Customer Success and Onboarding (B2B SASS Platform)

Cyberhawk are looking for a an enthusiastic customer success an onboarding professional to join our iHawk SAAS platform team. This is a hybrid role working from our pet friendly office in Ratho, Edinburgh.

About us:

Cyberhawk is a fast-growing, successful technology company. We are the industry leaders in drone-based visual inspection and survey solutions for energy infrastructure and major capital projects. Our cloud-based enterprise software iHawk is a visual-data solution that harnesses drone and other visual data to allow large scale sites and assets to be managed and maintained easily. Ultimately, we help make asset & project management be safer, easier and greener by keeping people out of danger and significantly reducing the carbon footprint of the energy and capital projects sectors.

Our people are the secret to our success. We thrive because of our team’s incredible talent and outstanding service. We plan to grow a lot this year and are looking for a number of people to join our high-performance team.

About our Customer success / Onboarding role:

This is a great role for someone with experience providing excellent customer service. You will be joining our excellent iHawk team and providing the first point of contact to our

first point of contact for existing and new customers. You will be helping us to improve the customer journey, onboard new clients and contributing to our knowledge base to make sure our customers get the very best from our iHawk product.

The role includes:

• Triaging and prioritising items through the ticketing system/service desk to ensure smooth and efficient resolution of iHawk issues.
• Ensuring problems, incidents and trends are fed back into the product development cycle.
• Providing excellent customer support and service including queries, issue handling and complaints across multiple communication channels.
• Taking ownership of support tickets and manage through to resolution in line with defined SLAs, escalating issues where necessary.
• Liaising with our development team on support matters and ensuring improvement suggestions are fed back to our product team.
• Working with our service design function to improve the customer journey.
• Assisting with successful on-boarding of new customers.
• Coaching and educate product users about iHawk features and functionality to encourage engagement.
• Proactively contributing to our knowledge base to create new or improve existing articles to promote customer self-service.

Key Role Skills And Capability Requirements

To be successful in your application we are looking to identify the following on your profile and past history:

• Proven experience in customer support / customer success
• Use of SaaS customer CRM and support tools
• B2B customer services – preferred
• Experience using Jira Service Management - preferred

Our values and what it is like to work here:

We have a no drama way of working. We work as one team, growing together, sharing our knowledge and skills to help us all succeed and feel valued. We are a team who cares about the work we are doing and find it rewarding. We value learning and seeking out new challenges and we are not afraid to make mistakes. We are open and honest in our communication and trust and respect each other. We strive to deliver the best results and deliver work that we are all proud of. We enjoy our work, contribute and make ourselves heard. More importantly, we have a laugh and fun whilst doing it!

Company Benefits:

• Competitive salary
• Hybrid working
• Bonus
• 30 days annual leave (including bank holidays)
• Salary Exchange Pension scheme
• Life insurance, Digital GP & Employee Assistance Programme
• Free onsite Gym membership and discounted climbing rates
• Cycle to Work scheme
• Electric Car Salary Sacrifice Scheme
• Monthly adventure draw
• Pet friendly office
• Employee Referral Scheme
• Quarterly team building activities