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Partner Success Associate
3 weeks ago
About Us
Ocado Solutions is responsible for our corporate international partnerships, offering the proprietary Ocado Smart Platform (OSP) as a service to retailers around the world. OSP comprises access to Ocado's physical automation, allowing highly efficient preparation of orders, together with the full end-to-end software applications required to operate a world class online grocery business, bringing the best possible operational economics, consumer experience and service to our partners. Since 2017 we have signed agreements to provide our unique e-commerce solution to a number of the world's largest grocers, including the following retailers in the Europe Region: Groupe Casino (France), ICA Gruppen (Sweden), Auchan Retail ( Alcampo (Spain), Auchan (Poland)), Bon Preu (Spain), Morrisons (UK), and Ocado Retail (UK).
About the role
The Partner Success Management Team is the primary point of contact for our OSP Partners to ensure they are fully conversant in the operational use of OSP. They have in-depth knowledge of all their Partner's support requirements and upcoming deployments as well as their OSP operational performance. They champion the cause of their Partners to drive maximum performance and business value for the Partners and for Ocado.
Partner Success Associates (PSA) work closely with the Partner Success Managers (PSM) to support them in all that they do. The PSA supports multiple clients, and will act as second in command to cover the PSMs as necessary. Great organisational and communication skills are key in this role as you will be working cross team to support all areas of the platform.
You will (accountabilities)
- Providing support to the team of Partner Success Managers
- Using the wealth of OSP information available to you through help docs, Guru, OSP tech teams and Partner Success Operations Managers to answer Partners' questions, manage the Partner request portal (OSP connect) tickets and support their success
- Acting as a deputy in the PSM's absence
- Creating presentations, taking meeting notes and chasing actions to support the PSM team in their daily work
- Keeping up to date with new feature releases and technical information
- Proactively looking for areas in which our clients can be better, sharing opportunities for improvement with the wider Partner Success team
- Supporting the PSM to lead successful deployments and operational go lives for OSP features and products ensuring Partners are prepared and ready
- Collaborating with other Ocado teams to build and maintain positive Partner relationships
- Sharing best practice with Partner OSP teams
About you (experience we seek)
Essential exp:
- An additional European Language (ideally French, Spanish, Swedish or Polish)
- A can do attitude and clear desire to learn
- Stakeholder, relationship building and networking skills
- A team player who's comfortable interacting with Partner teams
- Possess logical thinking
- Good written and verbal English communication
- Comfortable communicating with large groups of people
- Self-motivated with an ability to deliver to deadlines and multi-task under pressure
- Highly organised and resilient with an eye for detail
- Ability to think strategically beyond the needs of the organisation today
- Comfortable dealing with ambiguity and uncertainty
- Able to handle difficult situations, facing challenges with positivity, confidence and pragmatism
- PC literate with experience with google suite
Bonus exp:
- Experience of working cross-functionally both internally and externally to drive partnerships or projects
- Business management experience
- Experience of working in a client facing support organisation
- Experience with the OSP
What we offer you
Our employee benefits are designed for you, we care about people and we've ensured we have a wealth of benefits that focus on your well-being. We regularly review our benefits to ensure we are supporting our employees appropriately.
- 30 days 'working from anywhere in the world' policy
- Wellbeing support through dedicated apps and an Employee Assistance Programme
- 25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase)
- Pension scheme (various options available including employer contribution matching up to 7%)
- Generous Private Medical Insurance (within the first month of joining)
- Income Protection (can be up to 50% of salary for 3 years) and Life Assurance (3 x annual salary)
- 22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete)
- Train Ticket loan (interest-free)
- Cycle to Work Scheme
- Free shuttle bus to and from Hatfield Train Station to the Hatfield offices
- Free shuttle bus to and from Welwyn Garden City Train Station to the Welwyn Garden City offices
- Opportunity to participate in Sharesave and Buy as You Earn share schemes
- 15% discount on Ocado.com and free delivery for all employees (within the first month of joining)
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