Implementation & Support Specialist

Vertice is a rapidly expanding technology company on a mission to help businesses manage their growing spend on SaaS and cloud. Businesses are turning to Vertice to gain visibility and savings on their SaaS stack and cloud spend, taking advantage of pricing insights, trend data, smart dashboards and expert negotiators.

Founded by serial entrepreneurs, Roy and Eldar Tuvey, with a successful history of building SaaS startups, Vertice has already become one of the fastest growing vendors in the market. Following a remarkable 7x ARR growth in 2023, Vertice has raised a total of $51 million to date. The Series B funding round, announced in January 2024, aims to fuel global expansion and drive product innovation. 

We’re well positioned to achieve our mission but we need the right people to ensure it happens. We’re looking to scale quickly but responsibly as we embark on an exciting new stage of growth. Headquartered in London, you’ll be joining a global company and working across talented cross-functional teams to drive innovation and make a significant impact. 

The role

As an Implementation & Support Specialist, you will play a pivotal role in ensuring our customers' success by handling both data-driven tasks and providing outstanding product support. Your primary focus will be preparing and verifying the accuracy of contractual data, ensuring smooth customer onboarding, and acting as first line of support for  any technical or data-related issues. There will also be an expectation to service and support our customers post-implementation when the business dictates.

This role requires meticulous attention to detail and comfort in working with spreadsheets, online forms, and customer data.

Responsibilities

• Timely onboarding of new customers and uploading of contracts to the Vertice platform.
• Prepare, verify, and maintain accurate customer and contractual data, ensuring completeness and accuracy of all documents.
• Research and obtain missing information from incomplete data sets, ensuring all customer details are up-to-date before onboarding is complete.
• Ensure customers  are informed every step of the way - raising issues and blockers with Customer Success.
• Maintain logs of all interactions, data updates, and support cases to ensure accurate records and accountability.
• Identify trends and common issues during the onboarding process, providing insights to continuously improve internal processes and customer experience.
• Escalate critical issues, bugs, and security concerns to the appropriate teams, ensuring they are addressed promptly.
• Work with our QA process to constantly ensure data accuracy for our customers.

Requirements

• 1-2 years experience in a customer-facing role working for a SaaS company or fast-growing start-up.
• A sharp eye for detail and a familiarity with spreadsheets, online forms, and data management.
• Comfortable with handling confidential customer or contractual data.
• Comfortable working with SLAs and meeting set deadlines for tasks.
• Expert knowledge of Microsoft Excel, Google Sheets, or other spreadsheet software (SQL skills are a bonus).
• Strong ability to prioritize and manage workloads according to business needs and time-sensitive SLAs.
• Proficiency with customer experience tools like Zendesk, Freshdesk, Intercom, or similar platforms.
• Excellent analytical, problem-solving, and communication skills.

In this role, you’ll be the crucial link between our data, product, and customers, ensuring accuracy, efficiency, and customer satisfaction at every step of the process.

Why join Vertice?

• Be a part of a fast-growing, innovative startup that is changing the way businesses buy and sell SaaS.
• Work with passionate and talented teams that value your contributions and expertise. 
• Be part of a culture that promotes a growth mindset, transparency, collaboration, understanding and diversity. 
• Share in our success with equity options.

Final things to note

Vertice is an equal opportunities employer, although you must be legally able to work in the UK, and any data you provide us will be stored and disseminated in accordance with Vertice’s privacy policy.

We like to deal directly with our candidates so no agencies please!

If you aren’t sure this job applies to you, feel free to send your CV to careers@vertice.one, and we’ll be happy to take a look and see
if you could be a good fit anywhere else in our business!

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