Remote Customer Integration Engineer

Summary

tlmNexus Ltd is a UK technology company that received the Queen’s Award for Enterprise: Innovation in 2018. A new opportunity for a Customer Integrations Engineer has arisen to join their team. The role involves integration and change management, as well as customer success. Essential requirements include defense experience, knowledge of aviation regulation frameworks, military air environment policy or their equivalent, ability to manage change and business transformation, effective communication skills, high organizational abilities, and the ability to identify opportunities for business improvement. Desirable qualifications include knowledge of MoD DE&S business units and structure, software development industry and Agile methodologies, ITIL v.3 best practice guidelines, customer success management training, and a good understanding of principles, guidelines, and methods used in delivering and supporting complex equipment and capabilities. Benefits offered by the company include 26 days annual leave + UK bank holidays, enhanced company sick pay, life assurance cover, cycle to work scheme, Perkbox (discount scheme), employee assistance programme, recruitment referral bonuses up to £1500, paid days off for activities, and funded professional subscriptions.

Requirements

• Defense experience, military or supporting civilian roles
• Knowledge of Aviation Regulation Frameworks, Military Air Environment policy and processes or their equivalent
• Must hold or be able to achieve security clearance to SC level
• Experience of managing change and business transformation with proven results
• Project management skills and experience
• Effective communicator with good presentational attributes who is able to be influential up to mid-to-senior management level
• Highly focused and organized, able to prioritise workload
• Able to identify and grasp opportunities for business improvement from both a management and development perspective
• Able to assimilate complex technical subjects and communicate to non-technical stakeholders
• Professional, articulate and confident when operating in the customer domain

Responsibilities

• Maintain an excellent understanding of the company’s service and product portfolio
• Provide customer domain knowledge and expertise to the technical team
• Draw on own knowledge and expertise to influence the product development, with a focus on early intervention to influence service and product design
• Onboard and integrate new functionality into the customer domain
• Manage change, ensuring the buy-in and engagement of all relevant users and gain maximum post-delivery product adoption
• Identify and submit process improvement ideas
• Establish and maintain effective business relationships with relevant tlmNexus customers
• Take ownership of the customer journey, (on-boarding, adoption, value realisation) and ensure the customer achieves their intended benefits and Return on Investment (ROI)
• Achieve demonstrable customer success, from the on-boarding process to user engagement, whilst maintaining excellent customer health scores

Preferred Qualifications

• Knowledge of MoD DE&S business units and structure
• Knowledge of the software development industry and Agile methodologies
• Knowledge of ITIL v.3 best practice guidelines
• Customer Success Management Training

Benefits

• 26 days annual leave + UK bank holidays
• Enhanced company sick pay
• Life assurance cover
• Cycle to work scheme
• Perkbox (discount scheme)
• Employee assistance programme
• Recruitment referral bonuses up to £1500
• Paid days off for activities
• Funded professional subscriptions