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EMEA Customer Success Specialist - Distributors

The MathWorks, Inc.

Galway
30+ days ago
Galway
30+ days ago

Job Summary

  • Job: 23370-SOD
  • Location:IE-Galway
  • Department: Education Customer Success

2020 is an exciting time to join MathWorks as we continue to develop and grow our Shared Sales & Services centre in Galway, Ireland.


MathWorks has established an EMEA Customer Success team dedicated to helping our academic customers experience the full value of MATLAB and Simulink. 


We are looking for an enthusiastic, creative person to join our team to further help our customers efficiently implement campus-wide access of our products. This role will be focused on supporting our Distributor Partners covering over 27 countries.


As a Customer Success Specialist, you will – in partnership with our distributors – work with a portfolio of leading academic universities in the above regions to onboard, train, and be part of an account team that proactively drives adoption of our software. This ensures customers experience a partnership that includes excellent service and directly results in renewal of their campus-wide license each year.


Responsibilities


Working in 8 distributor territories, scope out and together with the Customer Success Manager and other stakeholders develop, implement and support an onboarding process of new Campus-Wide Licences sold by Distributors. Similarly, develop, implement and support a ‘re-onboarding’ process of existing Campus-Wide licences previously sold via our Distributor network.


Own and manage assigned tasks within the above customer onboarding process from customer commitment stage through annual renewals and support annual renewal effort. Together with the Distributor, serve as a central point of contact for university stakeholders engaged in meeting the needs of current and prospective MATLAB user communities throughout the university.


Ensure the customers transition to the Campus-Wide Licence is seamless. Work closely with the Distributors' Sales Team in supporting the pre-sale process when needed. Proactively resolve issues to ensure stakeholders and key users have a hassle-free experience; if required, help to manage all additional issues until resolved. Motivate customers to act autonomously to ensure a successful, ongoing deployment of their Campus-Wide license.


Together with the Distributor Sales team(s), engage customers in developing and executing collaborative implementation plans that ensure onboarding, training and awareness building activities for their campus are successfully executed. 


Build trusted, consultative relationships with Distributors and end customers through scheduled outbound interactions. Maintain proactive, regular contact with Distributors and customer accounts to maximise their success throughout the annual customer lifecycle.


Work closely and collaborate with the wider account team, within MathWorks and within our Distributors to:

  1. escalate customer issues to Sales or Installation Support if required
  2. conduct regular Business Reviews with customers to ensure Campus-Wide access is helping them meet their business goals.
  3. integrate awareness activities with the deeper technical engagement activities driven by the Customer Success Engineers (CSEs) and Field Marketing.
  4. Identify and nurture relationships with customer advocates in concert with customer reference program.

Together with the wider Customer Success team in Galway, North America and the Asia-Pacific regions, integrate customer feedback through regular interaction, customer satisfaction surveys and feedback from customer-facing colleagues to evolve and continuously improve onboarding materials, tools and processes.


Discover and analyse gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps. Collaborate with the team to build and evolve ROI reporting tools that support the renewal process.


Minimum Qualifications

  • A bachelor's degree and 1 year of professional work experience is required.

Additional Qualifications

  • Customer-focused with exceptional persuasive verbal and written English communication skills, excellent telephone skills, strong business acumen and a high level of attention to detail.
  • At least one European language in addition to English.
  • Strong critical thinking skills.
  • 3-5 years’ work experience in a customer success or equivalent customer-facing role.
  • Experience in a technical or software environment.
  • Experience in program and project management skills including project analysis, risk management, course correction, and process improvement are also critical to the role.
  • Demonstrated ability to work in highly collaborative, cross-functional environments.
  • Experience working with staff at multiple levels, including senior management; international experience is a plus.
  • Detail-oriented with a self-starting ability.
  • Ability to work within a new, evolving role with new processes that will require refinement over time.
  • Ability to deduce required activities based upon proactive analysis of customer metrics.
  • Demonstrated ability of customer issue ownership and relationship building.
  • Demonstrated ability to influence and direct customer activities.
  • Effective problem solving, critical thinking, collaboration, and influencing skills.
  • Social media savvy, awareness of social media strategy, usage, content, and channels deployed by third-level institutes.

Why MathWorks?


It’s the chance to collaborate with bright, passionate people. It’s contributing to software products that make a difference in the world. And it’s being part of a company with an incredible commitment to doing the right thing – for each individual, our customers, and the local community.

