Implementation and Support Consultant

Implementation and Support Consultant

This is a leading provider of marketing and communications in the UK. With over 30 years' experience in the direct marketing, CRM and transactional communication industries, they take great pride in providing their clients with a variety of tailored solutions and cost-effective services to improve the quality of their customer communications, streamline processes, consolidate costs and ultimately, deliver a greater return on investment.

We are looking for a motivated Implementation and Support Consultant for Hybrid Mail/Digital Solutions that will be responsible for managing the end-to-end implementation of hybrid mail and digital communication solutions for clients. This role involves coordinating with internal teams, understanding client requirements, delivering tailored solutions, and providing post-implementation support to ensure a seamless user experience. You will serve as the primary contact during the onboarding process, helping to ensure that the digital solution integrates well with the client's existing systems and meets their specific business needs. You will have good experience in implementation, technical support, or customer success roles, ideally within the digital solutions, hybrid mail, or related technology sectors. You will be proficient with cloud-based communication platforms, CRM systems, and data management tools. Familiarity with hybrid mail systems or digital communication solutions is a plus.

Key Tasks and Objectives

• Support Implementation: Assist in the deployment and configuration of hybrid mail systems, working closely with senior consultants and IT teams to ensure a smooth rollout.
• Training Assistance: Support the delivery of training sessions for staff on how to use hybrid mail platforms and best practices for managing both physical and digital mail.
• Technical Support: Provide first-line troubleshooting for hybrid mail system issues, escalating more complex problems to senior consultants or external vendors as needed.
• Documentation: Maintain accurate records of system configurations, procedures, and troubleshooting steps to support ongoing system maintenance and user training.
• Vendor Coordination: Assist in communicating with external service providers to ensure timely support and smooth service delivery.
• Reporting: Assist in generating basic reports on mail volume and service efficiency, helping identify areas for improvement.
• Customer Assistance: Provide basic support for internal teams with hybrid mail-related queries, escalating issues when necessary.

Key Skills

• Customer Focus: Demonstrates a proactive approach to meeting and exceeding client expectations, with a strong commitment to quality and a positive client experience.
• Analytical Thinking: Skilled at analysing data, identifying trends, and finding opportunities for improvement to enhance the solution and client satisfaction.
• Collaboration: Works effectively with cross-functional teams, contributing to a supportive and cohesive work environment to achieve common goals.
• Adaptability: Easily adjusts to changing priorities and client needs, maintaining a flexible approach in a dynamic work setting.

Internal Relationships

• Solutions Development Department
• Production Department
• Sales and Client Services

External Relationships

• Software supplier
• MBA Hybrid mail clients

Background and Experience

• Education: Bachelor's degree in Information Technology, Business Administration, or a related field.
• Experience: Some experience in implementation, technical support, or customer success roles, ideally within the digital solutions, hybrid mail, or related technology sectors.
• Technical Skills: Proficiency with cloud-based communication platforms, CRM systems, and data management tools. Familiarity with hybrid mail systems or digital communication solutions is a plus.
• Soft Skills: Strong problem-solving abilities, excellent communication skills, and an ability to manage multiple projects simultaneously. Comfortable working in a client-facing role with an emphasis on customer satisfaction.
• Attention to Detail: Strong organizational skills to manage tasks, document processes, and support compliance efforts.

They are very accessible on public transport being on the main line from Liverpool Street and easily accessible from the Victoria Line too. There is limited on-site parking although there is a pay and display carpark in the vicinity.

Hours of work are Monday to Friday 9am - 5.30pm

Perks and Benefits!

• 24 Days Holidays plus 8 Bank Holidays
• Statutory Pension Scheme
• EAP Program
• Employee Discount Scheme

Despite our best efforts it is not always possible to respond to every application individually due to the high volume of responses we receive on each vacancy.

Only candidates who are short listed will be contacted for this particular role and if you have not heard from us within 7 days please assume that you have not be successful. However, we will keep your details on our database, and will contact you when other suitable positions