Company Description
We’re an innovation and transformation consultancy that believes in the power of ingenuity to build a positive-human future in a technology-driven world. Our diverse teams of experts combine innovative thinking with breakthrough-technologies to progress further, faster.
Oakdoor™ by PA Consulting is an incubated scale-up business that is disrupting the cyber security world of cross domain solutions. Bringing the next generation of ingenious hardware data diodes to the most important networks in the world.
We build relationships with customers who want to protect their critical digital assets, from across a range of industries. By understanding common challenges and opportunities we use our insight to solve customer problems, nurturing relationships with organisations of varying maturity.
Job Description
Do you like understanding people and creating great experiences for them? Can you find potential for improvement in situations? Could you help us develop robust and resilient support processes
We’re looking for someone to take on this Customer Success and Support Lead role, to deliver a market leading customer experience for our ingenious products and services. You will build and scale our service management offer and lead Oakdoor’s support services, ensuring we delight customers.
Your role will be critical to both shaping and delivering our strategic business plan. As a small team, communication and sharing across the group is important for us and collaboration across the full team (sales, operations, and engineering) is very common. We want your expertise to deliver a leading customer experience as we accelerate our growth.
Responsibilities:
Build, scale, and lead Oakdoor’s support services. Actively managing our customer experience, building processes that deliver against contracted KPIs, SLAs and informing Oakdoor’s wider delivery and business strategy.
Inform our commercial strategies. Working with the Account Management and Sales team to develop support contracts and service schedules with customers during the sales cycle, onboarding and contract lifecycle.
Inform our product development cycle, new and end of life. Working with the Engineering and Operations teams to ensure alignment between service management and shaping technical development plans.
Visiting UK or Global customer sites and working closely with technical colleagues when appropriate.
You will be based within the UK, with the ability to travel to clients as required, plus regular visits to your colleagues in the development team in Cambridge and first line support colleagues in Belfast.