MathWorks develops MATLAB and Simulink, the leading technical computing software used by engineers and scientists. The company employs 5000 people in 16 countries, with headquarters in Natick, Massachusetts, U.S.A. MathWorks is privately held and has been profitable every year since its founding in 1984.

Join Our Talent Network

Receive personalized job alerts, stories, and company updates.

Join Today

Contact us if you need reasonable accommodation because of a disability in order to apply for a position.
The MathWorks, Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics. View The EEO is the Law poster and its supplement.
The pay transparency policy is available here.
MathWorks participates in E-Verify. View the E-Verify posters here.
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Customer Service Executive (Dental Industry)

Adecco Retail

Dublin West, Dublin
4 days ago
Dublin West, Dublin
€28k - €30k Per Year
4 days ago
€28k - €30k Per Year
Adecco are recruiting for a Inbound Telesales & Customer Service representative in Dublin for a market leading company in the dental industry.
Responsibilities:
Answering incoming calls to Company standard.
Focus on customers ensuring we provide excellent service to our customers.
Achieve a high level of accuracy on all orders when both up-selling and cross-selling to increase both size and order value.
Achieve and exceed sales, gross profit, lost call and territory growth targets as set by the Line Manager.
Process orders and enquiries following quality control procedures.
Ensure that all quotations are dealt with in an accurate and timely manner.
Ensure that all reporting is completed in an accurate and timely manner.
Attend staff meetings and training courses, as and when required.
Give support to team members assist other departments, as and when necessary.
Record and update customer database with relevant information. Ensure that all records are up to date, filed and easily assessable.
Key Requirements
Experience as a dental nurse
Quick learner, data-driven, highly inquisitive
Brings a lot of energy, enthusiasm and ambition to work with a strong desire to get better
Remuneration
Great base salary
Bonus structure
Working with a market leader
If you would be interested in applying for this role please drop me an email on or apply through this job advert.
Adecco Ireland is acting as an Employment Agency in relation to this vacancy.
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Customer Service Representative - Swords

Hays Ireland

Dublin North, Dublin
5 days ago
Dublin North, Dublin
€13.21 - €13.21 Per Hour
5 days ago
€13.21 - €13.21 Per Hour

Customer Service Representative - Swords
Your new company
Your new company has a vision to become a world class customer focused organisation delivering the best in class service through digital financial services, delivering services in an innovative and modern manner. Located in Swords County Dublin this team are searching for a new phone based Customer Service Representative to join them in continuing to offer excellence in customer service nationwide.
Your new role
You will working with a busy team in their Swords Offices. Social distancing is carefully monitored and policies are now in place which have been implemented with success since mid last year. Health declarations will be confirmed and reconfirmed before entering the premises on day one.
Your responsibilities will include:
  • Consistently demonstrate Customer Service standards by ensuring a high level of engagement with the customer
  • Proactively anticipate customer issues and take appropriate action
  • Drive transaction displacement by actively promoting relevant Self Service Channels as appropriate
  • Identify and act on leads for added value opportunities that are relevant to each customer

What you'll need to succeed
You must have the following to apply for this position:
  • Applicants must have passed five subjects (including English and Maths) at Leaving Certificate (or equivalent). These must be achieved at Ordinary or Honours level. Proof of these qualifications will be required if successful in the role.
  • Customer service and call centre experience is useful for this position .
  • Fluent written & spoke English.

Key competencies for this position:
  • Communication and Influencing - genuine two-way communication to achieve the enhance the customer experience
  • Customer Relationship Management - Engaging with the Customer to add value
  • Be a results focused individual - This role is target based
  • An interest in teamwork and collaboration - You will be working together as a team to deliver results.
  • Strong computer skills.

What you'll get in return
Working with this organisation will hugely enrich your customer service skills as you will require excellence in customer service daily. This is nationally recognised company with a strong reputation which will only allow you to advance on your skillset should you seek to further your career in the financial services industry.
What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
Hays Ireland is a trading division of Hays Specialist Recruitment (Ireland) Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
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Support Consultant

