Client Service Analyst – Remote (UK)

The Opportunity

ZE is a global leader in the development of enterprise data management and analysis software. We design and develop ZEMA, a suite of products that provide powerful capabilities for data collection, process automation, and business intelligence through web based analytical tools, services, and dashboards. ZE is a family firm and recognizes our team members value, repaying that with trust and loyalty. Offices in Vancouver, Brighton and Singapore ensure we can support our Global client base effectively. ZE’s client base includes the biggest names in industry, many of whom have been clients for over a decade. Service and quality are key differentiators for ZE – and that starts with our team. We are looking for a Client Service Analyst. The nature of our product means it quickly becomes critical infrastructure for our clients and they rely heavily on the team at ZE to respond effectively to changes or issues.

Candidates should have worked in a support environment – ideally in the IT or Professional Services space – and have a record of building relationships with clients by being proactive in answering their questions, managing their changes and responding to their issues calmly, efficiently and honestly.

Responsibilities:

The role will require advocacy and balance for both the client and for ZE to ensure the client has a great experience of ZE and our products;

Responsibilities include

· Understanding the ZEMA Product Suite and guiding clients in best practice to ensure they get value from ZE services.

· Getting to know the clients – understanding their business, how they use the services and resolving issues and managing change

· Measuring and reporting on the health and satisfaction levels of clients including reviewing the quality of provided services with the client at a regular frequency

· Act as an escalation point - delivering resolutions and improvements to client services by coordinating with internal teams and ZE experts

· Tracking open action items anddriving them to satisfactory closure through coordination and communication with the client and ZE teams

· Manage changes, updates or upgrades to client’s environments – ensuring they are properly planned, documented and executed

· Maintain relationships with other teams/departments across ZE - attending training, product presentations, contributing to team meetings

· Working with project teams to onboard new clients and ensure they transition smoothly from implementation to day to day usage

· Ensure the client’s service documentation and run book are up to date

· Provide client support and advice related to ZEMA product usage and custom solutions developed for specific clients and projects.

· Guide internal teams when needed – context and background can ensure that our Operations and Application Support teams can quickly understand priorities and respond appropriately

Competencies & Skills Set

· Bachelors degree or equivalent qualification

· Background in a relevant Technology or Business related field

· Broad understanding of IT technology concepts, software architectures, MS products, development tools, process integration etc.

· Experience in executing and creating database queries on an ad hoc basis

· Proactive with good time management and organizational skills

· Strong written and oral communication

· Problem solving and critical thinking skills

• Experience in a relevant industry – Finance, Energy, Commodities, Freight, Enterprise Software Solutions would be considered positive backgrounds

About Us
ZE PowerGroup Inc. (ZE) is the global leader in the development of enterprise data management and analysis software. We are the developers of ZEMA, a sophisticated suite of products that provides clients with powerful capabilities for data collection, process automation, and business intelligence through web-based analytical tools, services, and dashboards. We work with world-class companies in every industry including energy, commodities. We provide a great work environment, unique corporate culture and the ability to interact with colleagues across the globe.

Job Types: Full-time, Permanent

Salary: £35,000.00-£45,000.00 per year

Benefits:

• Company pension
• Flexitime
• Private medical insurance
• Sick pay
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Flexitime

Supplemental pay types:

• Yearly bonus

Work authorisation:

• United Kingdom (required)

Work Location: Remote