Customer Success Representative

At Shireburn, we help businesses work smarter through innovative HR, payroll, and business software solutions. For over 40 years, we've partnered with organisations across multiple industries, providing technology that simplifies processes, improves efficiency, and supports business growth.

We're looking for a Customer Success Representative to join our team and play a key role in helping customers successfully implement, adopt, and maximise the value of our solutions. This is an exciting opportunity for someone who enjoys working closely with clients, delivering training, solving problems, and building long term customer relationships.

What You'll Be Doing

• Onboarding new clients and managing implementation projects from initiation to completion.
• Understanding customer requirements and recommending the most suitable solutions to meet their needs.
• Managing project timelines and ensuring implementations are delivered within agreed deadlines and budgeted hours.
• Conducting training sessions for end users, both remotely and on site.
• Delivering engaging one to one and group training sessions to help customers maximise the benefits of our software.
• Monitoring project progress and providing regular updates to customers and internal stakeholders.
• Maintaining accurate project documentation, records, and timesheets.
• Collaborating with Product, Development, Support, and Customer Success teams to address customer requirements and challenges.
• Responding to implementation related support requests and providing guidance to customers.
• Maintaining a high level of product knowledge and staying up to date with new product features and functionality.
• Supporting customers through post implementation follow ups to ensure successful adoption and satisfaction.
• Building and maintaining strong customer relationships.

What We're Looking For

• A Bachelor's degree in Business Administration, Project Management, Information Technology, or a related field.
• At least 1 year of experience in a customer facing role, ideally within software, SaaS, or implementation environments.
• Strong organisational and time management skills.
• Good problem solving and analytical abilities.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and deadlines.
• Confidence in delivering training and presentations to different audiences.
• A customer focused mindset with a proactive approach to problem solving.
• Ability to work both independently and collaboratively within a team.
• Fluency in English. Knowledge of Maltese will be considered an asset.

Nice to Have

• Experience working with HR, Payroll, or Time & Attendance systems.
• Experience delivering software implementation projects.
• Familiarity with project management or customer success tools.
• Experience within a B2B software environment.

You’ll thrive in this role if you

• Enjoy working directly with customers and helping them achieve their goals.
• Feel confident delivering training sessions and presentations.
• Are naturally curious and enjoy learning new technologies.
• Are organised and enjoy managing multiple projects simultaneously.
• Have a solution focused mindset and enjoy solving challenges.
• Build strong relationships and communicate effectively with different stakeholders.
• Take ownership of your work and follow through on commitments.
• Enjoy working in a fast paced and collaborative environment.

What success looks like

• Customers are onboarded successfully and within agreed timelines.
• Implementation projects are delivered efficiently and meet customer expectations.
• Training sessions are engaging, effective, and well received by participants.
• Customers adopt and utilise Shireburn solutions successfully.
• Strong customer relationships are built and maintained.
• Customer satisfaction remains high throughout the implementation journey.
• Customer requirements are addressed proactively through effective collaboration with internal teams.
• Customers recognise Shireburn as a trusted partner in achieving their business objectives.