sites to deliver on‑site training, as well as hosting face‑to‑face training at Care Control’s Head Office.

To ensure new Care Control customers are successfully onboarded, fully trained and confidently using the software, resulting in high adoption, strong customer satisfaction and a smooth transition into BAU support.

• New customers fully implemented within the agreed 4–12 week window
• High customer satisfaction / onboarding NPS
• Implementation completion rate within agreed window
• Strong product adoption and usage across key Care Control features
• Clear, accurate documentation of all training and implementation activities in the CRM
• Proactive feedback shared to improve onboarding processes and customer experience

• Develop and maintain strong, professional relationships with new customers, ensuring satisfaction and product adoption
• Act as the primary point of contact for all customer communication and queries whilst in their onboarding period.
• Understand customer objectives, operational needs, and challenges to recommend suitable Care Control solutions.
• Ensure the customer achieves their agreed go‑live date.

• Develop a working expertise in Care Control’s software suite to confidently train and assist customers.
• Continually improve your knowledge base especially as latest updates are released to ensure you are remaining ahead of our customers’ needs with software advancements.
• Provide a first‑class onboarding experience for new business customers on a daily basis
• Manage customer issues and complaints promptly, with professionalism and empathy, escalating to senior colleagues when appropriate.
• Ensure all service level agreements (SLAs) are met and documented accurately.
• Implement New Customers within the agreed Implementation Go‑live Window of 4‑12 weeks. Where a longer period has been agreed, follow‑up and complete Implementation within the agreed window successfully.
• Daily use and accurate upkeep of the company’s CRM system, recording all implementation training provided with accurate records.
• Provide Video conference recorded training and forward to customers in a timely manner.
• Answer incoming emails (and calls, if applicable) relating to new business implementation and associated customer support.
• Adhere to Care Control’s ISO 27001 policies and procedures, ensuring the confidentiality, integrity, and availability of customer data.
• Support incident reporting and information security processes, raising any data breaches or concerns immediately through the proper channels.

• Work closely with Customer Support, Key account Management and Sales teams to deliver a seamless customer experience.
• Provide weekly feedback to the Customer Success Manager on project statuses, project cancellations, onboarding bottlenecks impacting the customer journey.
• Share customer insights and feedback to support product improvement and feature development.
• Provide regular feedback as to how New Customer Onboarding can…