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Key Responsibilities

Customer Success and Service Delivery 

• Create an engaged relationship with your Buyer customers to maximise customer success and service delivery. 

• Liaise with our customer service teams to ensure team members working on your Buyer accounts are always correctly informed of messages and approach. 

• Follow the onboarding process for both Buyer and Supplier from start to completion. 

• Develop each Buyer’s use of the system against the Maturity Index to ensure that the Buyer gets real value from our solution. 

• Develop heatmaps and other tools for the Buyers to ensure that they can see the value of the data.

• Liaise with the Buyer in relation to other services they may require such as Stage 3 audits or data feeds. 

• Ensure Supplier escalations are correctly managed, and an escalation process is in place with the Buyer(s) for successful resolution 

• Work with colleagues to maintain the quality of Hellios’ data and systems. 

• Build your knowledge of the industry, relevant legislation that will affect your customers and Hellios’ markets. 

Budget and Reporting 

• Participate in the budget creation process for each of your Buyer accounts, setting an achievable and realistic target for each month. 

• Maintain and update actionable account plans for each Buyer. 

• Provide a regular progress status report to the Country Manager.

• Analysis of data to create actionable insights for the Buyers. 

• Creation and presentation of ad hoc internal reporting   

Relationship Building 

• Develop a strong relationship with your key contact to embed Hellios as a trusted partner with the Buyer customer. 

• Create and develop relationships with the Buyer decision makers and all Buyer members involved in using Hellios systems and services, especially those involved in the process, end users of the data and senior decision makers of the Buyer organisation. 

• Regularly attend industry events to engage with Hellios’ customers and increase awareness of the product in industry 

• Speak persuasively at industry events to promote the Hellios brand 

Monitoring performance 

• Assess the Buyer against the Buyer Maturity Index to check that they are getting the best value from the use of the system. 

• Report performance to Sector Manager as required. 

• Escalate issues to Sector Manager when identified. 

Training and Development 

• Facilitate on the job training to ensure your Buyers have excellent knowledge of the system and processes including new functionality. 

• Organise refresher training for your Buyer from time to time. 

• Identify training needs and adapt training approach to suit those needs. 

• Ensure training covers benefits, not just features. 

• Make recommendations for training including coaching, mentoring etc.
  

Key Responsibilities

• Produce detailed proposals for events (including timelines, venues, suppliers, legal obligations, staffing and budgets)
• Research venues, suppliers, and contractors, and negotiate prices
• Manage and coordinate suppliers and all event logistics (for example, venue, catering, travel)
• Manage all pre-event planning, organising guest speakers and delegate packs
• Coordinate suppliers, handle client queries and troubleshoot on the day of the event to ensure that all runs smoothly and to budget
• Organise facilities for car parking, traffic control, security, first aid, hospitality and the media
• Make sure that insurance, legal, health and safety obligations are followed
• Oversee the dismantling and removal of events and clear the venue efficiently
• Produce post-event evaluation to inform future events

Key Responsibilities

Validations 

• Build a rapport and strong relationship with customers by offering support and advice throughout the onboarding and validation process.

• Validate online questionnaires with close attention to detail and with reference to standard processes and procedures. 

• Accurately log and update customer records on the status of their questionnaires. 

• Advising and processing fee payments for new and renewing customers. 

• Proficient user of validation process within our business system. 

• Identify ways in which processes and procedures can be streamlined and made more efficient. 

• Active participation in team meetings to share and communication information.  

• Consistently meet or exceed personal targets.  

• Escalate customer issues to the Project Manager. 

Front line customer support  

• Make 40+ outbound calls per day to supplier customers to explain the benefits of our service; to help customers who are registering for the first time; to assist with customers who are renewing their subscription. 

• Accurately log and maintain records of customer contact, activity and outcomes of calls on our CRM (Customer Relationship Management) system. 

• Provide accurate and clear information to supplier customers, explaining the benefits of our service and the processes involved to complete an online questionnaire required by our buyer customers. 

• First line support for a variety of customer enquiries including IT and procedural issues, concerns and complaints, updates on application and process status. 

• Speaking with customers with regard to their subscription fee. 

• Working consistently to ensure personal targets relating to call rates are consistently met and exceeded.

Key Responsibilities

Validations 

• Build a rapport and strong relationship with customers by offering support and advice throughout the onboarding and validation process.

• Validate online questionnaires with close attention to detail and with reference to standard processes and procedures. 

• Accurately log and update customer records on the status of their questionnaires. 

• Advising and processing fee payments for new and renewing customers. 

• Proficient user of validation process within our business system. 

• Identify ways in which processes and procedures can be streamlined and made more efficient. 

• Active participation in team meetings to share and communication information.  

• Consistently meet or exceed personal targets.  

• Escalate customer issues to the Project Manager. 

Front line customer support  

• Make 40+ outbound calls per day to supplier customers to explain the benefits of our service; to help customers who are registering for the first time; to assist with customers who are renewing their subscription. 

• Accurately log and maintain records of customer contact, activity and outcomes of calls on our CRM (Customer Relationship Management) system. 

• Provide accurate and clear information to supplier customers, explaining the benefits of our service and the processes involved to complete an online questionnaire required by our buyer customers. 

• First line support for a variety of customer enquiries including IT and procedural issues, concerns and complaints, updates on application and process status. 

• Speaking with customers with regard to their subscription fee. 

• Working consistently to ensure personal targets relating to call rates are consistently met and exceeded.

Key Responsibilities

• Design, Develop and implement any new features or enhancements for Hellios web-based applications and systems.

• Elaborate and define requirements together with stakeholders, product team and analysts.

• Produce technical specifications were necessary for any new features, change requests or applications enhancements required.

• Provide technical leadership and guidance to the development team around software design, software engineering best practices, peer-reviewing as well as leading by example through your hands-on approach.

• Embrace agile practices and follow modern principles to ensure high quality, clean, well-tested and extendable code.

• Contribute & support ideas to improve and continuously evolve all IT and software for Hellios and their customers.

• Participate in daily scrum stand up with your team to ensure a culture of transparency, collaboration, and inclusiveness.

• Ensure alignment of the team’s technical efforts with those across the wider organisation/business.

• Provide insights to leadership around career development, team performance and opportunities to keep staff engagement levels high within the team.

Key Responsibilities

• Design, Develop and implement any new features or enhancements for Hellios web-based applications and systems.

• Elaborate and define requirements together with stakeholders, product team and analysts.

• Produce technical specifications were necessary for any new features, change requests or applications enhancements required.

• Provide technical leadership and guidance to the development team around software design, software engineering best practices, peer-reviewing as well as leading by example through your hands-on approach.

• Embrace agile practices and follow modern principles to ensure high quality, clean, well-tested and extendable code.

• Contribute & support ideas to improve and continuously evolve all IT and software for Hellios and their customers.

• Participate in daily scrum stand up with your team to ensure a culture of transparency, collaboration, and inclusiveness.

• Ensure alignment of the team’s technical efforts with those across the wider organisation/business.

• Provide insights to leadership around career development, team performance and opportunities to keep staff engagement levels high within the team.

Key Responsibilities

• Managing Multi-region AWS environments.
• Manage CI/CD pipeline in AWS.
• Manage all deployment, QA and Productions, Manager Docker containers for deployment of applications/services using AWS ECS;
• Setup Postman to support API testing.
• Implement and maintain monitoring stacks.
• Process knowledge of Servers / OS requirements.