Customer Engagement Manager

Professional Services, Public Sector Software

Home Based, UK
About the role
Idox is seeking to appoint an enthusiastic and self-motivated Customer Engagement Manager within its Land, Property and Public Sector Software Division, to support delivery of IDOX Cloud software solutions for customers across the UK.

You’ll be joining a growing Customer Experience team who support successful client transition through to Business as Usual (BAU) Support, ensuring that all key issues are resolved to the satisfaction of each individual customer.

The role is ideal for someone who has worked on software solutions for Local Government, improving workflow and case management processes and outputs. In particular, we would welcome experience gained in Environmental Health, Licensing, Planning, Trading Standards or Facilities Management or in any of the core service lines of local government. You will be recognised for your subject matter expertise.

In return, Idox will help you develop your career. We are a company with ambition, but still strongly upholding the values of integrity in public service, as a software partner.

With Idox, you will learn more about the software itself, build industry knowledge and develop a set of strong business skills. You will have a buddy from day one, to make sure you can make the most of learning opportunities in the business. We offer a comprehensive benefits package and flexible working to support your wellbeing as well as your professional development.
Key responsibilities

• The Idox Cloud Customer Experience team works with new customers to close down key issues and tasks which were agreed as ‘post-BAU’ during the implementation and subsequent Go Live
• Also, where escalations are received on ‘in-project’ implementations, the team works with the Professional Services SMT to execute a get-well plan to help progress the project and improve customer satisfaction
• The Customer Engagement Manager role will include (but will not be limited to) the following key responsibilities, working closely with the Head of Customer Experience and other members of the Professional Services Leadership team:
• Support investigation into key product ‘showstopper’ issues, incl. liaising with the Product Management, Development, Professional Services and Service Desk teams to define remediation plans
• Maintenance of customer remediation and issue registers, to ensure transparency on status and clarity on next steps
• Collaborative workload prioritisation and review with Consultants, to ensure focus on the most critical issues for resolution
• Liaising with Cloud Development to schedule delivery of bug fixes and configuration changes for in-flight Cloud implementations (as well as issue remediation for Live/BAU customers)
• Customer communication of Software update availability, incl. test system readiness, guidance and resolution signoff as well as regular customer update calls on remediation efforts
• Transition customers from issue remediation, to a more pro-active Customer Engagement experience
• Create and maintain Customer Guideline documents for key implementation aspects of Cloud solutions, to improve both internal and customer understanding and drive efficiencies in the delivery process
• Ensure adherence to Idox Information Security policies and protocols within the customer Experience team at all times.

To be successful, you’ll need to be:

• Curious, creative and adaptable – customer requirements evolve rapidly
• A good listener, and well organised for project execution and customer delivery
• Able to travel within the UK as required (occasional planned travel)
• Interested and knowledgeable about the role of software solutions in local government.

Additional desirable qualities:

• Admin or user experience with Idox Software – Idox Cloud (Tascomi), Acolaid, Uniform very welcome, or experience with any similar or competitor products.

About Idox
Our specialist software solutions power the performance of government and industry, driving productivity and a better experience for everyone. Built around the user and designed in collaboration with experts who have worked through every detail of every process from end-to-end, our hard-working process engines deliver exceptional functionality and embed workflows that drive efficiency and best practice with a long-term focus for regulated environments.

Through the automation of tasks, the simplification of complex operations, finding scalability as operations evolve, and more effective management of information, we help our customers harness the power of Digital, so they can do more.

We employ around 500 staff in the UK and worldwide, including Europe, North America and Asia, so some travel to meet colleagues may be required.
Our Values Our Culture
We are ambitious in working together to promote a more inclusive environment, which attracts all candidates and signals our commitment to celebrate and promote diversity. Idox is a company where we can all be ourselves and succeed on merit, where we respect all our employees, customers and communities in which we live, work and are a part of.

We recruit and reward employees based on capability and performance – regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. Each office location worldwide, is free to respond to local needs to create a culturally sensitive workplace for everyone. In doing so, we want every employee to feel our commitment to showing respect for all and encouraging open collaboration and communication.
Our BenefitsFlex to Fit
We recognise that for individuals, the opportunity to work flexibly can enable them to achieve a better work-life balance along with a greater sense of responsibility, ownership and control of their working life. During the pandemic, all our employees successfully transitioned to remote working and we are open to conversations on work patterns to suit our employees needs such as change to working times; part time working; term time working; 9-day fortnight. We are proud to be a flexible employer enabling effective hybrid working for our employees.

Please note successful applicants will need to satisfy the BPSS guidelines (Baseline Personnel Security Standards) which consist of the receipt of satisfactory references covering the last 3 years of employment; an identity check; verification of eligibility to work in the UK; and a Basic Disclosure Check. This is in order to help us make safer recruitment decisions.
Privacy notice
As part of the recruitment process, we will collect data about you in a variety of ways including the information you would normally include in a CV or a job application cover letter, or notes made by our recruiting officers during a recruitment interview.
Please read our Recruitment Data Privacy Policy here: https://www.idoxgroup.com/policies

Job Types: Full-time, Permanent

Benefits:

• Flexitime

Schedule:

• Day shift
• Flexitime
• Monday to Friday

Application question(s):

• Current notice period?
• Salary expectaions?

Experience:

• Retail sales: 1 year (preferred)
• Customer Service: 1 year (preferred)

Application deadline: 28/02/2023
Expected start date: 01/03/2023

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