Customer Success Manager

Department: Other
Location: Oxford (United Kingdom)
Sector: Internet and technology
Vacancies: 1
Discipline: Sales
Work modality: Hybrid

Spottitt

Exciting news: Tech start-up Spottitt has entered a new phase of company growth and expansion opening up a number of interesting opportunities for the right candidates. Named as one of the top 100 global geospatial companies in 2023, https://geoawesomeness.com/global-top-100-geospatial-companies-2023-edition/

Infrastructure owners need geospatial analytics to avoid 240 Billion losses, which equals to 2000 GBP losses per km per year. However, to do so, they face a complex journey. Those that develop their own geospatial analytics solutions (“the Makers”) struggle with costs, time and complexity. Those that buy end-to-end business applications (“the Buyers”) struggle with the lack of flexibility. Therefore many just do nothing and continue losing money, as they cannot afford to develop their own solutions but are not happy with the rigid platforms on the market. Spottitt is an AI based one stop geospatial analytics solution for decision makers. We capture multiple sources of geospatial data and transform it into actionable Analytics as a Service without the rigidity of a stand alone end-to-end application. Our customers can use our self-service reporting tools stand-alone or easily integrate Spottitt’s decision-maker ready data into their business systems. Our customers use Spottitt to optimise budgets (decrease opex) , understand risks (increase in reliability) and justify new investments.

Since its launch in mid 2023 Spottitt MF supports a fast growing number of critical infrastructure owners from the transport, oil, gas, power and water utility network operator sectors. Our client base is predominantly European but that is set to change in 2024 with expansion into North America.

For more information, take a look at our website: https://www.spottitt.com/

Job description

Spottitt has offices in the UK, Poland and soon in the US. We are looking for a Service Excellence Manager to join the UK team, take over this role from CEO Lucy Kennedy, and build the foundations of a Spottitt service delivery team to complement our already strong technical and commercial teams.

Curious? Keep reading!

Your responsibilities

This role provides a critical link between the Spottitt sales, technical delivery teams and our external suppliers, clients and partners. You will have your finger on the pulse of all live contracts and you will implement the use of ever increasing levels of project delivery tracking and automation to exponentially increase the delivery capacity of Spottitt in line with our revenue targets and company objectives and key results (OKR’s). You will take over this role from CEO Lucy Kennedy and will report directly to her.

Main tasks and responsibilities:

Support the achievement of the service delivery aspects of Spottitt’s company OKRs for 2024 and beyond.
You are the first member of our future Service Delivery team that reports into the CEO, and as such you must be a self starter able to define and implement the work processes that this group will use.
You ensure that the service delivery needs of new and returning clients are properly captured and handed over by sales. That the entire service delivery process and quality is tracked and the client kept informed.
You will develop the use of Trello and other tools alongside the integration of service delivery metrics into our Spottitt daily management dashboard.
Work with the sales and marketing teams to track and improve our Net Promoter Score and bring sales back in to capture follow on sales
You will live and breathe Spottitt’s passion for automation and drive to constantly improve the quality of our services and service delivery for a global client base.
Work with the Spottitt Product Manager to identify and feed back service improvements and new service opportunities
Work closely with the rest of the team to ensure that Spottitt always does its best to meet our customers current and future needs

Requirements

Requirements

The more of these you have, the better:

You have experience of Trello or some other well known team/project/task management software
You have excellent written and spoken communication skills in English and feel comfortable handling customer objections and issues
You are comfortable talking with and resolving issues with customers for whom English is not their native language.
You feel comfortable multi-tasking, jumping from topic to topic, and collaborating with colleagues to resolve delivery scheduling issues and changing priorities.
You have a track record of improving and automating delivery processes
You are very organised and task orientated
You have an understanding of the use, types, value and complexities of geospatial data
You have experience using QGIS or some other well known GIS software package
Professional with Google Workspace tools such as Slides, Docs and Sheets

What we Offer

We offer you a challenging, full time or part time role in a company at a crucial point of growth and expansion. Applicants able to work 32 hours a week, or more will be seriously considered.
We offer competitive remuneration linked to experience and an Employee Share Option Plan so you can also share the rewards! Additionally, you will receive other benefits, which include a pension plan, 25 days holiday plus bank holidays and support for the achievement of agreed professional development goals.
The ideal candidate would at a minimum have the growth potential to lead a growing Service Delivery Team and potentially be future COO materials. Furthermore, we offer you an interesting group of professional and collaborative colleagues based in the US, UK and Poland with extensive and broad knowledge.
Some travel between the technical teams and clients based out of the UK and EU may help you to do your job better. Spottitt employees all have the right to flexible home/office working.

Application

Interested and ready for this adventure? Applicants must click on the Apply button and submit either a short ‘pitch video’ or cover letter in which you introduce yourself, explain your interest in the role and why you are our perfect candidate (2 minutes max.). We are very curious about you, your achievements within the world of business development, and what you still look to achieve as part of the Spottitt team.

Interviews will be completed by mid Sept. The desired start date is Nov 2024

Candidates from any location are invited to respond (please do take a look at the note below). If you’d like to contact us prior to applying, contact us personally (+44 7725944643) or by email (lucy.kennedy@spottitt.com)

Note: Applicants must have the right/required visa to live and work in the UK. While we welcome applicants from any location, we want to be upfront and state that while some relocation support can be discussed, no relocation package or visa sponsorship is available.

Department: Other
Location: Oxford (United Kingdom)
Sector: Internet and technology
Vacancies: 1
Discipline: Sales
Work modality: Hybrid

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