LSC

Dublin, Dublin
5 days ago
Dublin, Dublin
5 days ago

Consultant, Sourcing Manager - Biopharmaceutical - Dublin
LSC have a great contract opportunity for a Consultant, Sourcing Manager to join a biopharmaceutical company in Dublin focused on serving patients with severe and ultra-rare disorders through the innovation, development and commercialization of life-transforming therapeutic products.
If you have 10 years' experience in a US Multi-national GMP manufacturing environment and are ready for your next challenge, this could be the perfect project for you!
ABOUT THE PROJECT - KEY RESPONSIBILITIES:
o Manage assigned business relationships and gain a comprehensive understanding of business owner requirements.
o In collaboration with business owners, implement global sourcing strategies that consolidate and optimize both the vendor base and services, while securing the lowest TCO and access to the highest levels of service and quality.
o Promote and support end-users on sourcing and procurement policies and procedures through team interactions and other defined training programs
o Lead tactical implementation of sourcing initiatives supporting the Global Supply Chain, Quality & QC Groups and Contract Laboratory Spend and the broader Global Operations support, as directed.
o Review internal business partner requests, solicit, and evaluate proposals. Supports the business performance reviews, negotiations, as apply, and contracting oversight and monitoring to drive best value for the company.
ABOUT YOU - ARE YOUR SKILLS A MATCH?
o Bachelor's Degree in Business Administration, Supply Chain or equivalent with relevant experience.
o Demonstrated ability to support and implement Strategic Sourcing projects.
o Procurement and Sourcing functional experience, including integrated systems and platforms.
Note: Are you currently eligible to work in Ireland? As this is a contract opportunity you will need to hold a Stamp 1G/Stamp 4 visa to apply!
To apply, submit your CV via this advert or contact Siobhan Cummins at LSC on 021-4777329 if you have anymore questions about this Consultant, Sourcing Manager opportunity!
ABOUT LSC - CONTRACTING WITH A DIFFERENCE
LSC work exclusively in the Life Science sector and have designed a Consultant Success Programme to help make the contracting process as easy and rewarding as possible for all our consultants....visit www.lscconnect.com to find out more
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Customs Compliance Specialist - North Dublin

Q.E.D. Recruitment Specialists Ltd

Dublin North, Dublin
10 days ago
Dublin North, Dublin
10 days ago

SUMMARY OF ROLE:
We are currently recruiting for an experienced Customs Compliance Specialist for our Client based in Airport Business Park, Co. Dublin. The role is to complete customs entries in accordance with the company defined process and maintain revenue compliance at country level. This is a full-time permanent role with the company.


KEY RESPONSIBILITIES:
• Build strong working relationships and liaise with operational departments to ensure Revenue compliance for imports and exports;
• Build strong relationships with C&E/Revenue to ensure that Revenues expectancies are recognized, recorded and delivered on;
• Control transit movements both Import & Export to ensure all are discharged and there is no liability for the company;
• Ensure funds are received or acknowledged before outlaying VAT and Duties;
• Ensure that all entries are completed in accordance with the Customs procedure;
• Manage VAT 56B certificates;
• Complete Customer Customs reporting;
• Intrastat completion;
• Support customers where they have Customs Audits;
• Maintain knowledge of all regulation changes and any new processes that may arise;
• Ensure operational compliance to all revenue and international trade legislative requirements, and all requirements under Data Protection Legislation.

ESSENTIAL REQUIREMENTS:
• Minimum 2 years relevant Customs experience;
• A pleasant and professional phone manner is a prerequisite along with good customer service & people/team skills;
• Ability to work with lots of data to high level of accuracy;
• Strong PC skills and excellent knowledge of Excel;
• Excellent written and verbal communication;
• Ability to cope with a busy workload and meet deadlines;
• Good problem solving skills.

SALARY:
€15.38 per hour, however depending on experience a higher pay rate will be offered.

WORKING HOURS:
Monday to Friday 9am-5.30pm but flexibility is required to work outside these hours, to provide weekend or out of hours coverage where necessary.

JOB CODE:
QED0248

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Customer Service with Accounts

FRS Recruitment

Galway, Galway
1 day ago
Galway, Galway
€24k - €24k Per Year
1 day ago
€24k - €24k Per Year

Our client - a well established and recognised Galway company are currently seeking a strong Customer Service Agent to join their team.
Based in the Head Office - you will join a strong team to provide customer service support to a portfolio of customers.
Reporting to the Customer Service Manager - the role offers a hands-on approach to invoicing and also credit control.
Experience :
One years' relevant experience preferably in a customer service environment.
Strong communication skills
Good working knowledge of Excel and Word.
A proven ability to work to targets and timelines.
If you believe you are a match to this position - please apply with your most recent CV to Bernadette Sisson for immediate consideration.
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CUSTOMER SUPPORT AGENT - German Speaking

Bond Personnel

Dublin 8, Dublin
3 days ago
Dublin 8, Dublin
€28k - €35k Per Year
3 days ago
€28k - €35k Per Year

CUSTOMER SUPPORT AGENT WITH GERMAN

Our client, a leading edge technology company with offices in Dublin City Centre are looking for a Customer Support Agent (German speaking). The successful candidate will be part of one of the teams that is the regional focal point for EMEA Customer Logistics Management. They will be responsible for the demand fulfillment and logistics management for a specifically assigned customer portfolio.

