Voice Implementer - Sheffield, United Kingdom - iCabbi

Description

The role of the Voice Implementer is to primarily work with customers to train, build & implement the Voice & Voice+ platforms.

You will work collaboratively with the customer to build their knowledge of the platforms to enable them to own & manage their systems post go live.

As part of the implementation process, you may need to engage with 3rd Party providers to ensure suitable telephony connections are in situ.

You will act as a consultant throughout the implementation process providing clear recommendations to your client on set up, build & usage.

You will also work with the customer post go live to optimise the platforms & deliver further feature & product adoption.

You may also be required to engage in Sales & Customer Success activities with demo's, webinars, event support & providing 1 to 1 system knowledge expertise.

• Work with customers in a consultative approach to train & build the Voice / Voice+ platforms in line with their business requirements.
• Deliver training both on a face to face basis and via Zoom (or similar).
• Work with the customer & or their IT provider, to complete the Site Survey & provide recommendations to improve their internal network to support the iCabbi solution.
• Engage & work collaboratively with the Client's SIP & Data Connectivity Providers to ensure suitability for the iCabbi software & timely migration / porting.
• Ensure all aspects of the Voice / Voice+ systems are fully tested, implemented and functional as well as any outstanding defects or issues are resolved on time to go live.
• Build your knowledge of the iCabbi Dispatch platform, the Driver & Passenger Apps to support your customer & colleagues in the delivery of the integrated features of the iCabbi solution.
• The role involves on site visits with customers at their premises & therefore a full clean driving licence & the commitment to work away from home is essential.

• Work cohesively within the Implementation Team to deliver excellent project management through clear & open communication, timely completion of the weekly Implementations programme & providing a clear concise update at the weekly project meeting.
• Take responsibility for key milestones within the programme to ensure that you as an individual & the Team deliver to plan and budget.

• Complete timely & comprehensive Customer Handovers, including the completion of the project management documents & the Voice Product Adoption log to your colleagues within the Support & CX Teams.
• Work with the Customer Success team by providing system knowledge & support to improve customer product & feature adoption of the Voice / Voice+ platforms.
• Forge excellent business relationships with key contacts across our customer base and key partners.
• Provide input and time for new Voice / Voice+ product & feature releases, supporting the development time with in depth user testing, feedback, user guide writing & assistance in ensuring releases are pushed on target.
• Develop a strong understanding of other iCabbi Products, Technology & the taxi sector as a business.
• Identify opportunities to improve or streamline our delivery processes.
• Assist with the generation, implementation and review of potential Health & Safety issues, quality management and other operational procedures and systems.
• Targets & KPI's will be agreed at the start of each fiscal & reviewed regularly with a formal quarterly review to ensure the achievement is meeting both individual & business requirements.

• Excellent communications skills, both verbally & written including high standards of literacy.
• Excellent attention to detail.
• Excellent organisational and problemsolving skills, including time management & the ability to work to deadlines and prioritise workloads.
• IT, telecoms, data connectivity & networking knowledge & understanding is essential.
• Ability to work methodically, accurately & under pressure.
• Selfmotivated with a professional, positive and customer focussed work ethic.
• Strong aptitude for seeing tasks or projects through to completion.
• Willingness and ability to work flexibly to meet the demands of the role.
• Confidence to challenge & question processes to provide business improvements.
• Ability to receive feedback & to accept & learn from constructive feedback to improve & selfdevelopment.
• A comprehensive understanding of the taxi industry is preferred.
• Manage situations which may arise on Go Lives such as customer premises losing all communications etc. Manage both the customer and the third parties involved and keep the situation calm and controlled whilst providing the required fix.