Implementation Consultant

Department: Service and Support
Location: UK - Norwich Head Office
Require Travel: Not Required

Job Description

Exceptional customer service underpins everything that Epos Now stands for. We exist with the sole purpose to add value to the lives and businesses of our customers. We want to ensure that when our customer needs us we are there, when our customers make contact with us we get it right first time and that every interaction we have is an opportunity to improve our customer's business.

The Implementation Team support customers during their first 30 days with Epos Now and in this role as Implementation Consultant you will be responsible for delivering exceptional service to every new customer that joins the and ensuring the effective and timely up and implementation of our customers onto the EposNow platform and provide a clean handover of the customer to the Support team or Corporate Accounts team depending upon the size or scale of the business.

 

Accountabilities

  • Contact the customer on the day the welcome call is assigned

  • Take full ownership of the customer throughout implementation

  • Take the time to understand the handover from the Sales consultant and complete own diligence on the customer's business and industry type.

  • Understand from the customer the visual and physical layout of set up/premises/business and networking infrastructure

  • Understand the people structure within each business and facilitate the webinar training needs across the business

  • Deliver excellent webinar training sessions across all industries

  • Understand growth plans for the customer over the next 3,6 and 12 months. Escalate a request for an account manager where required

  • Complete one to one training where required

  • Deliver onsite training/installation when necessary

  • Complete interval checkpoint calls to ensure training has been completed, provide an additional training that is required

  • React to any built in alerts highlighting potential issues with implementation

  • Pull on the right resources to solve all customer issues, concerns or questions and effectively establish when an onsite survey is required

  • Review and cleanse the data on Salesforce for the Account

  • All workflows followed throughout implementation and improve processes where needed

  • ‘Graduate’ the customer to support or corporate accounts once integration is complete and customer has confirmed they are satisfied

  • Prioritise own development and continually look for opportunities to self develop

  • To apply all skills to deliver any other accountabilities as required by the organisation

  • To ensure excellent customer service is delivered

  • To ensure accurate and timely data inputting

  • To adhere to policies and processes

  • To suggest process, systems and service improvements

 

 What we look for:

  • Experience of providing exceptional customer service
  • Keen to take complete accountability for delivering a fantastic onboarding process for our customers
  • Resilient, with the ability to effectively manage unhappy customers or complex issues with the intention of reaching an appropriate ‘win-win’ solution
  • Highly motivated self-starter with a desire to continually learn and develop themselves
  • An excellent communicator/relationship-builder both internally with colleagues and with externally with customers
  • Able to effectively and clearly communicate in all written communication
  • Well-organised, attention to detail and have the ability to prioritise tasks quickly and effectively
  • Keen ability to identify opportunities to create revenue
  • Technically proficient in set-up of Epos Now software and hardware or a keen interest in being able to do this
  • Able to understand and explain the capabilities of Epos Now hardware and software
  • Commercially aware of hospitality and retail industries
  • Able to explain technical issues in an easy to understand way
  • Proficient with both remote and face-to-face customer support
  • Positive approach, flexible and comfortable in a fast-paced, customer focused environment