Graduate Technical Customer Success Specialist

Job Title: Graduate Technical Customer Success Specialist

Company: ProvenWorks

Location: Reading, UK (Office-based)

Department: Product Engineering

Reporting to: Director of Product Engineering

About Us

ProvenWorks is a UK-based Independent Software Vendor (ISV) partner of Salesforce. We specialise in developing award-winning applications that enhance data management and integration within the Salesforce ecosystem. Our commitment to innovation and customer satisfaction has positioned us as a trusted provider in the Salesforce community.

We continue to be early adopters of new and emerging technologies, and we are looking for a like-minded individual to join our team and help us push boundaries.

About the Role

We are seeking a curious, proactive, and technically minded individual to join our team as a Graduate Technical Customer Success Specialist.

In this versatile role, you’ll play a key part in ensuring customer success - from providing technical support and running onboarding calls, to testing product releases and contributing to our AI-powered support initiatives.

You’ll also gain valuable exposure to the entire product development lifecycle and will be supported in working toward Salesforce certification to enhance your skills and career progression.

Key Responsibilities:

Customer Support & Success

• Provide Level 1 and Level 2 technical support to customers and prospects, ensuring timely and effective resolution of queries.
• Participate in customer success implementations for new and prospective customers - this will lead to running onboarding and training calls.
• Build positive relationships with customers by understanding their needs and delivering an excellent support experience.

AI-Enhanced Support & Knowledge Base Development

• Contribute to in-house engineered AI-powered solutions that help optimise the resolution of customer queries.
• Produce high-quality technical content - written and video - that supports customer success, powers self-service resources, and can be used to help ground AI models.
• Stay engaged with the latest AI and automation technologies, and collaborate with the team to explore their application within support and knowledge processes with the chance for this scope to grow into other departments.

Product Testing & Lifecycle Involvement

• Test product releases and updates to ensure quality, usability, and readiness for prospects and customers.
• Be an active part of the end-to-end product Software Development Lifecycle (SDLC) - providing input, feedback, and testing across product iterations.

Collaboration & Learning

• Work collaboratively with stakeholders across the business, including engineering, sales, and customer success teams.
• Take an active role in continuous learning - with company support to work toward achieving relevant certification.
• Report directly to the Director of Product Engineering and contribute insights to product and support discussions.

About You

• Ideally hold an undergraduate degree in a technical subject.
• A strong interest in technology and a curiosity for learning new tools, particularly AI and automation.
• Some exposure to customer support, technical troubleshooting, or software implementation (through coursework, projects, or early career experience).
• Comfortable communicating with prospects and customers via email and video calls. Excellent communication skills are essential.
• Organised, detail-oriented, and able to manage multiple tasks effectively.
• Ability to create clear, helpful documentation.
• Familiarity with Salesforce (CRM) is a plus, but not required. Training and certification support will be provided.

Why Join ProvenWorks?

• Gain hands-on experience across product support, customer success, and the product lifecycle.
• Work at the forefront of AI-driven support and emerging technologies.
• Be supported in achieving your career-progressing certification.
• Collaborate with a talented, forward-thinking team.
• Office-based role in Reading working with well-known global clients, providing opportunities for learning, close collaboration, and mentoring.

Benefits

• Help to gain relevant industry certifications
• Pledge 1% – you’ll be entitled to 3 days paid voluntary work
• Company pension scheme
• Holiday – up to 33 days annual leave
• Access to our Cycle-to-work scheme

Application Process

• Interested candidates are invited to submit their CV and a cover letter outlining their suitability for the role.
• You must already be eligible to work in the UK as ProvenWorks is not offering sponsorship for overseas candidates for this role.