Customer Success Analyst - UK (Locana)

About UsGroundbreaker. Game changer. Pioneer.TRC has long set the bar for clients who require more than just engineering, combining science with the latest technology to devise innovative solutions that stand the test of time. From pipelines to power plants, roadways to reservoirs, schoolyards to security solutions, clients look to TRC for breakthrough thinking backed by the innovative follow-through of an industry leader.TRC's professionals work with a broad range of commercial, industrial and government clients and the communities they serve. We deliver breakthrough solutions that address local needs -- so our clients can better succeed in an ever-changing world.Working at TRC means tackling interesting, meaningful projects. We pride ourselves on our collaborative spirit, entrepreneurial zeal and agile corporate structure. We recognize that the expertise of our staff is our strongest asset, so we generously reward employees for successful performance and invest in their careers through training and the development of new skills and certifications. OverviewThe Customer Success Analyst will have specific responsibility for effective service delivery to our client(s), playing a key role in shaping and delivering ongoing systems, processes and enhancements. The role will encompass various services and a good understanding of these key areas is required: applications, physical and virtual server infrastructure, Cloud environments, server environments and configurations, storage and back-up solutions and database implementations. Working location is home office with up to 50% of time to travel to customer locations across UK.SC clearance is required for the role so the successful applicant must hold or be eligible to obtain SC clearance. ResponsibilitiesWorking under general direction the Customer Success Analyst will be responsible for:Acting as a point of contact for customer escalationsTaking a continuous service improvement approach by monitoring support processes and Service Level Agreements, and recommending improvementsSupporting project management and delivery of minor service improvementsFollowing support processes for new customersProducing service reports and host/attend service reviews as appropriate on behalf of the Customer Success ManagerSupporting the ITSM toolset and configurationEnsuring sharing of knowledge management itemsEnsuring tickets are logged correctly and worked on by the team as neededTraveling to customer sites as required to maintain relationships with key decision makers and ensure service satisfactionConducting customer satisfaction surveysMaintaining accurate configuration records of customer environments and configurationsSupporting client contract renewals and ensure high retention of customersEnsuring that invoices are timely submittedWorking with leadership on proposals that include support QualificationsComputing/Engineering/Science graduate or equivalent experienceExperience working in a similar role as a Customer Support / Service Delivery Manager for at least 3 yearsDemonstrable experience of applying ITIL or similar processes in a work environmentExperience of ITSM toolsetsExperience of working with Oracle, Deltek, other major software vendors and cloud/managed service providersDemonstrable understanding of applications, physical and virtual server infrastructure, server environment and configurations, storage and back-up solutions and database implementationsA strong communicator with proven ability to work with senior stakeholdersDemonstrable experience delivering high levels of customer satisfactionDemonstrated ability to form good working relationships with customers and understand their business priorities.Experience working in a multi-customer environmentAbility to manage and prioritise work based on business priorities.Experience within project controls or project managementWilling to work out of hours and attend remote sites as requiredStrong customer service focusGood communication skills (written and verbal) and ability to understand client requirementsExperience of working in a consultancy environmentWillingness to learn/take on new challengesExcellent written and spoken EnglishSelf-reliantAccepts responsibility for own work and delivers to specification on timeDemonstrates personal accountabilityWilling to work on client sites around UKDesirable:ITIL Foundation and Manager CertificatesExperience within capital infrastructure projects EEO StatementTRC is an equal opportunity employer: disability/veteran. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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