Walk-in || Exciting Job Opportunity For Customer Enablement Associate / Advisor

Hello Everyone,

I am writing this Job Post to brief about the job opportunity with IRIS KPO Resourcing Pvt Ltd (IRIS Software Group) for Customer Enablement advisor,

Please find the job description and specifications attached for your references,

Shift timing : UK Working Hours ( 2 PM to 11 PM IST)

Work from office - Chennai

Web Link : https://www.iris.co.uk/

LinkedIN : https://www.linkedin.com/company/iris-outsourcing-and-global-product-development-centre/posts/?feedView=all

Company Overview

IRIS Software Group is one of the UKs largest privately held software companies. Acquired by HG Capital in 2018, its purpose is to be the most trusted provider of mission-critical software and services, ensuring customers get it right first time, every time.

IRIS takes the pain out of processes and let professionals working in businesses and schools focus on the work they love. Its software solutions and services for finance, HR and payroll teams, educational organisations, and accountancy firms helps comply with regulations, drive productivity and better engage with key stakeholders. Through simplifying, automating and providing insights on everyday mission-critical tasks for organisations of all shapes and sizes, IRIS ensures customers can look forward with certainty and confidence. 

IRIS has over 120,000 UK and international customers with 80% having a tenure of five or more years. IRIS is the largest third-party online filer with the UK Government. Ninety-one of the top 100 UK accountancy firms and 50 of the top 100 US CPA firms use IRIS software. Circa 20% of the UKs workforce is paid by IRIS payroll offerings. More than 850,000 UK employees are managed by IRIS HR solutions. Over 11,000 UK schools and academies use IRIS, with four million parents and guardians using IRIS apps to connect with their children’s school; 300 million messages are delivered between schools and parents each year, and over £15 million transactional payments are processed every month. IRIS is placed in the Grant Thornton Sunday Times Top Track 250 and the Megabuyte50. 

IRIS is backed by Hg, Europe’s leading software investor and is committed to helping build IRIS as an ambitious business. Its support includes a dedicated operations innovation team which provides practical support to management teams to help them realise their growth ambitions.

To see how IRIS helps organisations get things right first time, every time, visit www.iris.co.uk or follow IRIS Software Group on LinkedIn, Twitter and Instagram.

Purpose of Job

Reporting into the Customer Enablement Manager you will play a key role in delivering best quality calls for the Customer Onboarding team, leading the way for best practices to maximise the value our customers get from  new products and thereby minimising churn. You will support customers from a variety of channels, prospects, new customers, and existing customers, to purchase or use IRIS products and realise the value that being part of the IRIS family can bring.  From sign up, through to churn prevention and understanding why IRIS  is the right fit, you will play a key part in providing solutions to help bring on board and retain existing clients. You will also spot opportunities for growth, and escalate accordingly, and you will be working cross functionally throughout IRIS to gather customer feedback that shapes customer loyalty, and develops and grows the IRIS  customer base of the future.

For success in this role, you will need to be excited by change, have an eagerness to try new solutions and a great understanding of excellent customer service. This role will also require strong product knowledge of IRIS products, and great influencing skills to drive customers to expand their usage. A key component of success will be the ability to identify trends and insights from your activities and be able to use those to improve the project moving forward.

Main Responsibilities

• Work with the Customer Enablement Manager to evolve processes and practices that oversee the customer's adoptions of products, ensuring customer are set up for success and are successfully using their IRIS products.
• Work cross functionally with sales and marketing to contact customers who are trailing or considering purchasing IRIS products to deliver onboarding calls and guidance that result in purchase. 
• Work cross functionally with Retentions and migrations to Identify and consult with existing customers who are interested in IRIS, tracking, and managing at-risk through to a successful resolution for the customer and business.
• Proactively use insight gained across all streams to improve customer sign up and retention by feeding back results, suggestions, and verbatim feedback to the Customer Enablement Manager.
• Other duties as assigned

Person specification

Qualifications

Knowledge/Experience

• Sales experience or technical support experience in a contact centre environment, target driven, self-motivated, and able to work in a fast-paced, constantly changing environment.
• Excellent communications skills and strong customer service background.
• Ability to switch tasks and focus on different customer segments. From prospects to onboarding and migration, then renewals to ensure covering all aspects of the customer journey.
• Committed to a relentless focus on the right solution for the customer.
• Willingness to learn new products and understand the customer’s journey.
• Self motivated and adaptable to work independently or as part of a team.

Key Competencies

• Customer Service focussed
• Proven track record in achieving targets
• Clear and concise communication skills - verbal and written
• Adaptable to change and eager to explore new ideas
• Good interpersonal skills
• Resilience
• Flexibility