 

Activities and Skills

The successful candidate will gain experience working in a demanding international supply chain department and the specific skills /opportunities will be:

 

  • Providing premium customer experience by orchestrating between customers and internal partners supporting value-add information & services through close communication and collaboration.
  • Dealing with customer order management queries regarding their needs and balancing this against our capabilities through established logistics concepts considering legal requirements.
  • Analysing customers’ market and business (including demand development) anticipating future customer requirements and act in line with the overall company strategy.
  • Striving for continuous optimisation of customer supply chain concepts
  • Ensuring on-time delivery to achieve customer satisfaction.
  • Embracing process and systems changes through supported self-learning

 

Experience Required

  • Proven success & experience in Supply Chain Management and/or Customer Related environment
  • 3rd level qualification in a business or related discipline; Supply Chain/Operations emphasis preferred
  • Proficiency with Microsoft Office applications

 

Skills / Competencies

  • Fluency in English and German
  • Knowledge of SAP ERP applications an advantage
  • Excellent communication skills, both written and verbal in the required languages
  • Ability to work effectively in a team environment and to work with employees at all levels of the organization
  • Ability to adapt quickly, working in a dynamic business environment
  • Customer focused
  • Results driven and solutions oriented
  • Has a Zero Defect mindset
  • Strong problem solving ability
  • Works proactively with a sense of urgency and attention to detail at all times

 

 Rewards & Benefits

  • Competitive Salary
  • Annual Bonus
  • Pension Scheme
  • Monthly Commuter Ticket
  • Company Sick Leave scheme
  • Medical & Dental Insurance
  • Training & Development
  • Educational Support
  • Sports & Social Club
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Customer Service Agent - Remote

Hays Ireland

Ireland, Dublin
5 days ago
Ireland, Dublin
£19k - £20k Per Year
5 days ago
£19k - £20k Per Year

Customer Service Agent - Contract and Permanent - Remote Working
Your new company
Your new company is a global organization with multiple sites across Ireland. They are a recognized employer of choice and due to new business they are hiring a team of customer service agents to work on a permanent or 6 month FTC with a view to extension. The organization encourages flexible working with a focus on their work from home offering.
Your new role
As a Customer Service Agent, you will receive inbound calls and be tasked with bringing a successful resolution to customer queries. You will promote services and solutions while maintaining excellent customer service and meeting your daily targets. You will receive full training with support at all times.
What you'll need to succeed
In order to succeed in this role, you must have excellent English and excellent communications skills, both written and verbal. Prior experience in a customer service, fast-paced environment will be an advantage. This role will suit a driven individual who has an excellent worth ethic, enjoys a target driven environment and who would like to progress in their career. As this role involves remote working, you will need a good home office environment (room with a closed door) along with fast broadband.
What you'll get in return
The rate for this role is €10.20 per hour with the bonus of working from home. This position will give you a rewarding opportunity within a dynamic and challenging industry / role, while also gaining hands on experience. You will be supplied with the necessary equipment for remote working.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
Hays Ireland is a trading division of Hays Specialist Recruitment (Ireland) Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
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EMEA Customer Success Specialist - Distributors

The MathWorks, Inc.

Galway
30+ days ago
Galway
30+ days ago

Job Summary


2020 is an exciting time to join MathWorks as we continue to develop and grow our Shared Sales & Services centre in Galway, Ireland.


MathWorks has established an EMEA Customer Success team dedicated to helping our academic customers experience the full value of MATLAB and Simulink. 


We are looking for an enthusiastic, creative person to join our team to further help our customers efficiently implement campus-wide access of our products. This role will be focused on supporting our Distributor Partners covering over 27 countries.


