The Project & Customer Success Consultants will be responsible for delivering a high level of Customer Service and Project Management. You will be working for a technology integrator.
The role will focus on customer success whether this is through the delivery of required projects or through the day-to-day management of accounts.
Audio Visual industry experience is essential with the role likely to suit someone that has worked within a project support or account management type position.
Project Management:
- Accountable for all Project Management, Governance, and Activity tracking
- Manage Customer deployments to ensure that implementations are completed on time, within budget and to the agreed quality.
- Produce and manage all Project documentation
- Create and provide weekly status reports as and chair any project board meetings.
- Provide updates to projects internally.
- Allocation and Manage Project resources within budget.
- Raise any issues and Risks to the Project and Customer Success Manager, and complete the Lessons learnt register.
- Support Client Enterprise and Sales with any solution designs, transferring knowledge that you have gained from the customer.
Customer Success:
- Deliver efficient and effective customer focused services, through a variety of different means to meet the needs of our customers. Interact with clients and build relationships with them while ensuring their needs are being met.
- Analyse customer feedback and customer insight to evolve/develop existing and new solutions to improve services across the customer organisation. Analyse SLA and KPI reporting for assigned customers and feedback any areas of change or improvement.
- Manage monthly or quarterly service reviews including reporting
- Act as an escalation point for the customer dealing with complaints
- Ensure Fleet Management is maintained, and accurate records are held in the Service Management System.
Experience
- Minimum of 3 years audio visual industry experience
- A high technical aptitude with excellent fault-finding skills
- Demonstrable ability to work under pressure and to tight deadlines with evidence of going above and beyond
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with internal team and communicate professionally externally.
- Strong sector knowledge and relationships