Software Implementations Consultant

4 weeks ago

UK, UK, United Kingdom expansive Full time

Package

  • £50,000 salary
  • Share option scheme
  • 25 days paid annual leave + birthday + public holidays
  • Career development and progression directly linked to your performance
  • Professional development stipend (used for online courses, books, events, etc)
  • Equipment including Apple MacBook, Dell Hi-Res Screen, Keyboard and Mouse
  • Home office improvement fund
  • Private healthcare
  • A range of wellbeing benefits including Rewards Gateway and Bike2Work scheme



A brief bit about us

We’re Expansive, a growing UK PropTech SaaS business dedicated to improving collaboration for global FM (facilities management) teams. Our business is fast-paced, genuinely agile and keen to try new things. We’ve a culture we’re proud of and this reflects in our product and service.

Adoption of tech within FM is booming and our reputation for great service and product has secured us a solid global presence including several household-name clients. Demand is growing and our service delivery team is continually improving to meet the challenge.

What the role looks like

The aim is to provide a first-class onboarding experience for our customers and work closely with our customer success team to ensure a smooth transition to support. You’ll play a pivotal role in owning and optimising the whole onboarding process along with the wider operations team. It’s a role that will have plenty of client interaction meaning that you’ll be key in delivering valuable insights back to our product team for future development.

Things you can expect to be doing when you join us

Client Implementation Projects

  • Lead the delivery and implementation of mobilisations such that they are completed on time, on budget and within scope - accelerating Time to Value
  • Facilitate and deliver technical discovery and design workshops to inform the successful configuration
  • Engage with customer stakeholders to quickly understand their business and technical goals, building credible relationships
  • Involvement within regular client calls/meetings around the requirements during project implementation phases
  • Hands on software configuration, testing and UAT handover
  • Deliver training and workshops on both strategic and technical topics
  • Continue to improve and refine the on-boarding process for our clients, end-to-end

Customer Success

  • Working closely with our Customer Success Lead, help identify key customer outcomes and success criteria and keep this in mind during their on-boarding experience
  • Support software releases and additional client feature adoption
  • Delivery of customer support contracts and professional services
  • Support customers strategically to hit milestones and not just with day-to-day operational challenges

Technical Support

  • Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs)
  • Documenting troubleshooting and problem resolution steps
  • Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product use
  • Investigating and reporting on bugs into the development teams
  • Updating the ticket tracking system to provide an accurate, and current, status of support issues
  • Supporting us in the maintenance of knowledge base articles

We’re keen to hear from people who 

  • Are natural leaders and can help influence customers towards making sound commercial decisions, linked back to FM strategic objectives
  • Understand working in a small but growing, product based B2B SaaS business  
  • Understand what it means to be motivated & passionate in this environment 
  • Can collaborate with senior, tech, ops, digital, internal & external teams 
  • Are an effective communicator, have empathy with the customer and cares when things aren’t right 
  • Get their hands dirty, digs into the details, and gets stuff done 
  • Understand the need to live with ambiguity (we believe you will make the right choices and trust you to do it) 
  • Understand that things change, plans adapt and we move forward 
  • Are tech-literate – we’re a team with technical founders, highly experienced engineers and have technical heads in all roles 

Competency

  • Confident and approachable, you'll demonstrate an ability to clearly communicate with technical experts and non-technical stakeholders
  • Energetic & keen desire to learn
  • A strategic mindset and ability to analyse and solve problems enthusiastically
  • Experience of stakeholder manager and conflict resolution
  • Self-motivated and an independent approach to work
  • Hard-working, consciousness and quick to pick up new skills
  • Possess a positive 'can do’ attitude
  • Clear and concise written skills
  • Excellent attention to detail


Remote Working

This role is a remote-first position. We encourage collaborative face-to-face sessions throughout the year and you can expect to travel to meet the team every 6 weeks (twice a quarter). Travel costs will be paid for by the company.

Travel may be required to meet with the team for training or planning activities. Travel and accommodation costs will be paid for by the company.

Mission & Values

Expansive FM is the collaboration platform for global FM teams.

We deliver this platform through our values:

WE CARE We look after each other and our clients. Customer service is at the heart of everything we do

WE COLLABORATE We work cross-functionally and win as a team. Our relationships are built on trust. We are supportive and accountable.

WE ARE CURIOUS We make time to learn. We train and develop new skills. We continually optimise to make things better.

WE ARE INCLUSIVE We believe in and celebrate diversity. We treat others fairly and respectfully.

WE CONTRIBUTE We deliver sustainable, cutting-edge FM solutions. We help make safe and comfortable working environments.

WE GET SHT DONE We do the right thing even if it’s not easy. We innovate, we challenge, we break the mould and make it happen.

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