Customer Integration Engineer (CIE) | Remote worker, ideally based in the South or Southwest area, with frequent travel to the Brighton Head Office and customer sites | 37.5 hours per week, Monday to Friday | £40,000 - £45,000 per annum
Our client is a UK technology company with team members based across the country. They solve through-life acquisition and support management issues for the Defence and related sectors, supporting their teams to work strategically, collaboratively and effectively to maintain and streamline the delivery of military and industrial capability.
The CIE role strives to ensure our customers succeed through understanding and satisfying their desired outcomes to maximise the value they gain from our products and services.
As an integral part of the wider Customer Support Team, working within multiple customer domains and supporting a range of our software products and services, the CIE will be responsible for engaging with our customers at all stakeholder levels and throughout all phases of the service lifecycle, encompassing onboarding (discover & educate), adoption (engage), expansion (succeed), advocacy (evolve) and, ultimately, retention (renewal).
Are you the right person for the job?
* Significant experience in a MoD engineering support role or UK defence-related business, with demonstrable knowledge of UK military aviation regulation, policy and processes
* Working knowledge and/or experience of MoD DE&S business units, ideally in the air domain
* Customer-focused, with the ability to liaise effectively with customers to develop close and trusted associations, building effective relationships
* Effective communicator with good presentational skills, with the ability to actively engage and influence at mid-to-senior management level
* Professional, articulate and confident when operating in the customer domain
* Able to assimilate complex technical subjects and communicate to non-technical stakeholders
* Highly focused and organised, with the ability to prioritise own workload
* Able to identify, assimilate and communicate opportunities for business development
* Experience in project management or the ability to demonstrate involvement in managed projects
* Must hold or be able to achieve security clearance to SC level
What will your role look like?
Integration and Change Management:
* Develop a sound understanding of the Company's portfolio of software products and services
* Maintain a working knowledge of Customer airworthiness processes
* Apply customer domain knowledge (people, environment, regulations and processes) to:
o Maximise the value realised by customers from using our products and services
o Inform product development, with a focus on early intervention to influence service and product design
o Onboard and integrate new functionality into the customer domain, promoting adoption and usage
o Support the management of change, ensuring the buy-in and engagement of all relevant stakeholders to gain maximum post-delivery product adoption
o Identify and submit service, product and process improvement ideas
o Be a proactive interface to enable effective communications between Customer stakeholders/users communities and the Company's product development and support teams
Customer Success
* Assume responsibility for the implementation and management of customer success activities for assigned customers, services and/or products.
* Establish and maintain successful business relationships with relevant tlmNexus customers and key stakeholders, through effective communication and regular on-site engagement.
* Achieve demonstrable customer success for assigned customers, from the on-boarding stage to user engagement and product adoption, to satisfy the agreed desired outcomes and achieve a return on investment for the customer.
* Identify potential business opportunities for cross-selling or up-selling of related products or services
What can you expect in return?
* All IT equipment necessary for your role and support office equipment for your home is provided
* Life Assurance
* Free access to learning and wellbeing platforms such as LinkedIn and Headspace
* Health shield (cash plan benefit scheme)
* Cycle to work scheme, tech scheme and lease car scheme
* Company pension
* Recruitment Referral Bonus
* Employee Recognition Reward Scheme
What's next? It's easy! Click “APPLY” now! We can't wait to hear from you!
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