Customer Success Specialist

2 weeks ago

United Kingdom Civica Full time

Customer Solutions Consultant Location: Home Based
Permanent

We are looking to recruit a Customer Solutions Consultant to join Civica's Central Government Division. The Consultant will have a strong background in bespoke software development and the creation of new digital services. This role involves engaging with potential customers to shape innovative software and data solutions for a range of customers in the public and private sector. You will play a key role in pre-sales activities, building trust and credibility with clients, and ensuring our solutions are competitive, cost-effective, and aligned with our delivery capabilities.

Specialisms

While all consultants are required to engage with customers to advise and shape solutions across the breadth of the Central Government portfolio, each consultant is expected to possess deep expertise in one or more of the following specialisms, and is expected to take ownership for technical solutions in bids that fall within this area of expertise:

Multi-Channel Digital Services
Digital Workplace Solutions
Data/Insight Solutions
Application Managed Services and Modernisation
Major Transformation Programmes (Large Deals)

Role Purpose:

Engage with potential customers to build trust and credibility.
Shape software and data solutions for challenges and requirements

Solutions include:

Multi-channel (web/mobile/chat) B2B or B2C digital services
Digital workplace and collaboration solutions (e.g. M365/Sharepoint/Dynamics/Teams)
Data solutions (e.g. data marketplaces, data integration services, MDM, open data hubs)
Insight solutions (e.g. data warehouses, business intelligence, dashboards, AI/advanced analytics)
Cloud migration and application modernisation

Principal Responsibilities and Tasks:

Engage confidently and passionately with customers to build trust and credibility.
Excite customers about our capabilities and solutions
Facilitate customer workshops to identify business challenges and requirements.
Support customers in building a case for change.
Explore solution options with prospective clients and recommend innovative, compelling, and cost-effective solutions.
Oversee the development of prototypes or demonstrations to build confidence and prove value.
Establish customer consensus for the recommended solution and approach.
Lead the preparation and delivery of presales presentations and demonstrations.
Own and drive the technical solution in major bids, guiding teams of solution architects and technical SMEs to propose innovative, compelling, and cost-effective solutions.
Contribute technical content as part of RFI/RFP/ITT/bid responses.
Own the cost model for technical solutions in bids, liaising with engineering teams to define costs.
Liaise with engineering and delivery leads to define delivery plans and resource models for bids.
Coordinate effective peer review of estimates.
Coordinate Infosec and Solution and Cloud reviews of technical solutions in bids.
Interface with implementation/project teams to ensure smooth transition from Sales to Delivery.
Assist with or direct the creation of technical details for marketing collateral.

Essential Experience:

Proven track record in technical presales, shaping and leading the technical aspects of bespoke digital and data opportunities.
Knowledge and experience of UK Public Sector procurement and bespoke digital solutions.
Subject matter expertise and working knowledge in one or more of:
Digital services development
Application modernisation and transformation
Bespoke software development

Essential Skills:

Energetic, passionate, and enthusiastic, able to generate excitement and buy-in from clients.
Customer-focused, committed to providing high-quality services and solutions.
Creative and innovative in delivering customer success.
Keen eye for detail and ability to infer and clarify unstated requirements.
Effective communication of customer requirements to bid contributors and senior management.
Organized and confident in facilitating client workshops.
Excellent communication and presentation skills with impact and clarity.
Ability to communicate technical information to non-technical staff.
Exceptional relationship and stakeholder management.
Gravitas and ability to develop trust with clients.
Adaptable to changing business and customer needs.
Willingness to travel when required

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