As a Customer Success Specialist, you will – in partnership with our distributors – work with a portfolio of leading academic universities in the above regions to onboard, train, and be part of an account team that proactively drives adoption of our software. This ensures customers experience a partnership that includes excellent service and directly results in renewal of their campus-wide license each year.


Responsibilities


Working in 8 distributor territories, scope out and together with the Customer Success Manager and other stakeholders develop, implement and support an onboarding process of new Campus-Wide Licences sold by Distributors. Similarly, develop, implement and support a ‘re-onboarding’ process of existing Campus-Wide licences previously sold via our Distributor network.


Own and manage assigned tasks within the above customer onboarding process from customer commitment stage through annual renewals and support annual renewal effort. Together with the Distributor, serve as a central point of contact for university stakeholders engaged in meeting the needs of current and prospective MATLAB user communities throughout the university.


Ensure the customers transition to the Campus-Wide Licence is seamless. Work closely with the Distributors' Sales Team in supporting the pre-sale process when needed. Proactively resolve issues to ensure stakeholders and key users have a hassle-free experience; if required, help to manage all additional issues until resolved. Motivate customers to act autonomously to ensure a successful, ongoing deployment of their Campus-Wide license.


Together with the Distributor Sales team(s), engage customers in developing and executing collaborative implementation plans that ensure onboarding, training and awareness building activities for their campus are successfully executed. 


Build trusted, consultative relationships with Distributors and end customers through scheduled outbound interactions. Maintain proactive, regular contact with Distributors and customer accounts to maximise their success throughout the annual customer lifecycle.


Work closely and collaborate with the wider account team, within MathWorks and within our Distributors to:

  1. escalate customer issues to Sales or Installation Support if required
  2. conduct regular Business Reviews with customers to ensure Campus-Wide access is helping them meet their business goals.
  3. integrate awareness activities with the deeper technical engagement activities driven by the Customer Success Engineers (CSEs) and Field Marketing.
  4. Identify and nurture relationships with customer advocates in concert with customer reference program.

Together with the wider Customer Success team in Galway, North America and the Asia-Pacific regions, integrate customer feedback through regular interaction, customer satisfaction surveys and feedback from customer-facing colleagues to evolve and continuously improve onboarding materials, tools and processes.


Discover and analyse gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps. Collaborate with the team to build and evolve ROI reporting tools that support the renewal process.


Minimum Qualifications

  • A bachelor's degree and 1 year of professional work experience is required.

Additional Qualifications

  • Customer-focused with exceptional persuasive verbal and written English communication skills, excellent telephone skills, strong business acumen and a high level of attention to detail.
  • At least one European language in addition to English.
  • Strong critical thinking skills.
  • 3-5 years’ work experience in a customer success or equivalent customer-facing role.
  • Experience in a technical or software environment.
  • Experience in program and project management skills including project analysis, risk management, course correction, and process improvement are also critical to the role.
  • Demonstrated ability to work in highly collaborative, cross-functional environments.
  • Experience working with staff at multiple levels, including senior management; international experience is a plus.
  • Detail-oriented with a self-starting ability.
  • Ability to work within a new, evolving role with new processes that will require refinement over time.
  • Ability to deduce required activities based upon proactive analysis of customer metrics.
  • Demonstrated ability of customer issue ownership and relationship building.
  • Demonstrated ability to influence and direct customer activities.
  • Effective problem solving, critical thinking, collaboration, and influencing skills.
  • Social media savvy, awareness of social media strategy, usage, content, and channels deployed by third-level institutes.

 


To all recruitment agencies: MathWorks does not accept agency CVs. Please do not submit CVs to our career site or to our MathWorks staff. MathWorks is not responsible for any fees for CVs submitted by an agency.

Why MathWorks?


It’s the chance to collaborate with bright, passionate people. It’s contributing to software products that make a difference in the world. And it’s being part of a company with an incredible commitment to doing the right thing – for each individual, our customers, and the local community.

MathWorks develops MATLAB and Simulink, the leading technical computing software used by engineers and scientists. The company employs 5000 people in 16 countries, with headquarters in Natick, Massachusetts, U.S.A. MathWorks is privately held and has been profitable every year since its founding in 1984.

Join Our Talent Network

Receive personalized job alerts, stories, and company updates.

