Customer Integration Engineer

Reporting To: Customer Integration Engineering Team Leader

Location: Remote worker, ideally based in the Southwest around the Bristol area, with frequent travel to the Brighton Head Office and customer sites, but maintaining a primary focus on engagement at MOD Abbey Wood.

Hours: 37.5 hours per week, Monday to Friday, based on hybrid working arrangements

Job Purpose

The CIE role strives to ensure our customers succeed through understanding and satisfying their desired outcomes to maximise the value they gain from our products and services.

As an integral part of the wider Customer Support Team, working within multiple customer domains and supporting a range of tlmNexus software products and services, the CIE will be responsible for engaging with our customers at all stakeholder levels and throughout all phases of the service lifecycle, encompassing onboarding (discover & educate), adoption (engage), expansion (succeed), advocacy (evolve) and, ultimately, retention (renewal).

Through regular engagement with customers, the CIE will foster an enduring ‘trusted partner’ relationship across new and existing customer stakeholder groups, by applying the Company’s Customer Success methodology. Working closely with Customer Support Team management and the respective Customer Account Managers, they will strive to support the goal of retaining all customers, by optimizing customer adoption and usage of our products and, consequently, realizing a return on investment for the customer.

Additionally, with intimate knowledge of the customers’ operating environment and their business processes, the CIE will be able to identify potential future business opportunities. The CIE will also be expected to provide domain knowledge support to relevant internal business development, account management, technical, training & project management activities. 

Responsibilities

Integration and Change Management:

• Develop a sound understanding of the Company’s portfolio of software products and services.
• Maintain a working knowledge of Customer airworthiness processes.
• Apply customer domain knowledge (people, environment, regulations and processes) to: Maximize the value realised by customers from using our products and services. Inform product development, with a focus on early intervention to influence service and product design. Onboard and integrate new functionality into the customer domain, promoting adoption and usage.
• Support the management of change, ensuring the buy-in and engagement of all relevant stakeholders to gain maximum post-delivery product adoption.
• Identify and submit service, product and process improvement ideas.
• Be a pro-active interface to enable effective communications between Customer stakeholders/users communities and the Company product development and support teams.

Customer Success

• Assume responsibility for the implementation and management of customer success activities for assigned customers, services and/or products.
• Establish and maintain successful business relationships with relevant tlmNexus customers and key stakeholders, through effective communication and regular on-site engagement.
• Achieve demonstrable customer success for assigned customers, from the on-boarding stage to user engagement and product adoption, with the aim to satisfy agreed desired outcomes and achieve a return on investment for the customer.
• Identify potential business opportunities for cross-sell or up-sell of related products or services.

Experience

Knowledge and Skills Essential:

• Significant experience in a MoD engineering support role or UK defence-related business, with demonstrable knowledge of UK military aviation regulation, policy and processes.
• Working knowledge and/or experience of MoD DE&S business units, ideally in the air domain.
• Customer-focused, with the ability to liaise effectively with customers to develop close and trusted associations, building effective relationships.
• Effective communicator with good presentational skills, with the ability to actively engage and influence at mid-to-senior management level.
• Professional, articulate and confident when operating in the customer domain.
• Able to assimilate complex technical subjects and communicate to non-technical stakeholders.
• Highly focused and organized, with ability to prioritize own workload.
• Able to identify, assimilate and communicate opportunities for business development.
• Experience of project management or be able to demonstrate involvement in managed projects.
• Must hold or be able to achieve security clearance to SC level.

Desirable:

• Experience working with DE&S fast jet (preferably Typhoon) and/or RPAS project teams.
• A good understanding of the principles, guidelines and methods used in delivering and supporting complex equipment and capabilities.
• Experience of managing change and business transformation with proven results.
• Customer Success Management training or demonstrable experience in a related customerfocused field.
• Knowledge and/or experience of the software industry and Agile methodologies.
• Knowledge of ITIL best-practice guidelines.