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About the Role
This role is for a senior member of the Customer Success Team, reporting to the Director of Risk and Compliance. You will be at the forefront of client interactions, serving as a Trusted Advisor and problem solver. The position requires providing innovative solutions, troubleshooting effectively, and managing external relationships while being the hub of internal operations. The role is pivotal in exceeding client expectations and driving their success, particularly for clients in the residential and commercial property sectors.
Responsibilities
- Implement client projects and programmes with high-level advocacy
- Design management reports and predictive analytics for clients
- Create customer success by managing and reviewing a highly configurable digital software enterprise platform
- Undertake gap analysis of processes for improvement and better management of our clients systems
- Identify and implement client initiatives and new ways of working
- Prepare and document technical requirements, proposals, schedules and client interactions
- Prepare scopes and methodologies including liaison with technical team and the clients
- Respond to technical concerns and problems, ensuring smooth implementation and ongoing management
- Communicate with clients and internal teams to explain technical matters, products and implementation schedules, and take briefs as required
- Adopt the role of Trusted Advisor so that our clients have confidence, resilience, and can thrive
- Provide decision support to clients: strategically as well as on day-to-day matters
- Create compelling presentations to communicate ideas, plans, reporting tools and software user journeys
- Work with the software support team to achieve clients operational and strategic goals
- Stay up to date with new capabilities, features and product launches and provide valuable product feedback to management
Requirements
- Qualifications in H&S and fire safety, including membership of a recognised industry body e.g., CertIOSH, MIIRSM or working towards
- A strategic and goal-orientated mindset with the ability to lead, engage and manage client accounts and delivery programmes
- An ability to convey information and simplify it for clients
- An ability to learn new topics quickly
- A passion to succeed, and a love of winning
- Drive to build successful client portfolios and deliver the Gold Standard of service and solutions
- At least 3 years’ experience in a client-facing role that included advising clients on their health, safety, and fire safety objectives on a programme level, helping them to make the right decisions and supporting them with execution
- 2 years’ experience in an in-house role would be advantageous
- Experience with taking a requirement and preparing a proposal through to brief across complex assignments
Skills
- Client-facing
- Advising clients on health, safety, and fire safety objectives
- Programme level management
- Decision support
- Execution support
- Proposal preparation
- Complex assignment management
- Technical communication
- Presentation creation
- Gap analysis
- Predictive analytics
Location
- London
Work Type
- Hybrid
- Travel 1 day per week
Experience Level
- Senior
- At least 3 years’ experience in a client-facing role
- 2 years’ experience in an in-house role would be advantageous
Education Level
- Qualifications in H&S and fire safety
- Membership of a recognised industry body e.g., CertIOSH, MIIRSM or working towards
About the Company
- Ark Workplace Risk is a consultancy and software company providing market-leading solutions in Operational Risk, Compliance and Safety to major and global organisations predominantly within the Residential and Commercial Property Sector, for over 30 years.
- QUOODA® is our Operational Risk, Compliance and Safety software platform. Simple to implement and fully adaptable to meet your organisations evolving future demands.
- Ark is a market leader providing an innovative suite of; Professional Service Solutions, Outsourcing and future-proofed Software and Analytics to mid/major organisations in the UK.
- With over 500 global and premium brands trusting Ark to deliver smarter Risk, Compliance, Safety.
Equal Opportunity
- We are committed to Equality, Diversity & Inclusion (ED&I) for everyone. All applicants will be treated fairly and without prejudice. No one will receive less favourable treatment or be discriminated irrespective of the following protected characteristics: Age, disability, gender reassignment (and identity), marriage and civil partnership status, pregnancy and maternity, race (including colour, nationality, ethnic or national origins), religion or belief, sex (formerly gender) and sexual orientation.