Job Description
Summary:
Our client have an international Customer Success Team that resides in the UK and looks after the globe. Their customers are the senior leadership and operational managers in the countries within the business. It is their job to ensure that the technology deployed is working and the country teams understand how it is running.
As part of the Customer Success Team you will provide support to global markets in successful development, deployment and support of an internal branded IT product around the globe.This includes
New hardware, process and propositions
Operational and commercial best practice
Support the delivery of the growth strategy
Location:
The office location is in West Sussex and you will be required to go to the office at least twice a month for face-to-face meetings and work shops etc. However, this role is mostly remote and they run a flexible working system.
Reporting
You will be reporting to the Head of IOT Customer Success.
Key Relationships:
You will be required to engage with the following key stakeholders in the wider business:
Senior Management / Operational Staff / Central Functional Teams / international Colleagues.
Accountabilities:
Work closely with Product Owners, Product Development and Science & Innovation teams to develop, deploy and support new products and processes.
Identify, Investigate, and feedback opportunities and risks pertaining to the success of the products to key stakeholders especially product owners.
Lead the deployment of product initiatives to deliver overall company strategy
Work with the countries stakeholders to determine the requirements for Beta Pilots to gather key product and market insights to inform the final product development and proposition requirements.
Feedback deployment/development status to the Leadership team on a periodic basis as required.
Plan, lead and coordinate the programme product testing activity. Own the piloting and testing programme for IOT products and post trial evaluation against agreed success criteria, acting as the primary contact between the central and country teams.
To act as primary contact for test markets when field queries arise regarding IOT products.
Lead the technical transfer of product knowledge/process to the country teams to enable effective in-country system set-up and operation.
Responsible for transfer of technical knowledge and ownership from product owners to the country teams enable them to be self-sufficient in first line troubleshooting of system faults.
Using knowledge and experience of global deployment, support markets in the building of a successful and sustainable product portfolio.
Educations, Qualifications or Training:
Essential:
Good communication skills at all levels
At least 2yrs customer facing operational experience
A good understanding of managing change in a business
At least 2yrs of reviewing & assimilating large amounts of data
A good knowledge of business analytics
Desirable:
Degree qualified
A formal business analysis qualification
Fluency in other European language, ideally Spanish