Customer Success Specialist

2 weeks ago

Leeds, Leeds, United Kingdom Ocean Software Full time
About the Role

We are seeking a highly motivated and passionate technical expert to join our team at Ocean Software as a Solutions Expert. This is a hybrid working arrangement, allowing you to work remotely from home and our clients' sites.

The successful candidate will need to be UK based with the ability to travel and service customers across the EMEA region.

Key Responsibilities

As a Solutions Expert, you will be responsible for:

  • Customer Environment Integration
    • Develop a deep understanding of customer's business environments, workflows, and ecosystems to ensure optimal integration of Ocean products.
    • Co-Lead the seamless integration of Ocean systems within customer environments, ensuring alignment with their business processes and strategic goals.
    • Identify potential issues early and implement strategic solutions to prevent disruptions in customer operations.
  • Stakeholder Relationship Management
    • Be the primary technical point of contact between Ocean and customer stakeholders, ensuring clear and consistent communication regarding technical capabilities, upgrades, and technical recommendations.
  • Service Management
    • Ensure the delivery of high-quality service to customers, aligning with Service Level Agreements and Key Performance Indicators.
    • Assist customers with change management coordinating with Ocean's internal teams to ensure smooth transitions.
  • Technical Leadership
    • Lead the resolution of complex technical issues.
    • Ensure all solutions meet high-quality standards through testing support and customer validation processes before implementation.
    • Identify and mitigate risks associated with system changes and implementations.
  • Training and Knowledge
    • Conduct advanced training sessions and workshops, addressing customer needs.
    • Create, maintain, and update comprehensive technical documentation and contribute to Ocean's Knowledge Base.
    • Serve as a thought leader within Ocean, sharing insights and best practices for maximising the value of Ocean products.
    Requirements

To be successful in this role, you will need:

  • Strong leadership and team management skills, with the ability to orchestrate technical professionals and manage technical strategies.
  • Proven planning and organisational skills.
  • Experience in a customer-facing technical service or management role, ideally with at least 8 years of experience.
  • Deep understanding of information technology disciplines, including applications infrastructure and databases.
  • Experience with SQL queries, SQL reporting services, and generating reports using SQL.
  • Knowledge of data modelling and data visualisation.
  • Experience in Application Support Services within an ITIL or managed services environment.
  • ITIL foundation certification.
  • Excellent customer-facing, written, and oral English communication skills.
  • High level of interpersonal skills, capable of building strong relationships with stakeholders at all technical levels.
  • Confident presentation and training skills with the ability to develop and conduct technical and training presentations to users, stakeholders, and executives.
  • Advanced skills in identifying, analysing, and solving complex technical issues.
  • Experience conducting requirements gathering workshops with senior technical audiences.
  • Ability to understand and articulate technical concepts to a diverse audience.
  • Bachelor's degree in a relevant field, such as engineering, technical management, or equivalent, is a plus.
  • Experience in aviation and/or military environments is a plus.
  • Relevant citizenship within the region.
  • Capacity to obtain and maintain relevant security clearances.

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