Intermediate Customer Solution Specialist

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade - wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.

Klipboard is a global, growing business that embraces AI and emerging technologies to enhance customer outcomes, collaboration, and continuous improvement. We’re looking for people who are curious about or fluid with AI, open to change, and excited to learn how technology can improve the way we work and help our customers which is always supported by strong human insight and communication.

The Customer Solution Specialist (CSS) role reports to the Head of Customer Experience inside the product function. This reporting line represents the belief that, ultimately, customer experience lives inside the product. As an extension of the product team, the CSS is a critical link between the customer and the product.

This role is entirely focused on making sure Skynamo is valuable to the customer. The key metric we measure is customer usage, with the CSS continually engaging with our customers to look for additional ways that Skynamo can add value in their business.

You will be responsible for the onboarding of new customers and the continued development of existing customers, including solution design and implementation management.

As part of a team, this role is tasked with both identifying opportunities for Skynamo to capitalise on (proactive product development) as well as solving product-based root cause problems that cause transactional friction for our customers (reactive product development).

Each CSS takes care of support for their assigned customers. In addition, they will work as

a team to provide frontline support on a rotational basis, including afterhours (emergency)

support. It is expected that support work will account for approximately 20% of the role. An additional element of the role will be pre-sales support, as needed by the sales team.

Our CSS team works under broad direction, where our value of self-direction is emphasized not only in the work done (which is often self-initiated) but also in team formation and the development of the CSS function within the business.

You can expect to primarily have a standard 9-hour day. However, we have customers all around the world and we need to ensure that they can be supported when needed.

This is primarily an in-office role with an expectation of in-office during core-working hours of 9am-3pm each day with reasonable flexibility depending on circumstance. There will be the requirement for occasional travel and time away from home

Key Responsibilities:

• Increase customer usage of Skynamo.

• Increase awareness of Skynamo’s full functionality.
• Find a way to say ‘yes’ to most customer requests.

• Consulting with customers - looking beyond the request to the ultimate ‘why’ and advising the customer on best ways forward with Skynamo, or inside their ERP.
• Influence product development.

• Finding product development opportunities that exist inside the customers’
• technical and operational system.
• Reduce support tickets over time by supporting products to address recurring support issues.

• Reduce maintenance burden of solutions by ensuring well configured solutions that meet customer needs.
• Identifying ways to improve Skynamo products, services, or processes to increase customer satisfaction and value.Working closely with the sales team, providing pre-sales support and customer insights.
• Mentoring and coaching junior and intermediate customer success specialists.
• Experimentation and learning mindset - a commitment to curiosity and open- mindedness, embracing failure as a valuable learning opportunity, and continuously seeking improvement.

Skills, Knowledge and Experience:

• Experience with accounting, ERP, WMS, or CRM software (Sage Evolution, Acumatica, Syspro or similar), data analytics tools, and proficiency in Microsoft Office Suite.
• Minimum of 3-5 years of experience in the following or similar, customer facing rolls preferably in the software/SaaS industry with a focus on solution design, implementation and customer retention:
  • Business Analyst
  • Customer Success Manager
  • Sales Engineer/Pre-Sales Consultants
  • Technical Support Engineer
• Bachelor's degree in business administration, Industrial Engineering, Information Technology, Computer Science, or a related field.
• Business acumen: understanding the client’s business problem and context
• Responsive to customer needs and requirements
• Problem solving mindset
• Ability to analyse trends and find patterns
• Mentoring and coaching
• Active listening
• Excellent interpersonal skills
• Excellent written and verbal communication
• High accountability
• Highly organised
• Team orientation
• Proactive
• Learning mindset
• Resourceful
• Humility
• Empathy
• Comfortable with ambiguity

Company Info

You may also have seen from our recent posts that we are excited to begin sharing our new company name - Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter!

Equal Opportunities

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.

Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!

To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes.