Customer Support & Enablement Executive

About the Company

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 60k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

About the Role

The is a key role focusing on supporting our customers (buyers) to get maximum value from their subscribed products and services. Working closely with Buyer Success Managers, you will guide customers through onboarding, provide expert training, and offer ongoing support to ensure strong platform adoption. By acting as a trusted advisor, you will help retain subscriptions, strengthen customer engagement, and contribute to the growth of buyer advocacy across the organisation.

Responsibilities

Customer Onboarding & Support

• Complete the initial set up of the platform to meet the customer requirements.
• Deliver comprehensive customer training across all products.
• Respond efficiently to customer feedback, support requests and queries in line with defined SLAs, providing customers with advice, training and/or solutions.
• Liaise closely with development teams to ensure customer issues are reported and dealt with in a timely manner.
• Act as the voice of the customer and liaise with key stakeholders to feedback on the product and customer resources to ensure continual improvement.
• Monitor and adhere to key performance indicators (KPIs).

Driving adoption

• Serve as a subject matter expert for platform use and support, demonstrating and educating on platform functionality to ensure they are getting maximum value from their membership.
• Champion new product features, communicating and demonstrating them to release additional value for the customer.
• Prepare impactful data and insights for regular customer business reviews.
• Assist the buyers in their supply chain onboarding by preparing and uploading data and providing progress reporting.
• Work collaboratively within the Buyer Success Team, contributing ideas and strategies to raise the profile of Once For All and onboard new customers.
• Provide support to the Customer Account Managers during pre-sales engagements, sharing your product and subject matter expertise with prospective customers.

Buyer Liaison

• Manage the Buyer Success Management inbox, acting as a front-line expert for our Buyer solutions.
• Escalate verification requests on behalf our buyers within expected SLA.
• Help our customers in using our technology over the phone, online, via email and in person (where required).
• Provide assistance and act as a trusted advisor to the Buyer Success Managers in their day-to-day customer interactions as needed.

Qualifications

• A minimum of 1 year of customer facing experience in a SaaS based environment.
• Experience in training delivery.

Required Skills

• Exceptional communication skills. You must be able to write and speak clearly and be able to explain technology to customers in a straightforward way.
• Strong problem-solving skills with an analytical approach when working with data.
• Loves working with customers and comfortable with phone and video calls.
• A passion for technology and software.
• Works with a commitment to accuracy and a high level of attention to detail.
• Able to prioritise and perform effectively under pressure.
• Dependable, organised and able to follow through on commitments made both internally and externally.
• Naturally inquisitive and interested in the ‘why’.
• Enthusiasm, passion and excitement for the job, and loves to be part of a team.
• A quick learner.
• Enjoys working in a fast paced, growth environment and doesn’t mind the unknown.
• Someone with drive and who wants continuous professional development.
• We will provide all the necessary sector training however demonstrating basic understanding of Construction or supply chain risk management preferred.

Benefits package

As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:

• Wellness fund or *Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• 24/7 and 365 Days Employee Assistance Programme
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week – Basingstoke office

Salary range £30,000 - £35,000 dependent on experience