Customer Success & Support Manager

10 Back Lane, Melbourn SG8 6DP, GB

Full-time

Company description

We’re an innovation and transformation consultancy that believes in the power of ingenuity to build a positive-human future in a technology-driven world. Our diverse teams of experts combine innovative thinking with breakthrough-technologies to progress further, faster.

Oakdoor™ by PA Consulting is an incubated scale-up business that is disrupting the cyber security world of cross domain solutions.  Bringing the next generation of ingenious hardware data diodes to the most important networks in the world.  

We build relationships with customers who want to protect their critical digital assets, from across a range of industries.  By understanding common challenges and opportunities we use our insight to solve customer problems, nurturing relationships with organisations of varying maturity. 


Job description

Do you like understanding people and creating great experiences for them?  Can you find potential for improvement in situations?  Could you help us develop robust and resilient support processes 

We’re looking for someone to take on this Customer Success and Support Lead role, to deliver a market leading customer experience for our ingenious products and services.  You will build and scale our service management offer and lead Oakdoor’s support services, ensuring we delight customers. 

Your role will be critical to both shaping and delivering our strategic business plan. As a small team, communication and sharing across the group is important for us and collaboration across the full team (sales, operations, and engineering) is very common.  We want your expertise to deliver a leading customer experience as we accelerate our growth.  

Responsibilities:

  • Build, scale, and lead Oakdoor’s support services.  Actively managing our customer experience, building processes that deliver against contracted KPIs, SLAs and informing Oakdoor’s wider delivery and business strategy. 

  • Inform our commercial strategies. Working with the Account Management and Sales team to develop support contracts and service schedules with customers during the sales cycle, onboarding and contract lifecycle. 

  • Inform our product development cycle, new and end of life. Working with the Engineering and Operations teams to ensure alignment between service management and shaping technical development plans.  

  • Visiting UK or Global customer sites and working closely with technical colleagues when appropriate. 

You will be based within the UK, with the ability to travel to clients as required, plus regular visits to your colleagues in the development team in Cambridge and first line support colleagues in Belfast.


Qualifications

  • Enthusiasm to build, scale, and manage a customer success and support model in product businesses. 

  • Experience of developing enduring partnerships that deliver end to end customer success.   

  • Ability to grow, adapt and evolve the team / service as our products develop. 

  • Candidate would benefit from experience operating within high security / regulated industries, though not a necessity. 


Additional information

What we love about working on Oakdoor  

"I like that we are actual partners with our customers. Over many years we have built deep trust that allows us to be curious about their challenges, and creative with potential ideas to help solve them.”  COO 

“I was excited to join Oakdoor because there was a chance to be first in the door to shape and present the commercial offering to the market.  It’s a special opportunity to tackle existing network security challenges in way that you wouldn’t typically find elsewhere, that’s why I joined.”  Account Executive 

“Oakdoor is a well-managed team of people who are great to work with. The project excels in agile practices and principles and is a great place to learn.”  Software Engineer 

"The team is super rigorous when it comes to writing clean, testable software.  I feel like I’m developing habits that will serve me well for my whole career."  Software Engineer  

“There is a pride in the quality of our product design and hardware production.” CTO 

Benefits: 

  • Private medical insurance Travel allowance  
  • 25 days annual leave with the opportunity to buy 5 additional days 

  • Company pension scheme 

  • Annual performance-based bonus  

  • Life and Income protection insurance  

  • Tax efficient benefits (cycle to work, give as you earn) 

  • Additional optional benefits (Dental, critical illness, spouse/partner life assurance) 

About us:

We believe in the power of ingenuity to build a positive human future in a technology-driven world.

As strategies, technologies and innovation collide, we create opportunity from complexity.

Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.

PA. Bringing Ingenuity to Life.

Diversity:

We believe that diversity makes us a stronger firm and look to employ people with different ideas, styles and skillsets. This diversity stimulates a rich, creative environment – one in which our people develop, and our clients enjoy enduring results. We’re committed to recruiting, promoting and rewarding our people solely based on their ability to contribute to PA’s goals, without regard to their sex, race, disability, religion, national origin, ethnicity, sexual orientation, age or marital status.

We welcome international applications, but we are unable to offer sponsorship for work permits, so you will need to have the full right to live and work in the UK. Unfortunately, your application will be automatically rejected if you do not have these rights.

Should you need any adjustments to the recruitment process, at either application or interview, please contact us on recruitmentenquiries@paconsulting.com

Contact the team

We look forward to hearing from you.