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    Customer Success Analyst - United Kingdom - Trc Companies, Inc.

    Trc Companies, Inc.
    Trc Companies, Inc. United Kingdom

    2 weeks ago

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    Description

    About Us

    Groundbreaker. Game changer. Pioneer.

    TRC has long set the bar for clients who require more than just engineering, combining science with the latest technology to devise innovative solutions that stand the test of time. From pipelines to power plants, roadways to reservoirs, schoolyards to security solutions, clients look to TRC for breakthrough thinking backed by the innovative follow-through of an industry leader.

    TRC's professionals work with a broad range of commercial, industrial and government clients and the communities they serve. We deliver breakthrough solutions that address local needs -- so our clients can better succeed in an ever-changing world.

    Working at TRC means tackling interesting, meaningful projects. We pride ourselves on our collaborative spirit, entrepreneurial zeal and agile corporate structure. We recognize that the expertise of our staff is our strongest asset, so we generously reward employees for successful performance and invest in their careers through training and the development of new skills and certifications.

    Overview

    The Customer Success Analyst will have specific responsibility for effective service delivery to our client(s), playing a key role in shaping and delivering ongoing systems, processes and enhancements. The role will encompass various services and a good understanding of these key areas is required: applications, physical and virtual server infrastructure, Cloud environments, server environments and configurations, storage and back-up solutions and database implementations. Working location is home office with up to 50% of time to travel to customer locations across UK.

    SC clearance is required for the role so the successful applicant must hold or be eligible to obtain SC clearance.

    Responsibilities

    Working under general direction the Customer Success Analyst will be responsible for:

    • Acting as a point of contact for customer escalations
    • Taking a continuous service improvement approach by monitoring support processes and Service Level Agreements, and recommending improvements
    • Supporting project management and delivery of minor service improvements
    • Following support processes for new customers
    • Producing service reports and host/attend service reviews as appropriate on behalf of the Customer Success Manager
    • Supporting the ITSM toolset and configuration
    • Ensuring sharing of knowledge management items
    • Ensuring tickets are logged correctly and worked on by the team as needed
    • Traveling to customer sites as required to maintain relationships with key decision makers and ensure service satisfaction
    • Conducting customer satisfaction surveys
    • Maintaining accurate configuration records of customer environments and configurations
    • Supporting client contract renewals and ensure high retention of customers
    • Ensuring that invoices are timely submitted
    • Working with leadership on proposals that include support
    Qualifications
    • Computing/Engineering/Science graduate or equivalent experience
    • Experience working in a similar role as a Customer Support / Service Delivery Manager for at least 3 years
    • Demonstrable experience of applying ITIL or similar processes in a work environment
    • Experience of ITSM toolsets
    • Experience of working with Oracle, Deltek, other major software vendors and cloud/managed service providers
    • Demonstrable understanding of applications, physical and virtual server infrastructure, server environment and configurations, storage and back-up solutions and database implementations
    • A strong communicator with proven ability to work with senior stakeholders
    • Demonstrable experience delivering high levels of customer satisfaction
    • Demonstrated ability to form good working relationships with customers and understand their business priorities.
    • Experience working in a multi-customer environment
    • Ability to manage and prioritise work based on business priorities.
    • Experience within project controls or project management
    • Willing to work out of hours and attend remote sites as required
    • Strong customer service focus
    • Good communication skills (written and verbal) and ability to understand client requirements
    • Experience of working in a consultancy environment
    • Willingness to learn/take on new challenges
    • Excellent written and spoken English
    • Self-reliant
    • Accepts responsibility for own work and delivers to specification on time
    • Demonstrates personal accountability
    • Willing to work on client sites around UK

    Desirable:

    • ITIL Foundation and Manager Certificates
    • Experience within capital infrastructure projects
    EEO Statement

    TRC is an equal opportunity employer: disability/veteran. We celebrate diversity and are committed to creating an inclusive environment for all employees.

    #J-18808-Ljbffr
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