Role Purpose:

• Own the critical early phase of the customer lifecycle from handover from Pre-Sales to handover to Training
• Provide a Single Point of Contact (SPOC) for the customer, acting as their trusted adviser during their initial journey with us
• Work with our internal teams to understand success criteria and deliver our solutions as efficiently as possible to meet  the requirements
• Help customers drive value by addressing stakeholder queries and issues as they arise
• Drive customer engagement and product adoption from activation through to early training interventions.

Role Responsibilities –

• Develop a deep understanding of the customer personas, software use cases and pain points
• Support the sales function with technical questions and presentations
• Lead customer facing technical installation meetings
• Build, own and execute customer success and onboarding plans
• Manage customer expectations around timelines and deliverables
• Liaise with internal teams to address potential delivery issues
• Communicate progress and report issues and changes, escalating where required
• Monitor customer success criteria for trials and proof of concepts
• Spearhead internal cross-functional improvement projects
• Represent the voice of the customer, and influence the product development roadmap
• Partner with the account management team on upsell, cross-sell and expansion opportunities
• Guide and mentor other team members on technical aspects and product deployment
• Document processes and workflows in shareable format for future internal use and adoption
• Maintain internal systems with updates on service activities
• Act a Subject Matter Expert for all Impero products

Required skills/experience/qualifications:

• Configuring and troubleshooting Microsoft technologies such as Active Directory, Group Policy, server networking configuration
• Troubleshooting networking technologies such as packet routing, TCP/IP, DNS 
• Firewall configuration and troubleshooting
• Confident presenter and speaker
• Good communication skills
• Able to assist in pre-sales engagements to discuss prospect requirements
• Self-motivated and able to adapt to different situations, handling multiple projects at once
• Ability to work independently as well as part of a team
• Must be organised and able to prioritise tasks, as well as work under pressure and to deadline.
• Minimum 2 years of technical support (knowledge in Windows, Chrome, OSX and Mobile operating systems and their various configurations)
• Prior experience of working in technology in a US school/district would be a distinct advantage, as too experience of school rostering packages

This is a Full Time Permanent role.

*** No Agencies ***