Technical Account Manager

1 week ago

Leeds, Leeds, United Kingdom Gradbay Limited Full time

The Business

We are a forward thinking and innovative SaaS provider. Our software can be used across multiple sectors (we currently work in Rail, Construction and Renewables) and is positioned as a digital assurance solution used to maximise compliance, improve quality, and minimise risk.

We are a growing, scale-up business and are on an exciting journey with big plans. As a result of this, we have a number of open roles that we are recruiting against. Our headquarters are in Leeds; however we operate hybrid working and so we are flexible on location when thinking about talent.

The Job

What we do:

We work seamlessly with our clients to deliver the digitalisation of projects and processes through;

Intelligent configuration of our product

Data, ML and AI solutions

Continued product development

What we're looking for:

We are looking for a technical client onboarding manager to work within our Implementation team to manage and support our client base.

The role is a mix of client facing work, configuration, and Service Desk management within the Implementation team.The Implementation team is the conduit to gather client requirements and deliver the optimal digital solution.

This is a fantastic opportunity to join a growing tech business with an ambitious 5-year plan.

Who you'll work with:

You will report to the Head of Client On-boarding and will work alongside a small but growing team of peers. You will also have access to working relationships with the Sales team, our data and analytics team, our development team, and our Leadership team so this is a role that would interact with multiple stakeholders.

Responsibilities:

  • Provide support to clients through the Support Desk and where necessary escalate more technical or complex queries to the relevant team for resolution. This includes an after-hour roster that the successful candidate will need to participate in. This will receive enhanced pay for out of hours work.
  • Supporting the Implementation Team to develop delivery plans and to assist with the implementation process for new and existing clients. The goal is to ensure all projects are completed on time and meet or exceed client expectations.
  • Provide assistance in scoping new work for new and existing clients.
  • Provide assistance within the Implementation team when training clients in the use of our product.
  • Provide support and training on site
  • Maintain accurate Governance details post every client engagement using our bespoke inhouse solution
  • Respond to requests for assistance from clients, post deployment - go live.
  • Gain an excellent understanding of our solution to support implementation alongside our clients.
  • Provide administration support when preparing training resources to new and existing clients.
  • Demonstrate excellent organisational skills, working in a fast-paced, innovative, and modern hybrid working environment.

For this role, we would prefer a midlands / northern based candidate to enable us to develop relationships with one of our key clients.

Our key objective is around recruiting the right people for our business versus being fixated on exact locations. Our teams are therefore nationwide, and we are set-up to easily facilitate this and see it as a benefit to working with us.

Candidate Requirements:

You should have a background and experience in;

  • SaaS customer on-boarding, configuration and implementation or IT support experience
  • Exposure to a SaaS type platform or be able demonstrate competency in the ability to work within them
  • Experience of a Service Desk solution
  • Excellent and proven verbal and written communication skills
  • Customer focused communication skills

Nice to have:

  • JIRA and / or Wrike experience would be beneficial
  • Product / platform training experience would be beneficial

About you:

Our values underpin everything we do and so we'd want you to feel comfortable that you align with these – innovation, progressive, one team, excellence, curiosity.

You will be ambitious, target driven, have an eye for detail and be data focused. You will enjoy solving complex problems and thrive on "what next" style of working.

If you enjoy an innovative, fast paced yet informal working environment with limited hierarchy then this could be the role for you. We would want you to work proactively with the team and to be able to identify your own growth areas and manage your own development plan. There will of course be support around you to do this. For this role, it is important that you are able to operate in a small business environment which is technology focused.

Benefits:

We pride ourselves on being able to individualise and quickly refine and adapt our employee value proposition at regular intervals. This includes; reward and recognition, learning and career development, work environment and culture. We will talk to you further about our EVP should you decide to apply for this role and be shortlisted for interview.

We pay competitive salaries and below are some of the benefits that you can expect:

  • 25 days paid annual leave
  • Birthday off
  • Access to Perkbox – our employee reward and recognition platform
  • Bright HR platform access with further access to discounts and E-learning at your fingertips
  • Gym membership discounts (through the above platforms)
  • Simply Health scheme
  • Employee Assistance programme
  • Cycle to work scheme
  • Hybrid working – you can work anywhere within reason
  • Flexible working
  • Quarterly company away day / social event

We are committed to building exceptional teams and therefore we have a key focus on diversity and inclusion. We truly believe that the best teams are diverse and inclusive and so we work hard to build this into our recruitment strategies and then through everything we do here. We welcome and are happy to discuss any individual needs that you may have as the process runs.

We are committed to ensuring that our interview process is as efficient as it can be and we commit to feeding back to candidates within 48 hours of interviews having taken place.

We anticipate 2 interview stages for this role, with a short practical/technical test being briefed in advance of the 2nd stage. We'll run the stages both virtually and F2F.

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