Risilience

Client Support – Implementation Specialist

Risilience

full-time

Posted on:

Location Type: Hybrid

Location: Cambridge • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

About the role

  • Owning & Scaling Client Support
  • Own the Function: Take full ownership of the support queue, ensuring client issues are resolved clearly, efficiently, and with a high standard of care.
  • Build for Scale: Design and implement scalable support processes and workflows.
  • Identify opportunities to introduce cutting-edge tools (including AI) to improve speed and quality.
  • Knowledge Architecture: Build and maintain a practical, well-organized knowledge base to reduce ticket volume and empower clients to self-serve.
  • Metrics & Reporting: Track and interpret support metrics to highlight what is working, identify trends, and report on the health of the support function to leadership.
  • Cross-Functional Collaboration: Work with Client Success, Implementation, and Product teams to address recurring issues, acting as the voice of the customer to inform product stability and enhancements.
  • Project Delivery & Implementation
  • Configuration & Customization: Collaborate with stakeholders to initially configure the platform, ensuring Risilience models are accurately parameterized to reflect specific business risks.
  • Data Management: Facilitate complete and accurate client data gathering for input into the platform and provide quality control on modelling results.
  • Client Training: Develop and deliver effective client workshops and training sessions to guide and empower clients to utilize Risilience solutions.
  • Project Execution: Execute project plans with revisions as necessary to meet changing needs and requirements during the onboarding phase.

Requirements

  • Process Builder: Someone who enjoys improving systems and helping build better processes, not just following existing ones.
  • Client Experience: Experience interacting with customers (businesses, governments, or society) in a support or client services capacity.
  • Problem Solving: A technically oriented self-starter with a natural aptitude for problem-solving and data interpretation.
  • Communication: Excellent interpersonal, written, and verbal skills, with the ability to communicate complex topics to technical and non-technical audiences.
  • Project Skills: Experience leading projects with good time-management and organizational skills.
  • Education: Educated to at least an undergraduate degree level or equivalent professional experience.
  • Industry Knowledge: An understanding of the current sustainability regulatory landscape (e.g., TCFD, IFRS, and CSRD) or experience in climate change, nature risk, economics, or risk.
  • SaaS Experience: Experience working with clients as part of a consulting or SaaS technology organization.
  • Support Tech: Familiarity with support tools such as Zendesk, HubSpot, or Salesforce.
Benefits
  • Annual bonus
  • Pension scheme
  • Flexible working
  • Commitment to staff diversity

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
process improvementdata interpretationproject managementconfigurationcustomizationclient trainingmetrics trackingworkflow designknowledge managementproblem solving
Soft skills
interpersonal skillscommunication skillsorganizational skillstime managementcollaborationself-starterclient experienceadaptabilitycritical thinkingleadership