Key Responsibilities

Customer Facing Activities:

□  Take handover of new customers from sales team and manage the project to completion.

□  Liaise with customer representatives to deliver a solution to meet their needs, within the budget they  have agreed.

□  Hold workshops with the customer to explain to them how the software will be configured for them. Listen to their feedback and adjust the configuration to reflect their  needs.

□ Train customer staff in the use of the software 

□ Identify where customer documentation is required, develop and deliver that documentation.

□ Identify any reporting requirements and liaise with the team to deliver and test.

□ Specify any automation requirements and liaise with the team to deliver and test.

□Hold follow-up workshops with customers and work with them to ensure they use the  software as intended.

□ Provide front line support to customers both by telephone and email.

□Troubleshoot and investigate issues referred by customers and identify mitigating action if necessary.

□ Help in the specification and delivery of any software development  required  by the project. This could include integration to other systems, delivery of mobile applications or new functionality.

Business Development Activities:

□ Identify any opportunities to up-sell to customers and liaise with the team to make sure these  are explored.

□ Work with the team to define new market opportunities and help develop these  if necessary.

□ Attend events, such as conferences or seminars and help publicise our services.

□ Help with the development of content for the website

Future Development:

□ Oversee Support Function.

□ Help develop  professional services  function within the  business.

Experience Required

□  Experience of professional service delivery or have worked in an IT function.

□  Experience of provision of customer support and service.

□  Experience in project management from conception to delivery.

□ Experience of working within a small team in a demanding business environment to tight deadlines. 

Desirable Experience:

□  Experience of providing technical support to non-technical customers.

□  Have led/supervised a team.

□ Whilst not important, an understanding and/or hands-on experience of databases, internet  technologies and web  facing infrastructure.

□ Use of Project Management and communication tools

Education  & Experience

□ Third level qualification in Computer Science or related field.