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Software Implementations Consultant - London, United Kingdom - expansive
![Default job background](https://contents.bebee.com/public/img/bg-user-ex-1.jpg)
Description
Package£50,000 salarynShare option schemen25 days paid annual leave + birthday + public holidaysnCareer development and progression directly linked to your performancenProfessional development stipend
(used for online courses, books, events, etc)nEquipment including Apple MacBook, Dell Hi-Res Screen, Keyboard and MousenHome office improvement fundnPrivate healthcarenA range of wellbeing benefits including Rewards Gateway and Bike2Work scheme
A brief bit about us
We're Expansive, a growing UK PropTech SaaS business dedicated to improving collaboration for global FM (facilities management) teams. Our business is fast-paced, genuinely agile and keen to try new things. We've a culture we're proud of and this reflects in our product and service.
Adoption of tech within FM is booming and our reputation for great service and product has secured us a solid global presence including several household-name clients.
What the role looks like
The aim is to provide a first-class onboarding experience for our customers and work closely with our customer success team to ensure a smooth transition to support.
It's a role that will have plenty of client interaction meaning that you'll be key in delivering valuable insights back to our product team for future development.
Things you can expect to be doing when you join usClient Implementation Projects
Lead the delivery and implementation of mobilisations such that they are completed on time, on budget and within scope - accelerating Time to ValuenFacilitate and deliver technical discovery and design workshops to inform the successful configurationnEngage with customer stakeholders to quickly understand their business and technical goals, building credible relationshipsnInvolvement within regular client calls/meetings around the requirements during project implementation phasesnHands on software configuration, testing and UAT handovernDeliver training and workshops on both strategic and technical topicsnContinue to improve and refine the on-boarding process for our clients, end-to-end
Customer Success
Working closely with our Customer Success Lead, help identify key customer outcomes and success criteria and keep this in mind during their on-boarding experiencenSupport software releases and additional client feature adoptionnDelivery of customer support contracts and professional servicesnSupport customers strategically to hit milestones and not just with day-to-day operational challenges
Technical Support
Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs)nDocumenting troubleshooting and problem resolution stepsnDevelop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product usenInvestigating and reporting on bugs into the development teamsnUpdating the ticket tracking system to provide an accurate, and current, status of support issuesnSupporting us in the maintenance of knowledge base articles
We're keen to hear from people who
Are natural leaders and can help influence customers towards making sound commercial decisions, linked back to FM strategic objectivesnUnderstand working in a small but growing, product based B2B SaaS businessnUnderstand what it means to be motivated & passionate in this environmentnCan collaborate with senior, tech, ops, digital, internal & external teamsnAre an effective communicator, have empathy with the customer and cares when things aren't rightnGet their hands dirty, digs into the details, and gets stuff donenUnderstand the need to live with ambiguity (we believe you will make the right choices and trust you to do it)nUnderstand that things change, plans adapt and we move forwardnAre tech-literate – we're a team with technical founders, highly experienced engineers and have technical heads in all roles
Competency
Confident and approachable, you'll demonstrate an ability to clearly communicate with technical experts and non-technical stakeholdersnEnergetic & keen desire to learnnA strategic mindset and ability to analyse and solve problems enthusiasticallynExperience of stakeholder manager and conflict resolutionnSelf-motivated and an independent approach to worknHard-working, consciousness and quick to pick up new skillsnPossess a positive 'can do' attitudenClear and concise written skillsnExcellent attention to detail
Remote Working
This role is a remote-first position.
We encourage collaborative face-to-face sessions throughout the year and you can expect to travel to meet the team every 6 weeks (twice a quarter).
Travel costs will be paid for by the company.Travel may be required to meet with the team for training or planning activities. Travel and accommodation costs will be paid for by the company.
Mission & Values
Expansive FM is the collaboration platform for global FM teams.
We deliver this platform through our values:
WE CARE
We look after each other and our clients. Customer service is at the heart of everything we do
WE COLLABORATE
We work cross-functionally and win as a team. Our relationships are built on trust. We are supportive and accountable.
WE ARE CURIOUS
We make time to learn. We train and develop new skills. We continually optimise to make things better.
WE ARE INCLUSIVE
We believe in and celebrate diversity. We treat others fairly and respectfully.
WE CONTRIBUTE
We deliver sustainable, cutting-edge FM solutions. We help make safe and comfortable working environments.
WE GET SHT DONE
We do the right thing even if it's not easy. We innovate, we challenge, we break the mould and make it happen.