Customer Engagement Coordinator

Job Description

Customer Engagement Coordinator

• £21,000 pa
• Based in Sheffield
• Company Benefits

THE OPPORTUNITYThis is an exciting and varied role that can offer the perfect opportunity for someone who has previously worked within a Fleet Administration/Co-ordination role, or someone has worked in a Software/Solution Adoption role and is now looking to advance theircareer. This position will form part of our clients software adoption team and will work in collaboration with the existing project managers.The successful candidate will be responsible for ensuring that all new and existing customer accounts are proactively managed and follow the business adoption of our clients software, whilst also being responsible for the management of project action planson these accounts. You will be required to ensure that these project action plans follow set processes that are lean, efficient and can be carried out as quickly as possible. You will be working with various teams across the wider business and therefore youwill be required to increase our clients customers knowledge of the product, whilst demonstrating fantastic industry knowledge of your own.Your key responsibilities will include:

• Managing the adoption of all new and existing customers.
• Continuing to manage the process of successfully on-boarding new customers into the business after handover from the implementation team.
• The organisation of data collection and the cleansing & test importing of this data.
• Assessing the customers intended use of the product whilst managing action plans to improve usage.
• Organisation of training, including competency tests and the confirmation that training has been completed.
• Being a product expert in all areas to enable the support of the customer base.
• Providing excellent customer support throughout the customer journey.
• Creation and management of the Customer Administration System.
• Completing trend analysis on feedback items and highlighting to the Adoption Manager.
• Working with the development and product teams to look at ways to improve the process of how the system is working including data automation, customer in-product self-service and better customer understanding/engagement.

SKILLS AND REQUIREMENTS

• Project management experience would be desirable.
• Proven technical, problem solving and troubleshooting ability.
• Ability to deal with problems and technical issues in a friendly, calm, and reassuring manner.
• Excellent verbal and written communication skills.
• Highly IT literate (CRM/Microsoft Excel/Databases/O365).
• Excellent written and verbal communication and people skills.
• The ability to deal with stakeholders at all levels is extremely important.
• Excellent time management skills and the ability to prioritise workload.

OUR CLIENTOur client is a market leader in its area of expertise, providing innovative/solution driven software to some of the biggest names in the fleet industry. This is a company that has fully embraced changes and has in fact led the way in terms of developingtechnological advances which now support those who operate within this sector. As a result, our client is one of the most respected and fast-growing companies in their field and due to their continued growth, can now offer a fantastic opportunity for someoneto join their new software adoption team as a Junior Software Project Manager.This is an exciting opportunity for an individual with the relevant experience to join a company who will truly value your input. Our client is firmly committed to its people and believes in empowering colleagues to develop and grow in their chosen fieldswith the support of a strong and focused leadership team who have extensive experience and knowledge they are keen to share. If you feel you are suitable, please apply today by submitting your CV, or if you would like to discuss this opportunity further, pleasecontact Jonny McPartland or Matt Pallister directly on the numbers listed on our website: Marmion Recruitment.Thank you for taking an interest in the role advertised. Wed like to confirm that each CV received is read thoroughly by a trained consultant. If we have not contacted you within 5 working days of your application, please understand that theCV received, and the information provided does not meet the requirements of the role. However, if you wish to speak to the named consultant about your application, please feel free to contact us directly. With regards to the ongoing Coronavirus (Covid-19) situation, like all responsible businesses we are continuing to monitor the situation and to act in accordance with Government guidelines.Please note that whilst weare having to adapt our services, we continue to work closely with our employer and candidate clients to ensure that resourcing and job sourcing requirements continue to be met in line with our strict professional standards. In the interests of health andsafety, we will continue to carry out all forthcoming interviews with our candidates via video interview until further notice.

Keyskills :
Customer SupportEngagementProblem SolvingTroubleshooting