Junior Customer Success Manager

Bray, Ireland

Position Overview:

We are excited to announce an opening for a Junior Customer Success Manager within the Operations team. This is a crucial role in ensuring seamless operations and continuous success within the organisation. This individual will be responsible for ensuring that each and every customer has a hugely positive relationship with Softworks.

The successful candidate will work closely with customers to ensure that they are getting real value from the Softworks system. They will be tasked with technical problem-solving, troubleshooting issues, helping to resolve complex queries, and guiding customers on the best and most effective use of our products.

The role involves a blend of technical expertise and customer service skills, as the role entails working closely with clients to understand their operational needs and acting as a trusted technical contact, working alongside Support, Projects and Development teams to deliver solutions and continuous improvement.

Role Responsibilities:

Customer Engagement:

  • Work cross-functionally with Support, Training, Sales, and Development teams to meet customer expectations
  • Establish a structured keep-in-touch plan with new customers to build and maintain strong, long-term relationships
  • Reinforce and maintain existing client relationships while helping customers maximise platform value
  • Ensure customers receive relevant guidance and support throughout their lifecycle with the platform
  • Establish and maintain structured engagement with customers to manage relationships and support adoption.

Customer Support

  • Investigate and resolve customer issues, ensuring problems are addressed through to resolution.
  • Collaborate with Support and Development teams on escalations, root cause analysis, and product improvements.
  • Advise customers on best practices for using the software effectively.

Training Coordination:

  • Collaborate with the Training team to coordinate and schedule customer training sessions to ensure effective use of the Time and Attendance software.
  • Work with internal teams to prepare training materials tailored to customer needs.
  • Monitor training completion and follow up as required.
  • Support onboarding, upgrades, and adoption of new features.

Product Implementation:

  • Assist Senior Project Managers with implementation and configuration tasks to ensure smooth deployment.
  • Support project teams in preparing customers for system readiness.
  • Develop knowledge of the software to provide informed guidance during implementation.

Customer Health Monitoring:

  • Monitor customer health, identifying risks and areas for improvement.
  • Conduct regular reviews and check-ins with customers to ensure satisfaction.
  • Collaborate with internal teams to resolve issues and maintain customer success.

Continuous Improvement:

  • Review customer setups and recommend improvements to optimise workflows and software use
  • Identify opportunities to enhance processes and improve customer experience
  • Foster collaboration within the team and between departments for optimal outcomes
  • Stay updated with the latest industry trends and best practices
  • Continuously assess and improve documents and processes to ensure that they meet the needs of the business and the employees
  • Gather valuable feedback on the system and the company, both positive and/or negative, ensuring that we receive customers honest opinions which will allow us to develop any necessary solutions to any aspect of the project and enhance future implementations

Requirements:

  • 3rd Level Degree in Computer Science, Software Engineering, Business or relevant field
  • Minimum 3 years’ experience in a customer-facing technical role (Customer Success, Technical Support, Implementation, Solutions Consultant, or similar)
  • Strong technical skills
  • Excellent verbal and written communication skills with a strong ability to work directly with customers and manage ongoing relationships
  • A positive mindset and a real drive to succeed – attitude matters as much as experience
  • A solutions-focused, analytical mindset with a genuine interest in emerging technologies and innovations
  • Excellent time management
  • Strong organisational skills, with ability to manage multiple customers and priorities
  • Ability to work effectively under pressure
  • Proven examples of meeting deadlines
  • Problem-solving and conflict resolution skills
  • Excellent attention to detail
  • Strong team player, with ability to exercise initiative and embrace and adapt to change, when required
  • Ability to work flexibly and co-operatively to solve problems and achieve team goals

Desirable:

  • Experience with SQL, reporting, integrations, or API
  • Experience in the Time & Attendance industry
  • Familiarity with software and a willingness to learn our Workforce Management Solutions
  • Familiarity with support tools such as Zendesk or similar
  • Background in troubleshooting production systems and analysing root causes
  • Written and verbal fluency in one or more of the following languages; French, Italian, or Spanish

Expectations:

  • Demonstrate agility in a fast-changing technological environment, being open and adaptable to unsuspecting change.
  • Encouraging excellence and goal achievement with clients and colleagues, while striving for the same in your personal development.
  • Communicate regularly and efficiently with all stakeholders, both internal external.
  • Maintain strong co-operative relationships within the team and other departments to ensure that the organisation continues to function successfully.
  • Willingness to travel is essential.

About Softworks:

For over 30 years, we have been assisting companies around the world in organising the working day to make them more productive, profitable, and add value to their operations.

Our globally recognised and acclaimed Workforce Management Solutions include:

  • Time & Attendance/Flexible Working
  • Labour Scheduling & Optimisation
  • Absence Management
  • Project Tracking
  • Access Control

We take a customer-centric approach to always exceed expectations and delight our clients with a standout and powerful product. At Softworks, we are more than just people that work together; we belong to a team, all working towards one common goal – to create, market, and provide unparalleled support for the world’s most advanced and effective Workforce Management Solutions.

Location:

The role will be based in Softworks HQ in Bray, Co. Wicklow. We currently have hybrid working in place, combining office-based working with working from home.

Benefits:

  • Annual Leave starting at 23.5 days
  • Flexible Schedule
  • Hybrid Working
  • Workplace initiatives to promote employee wellbeing
  • Vibrant Social Club
  • Ministry of Fun
  • Regular Office Lunches
  • Cycle to Work Scheme
  • Gym Membership Subsidy after 6 months
  • Pension Contributions
  • Work from anywhere in the world for 4 weeks per year

Salary Details:

Base Salary €45,000 – €55,000 DOE

Applications:

Applications including cover letter should be sent directly by email to – careers@softworks.com. The successful candidate will have the opportunity to grow their skills and responsibilities within the company. Softworks is an equal-opportunity employer.