Join Today

Contact us if you need reasonable accommodation because of a disability in order to apply for a position.
The MathWorks, Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics. View The EEO is the Law poster and its supplement.
The pay transparency policy is available here.
MathWorks participates in E-Verify. View the E-Verify posters here.
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Sales Support

Fastenal Europe

Oranmore
11 days ago
Oranmore
11 days ago

About the Sales Support position

The Sales Support’s responsibilities include working closely with customers to determine their needs, answer their questions about our products and recommend the right solutions. You should also be able to promptly resolve customer complaints and ensure maximum client satisfaction. To be successful as a Sales support, you should stay up-to-date with product features, manage stock levels and inventory within customers' facilities.

We don’t just want a lead generator but someone who can build rapport and develop long-standing relationships.

Ultimately, the duties of a sales associate are to achieve excellent customer service, while consistently meeting the store’s sales goals.
In return, Fastenal will provide training, give you progression opportunities throughout your new career and pay a competitive salary with bonus opportunities in the future.

Working hours: Monday - Thursday; 8 am to 5 pm, Fridays; 8 am to 2:30 pm


Sales Support responsibilities are:

  • Providing excellent customer/sales service

  • Driving company vehicle to customers' locations and Fastenal stores

  • Working hard to drive in sales

  • Seeking out prospective customers

  • Being knowledgeable about the products/services

  • Business to Business sales of Industrial supplies, PPE equipment and more

  • Managing inventory within customer facilities

  • Warehouse and industrial vending machine maintenance

  • Receiving of goods, picking orders, shipping goods, material handling, cycle counts

  • Communicating with team members

  • Suggesting ideas on how to improve sales

Sales Support requirements are:

  • Experience as a Sales Associate or any related area (Preferable)

  • Full UK Driving Licence (Key Requirement)

  • Good understanding of sales and customer service

  • Able to communicate well with customers

  • Good at math

  • Customer friendly

  • Experience with POS transactions would be a plus

  • High school diploma/ BA/BSc would be a plus

Posted

30+ days ago

Description

Job Summary

  • Job: 23370-SOD
  • Location:IE-Galway
  • Department: Education Customer Success

2020 is an exciting time to join MathWorks as we continue to develop and grow our Shared Sales & Services centre in Galway, Ireland.


MathWorks has established an EMEA Customer Success team dedicated to helping our academic customers experience the full value of MATLAB and Simulink. 


We are looking for an enthusiastic, creative person to join our team to further help our customers efficiently implement campus-wide access of our products. This role will be focused on supporting our Distributor Partners covering over 27 countries.


As a Customer Success Specialist, you will – in partnership with our distributors – work with a portfolio of leading academic universities in the above regions to onboard, train, and be part of an account team that proactively drives adoption of our software. This ensures customers experience a partnership that includes excellent service and directly results in renewal of their campus-wide license each year.


Responsibilities


Working in 8 distributor territories, scope out and together with the Customer Success Manager and other stakeholders develop, implement and support an onboarding process of new Campus-Wide Licences sold by Distributors. Similarly, develop, implement and support a ‘re-onboarding’ process of existing Campus-Wide licences previously sold via our Distributor network.


Own and manage assigned tasks within the above customer onboarding process from customer commitment stage through annual renewals and support annual renewal effort. Together with the Distributor, serve as a central point of contact for university stakeholders engaged in meeting the needs of current and prospective MATLAB user communities throughout the university.


Ensure the customers transition to the Campus-Wide Licence is seamless. Work closely with the Distributors' Sales Team in supporting the pre-sale process when needed. Proactively resolve issues to ensure stakeholders and key users have a hassle-free experience; if required, help to manage all additional issues until resolved. Motivate customers to act autonomously to ensure a successful, ongoing deployment of their Campus-Wide license.


Together with the Distributor Sales team(s), engage customers in developing and executing collaborative implementation plans that ensure onboarding, training and awareness building activities for their campus are successfully executed. 


Build trusted, consultative relationships with Distributors and end customers through scheduled outbound interactions. Maintain proactive, regular contact with Distributors and customer accounts to maximise their success throughout the annual customer lifecycle.


Work closely and collaborate with the wider account team, within MathWorks and within our Distributors to:

  1. escalate customer issues to Sales or Installation Support if required
  2. conduct regular Business Reviews with customers to ensure Campus-Wide access is helping them meet their business goals.
  3. integrate awareness activities with the deeper technical engagement activities driven by the Customer Success Engineers (CSEs) and Field Marketing.
  4. Identify and nurture relationships with customer advocates in concert with customer reference program.

Together with the wider Customer Success team in Galway, North America and the Asia-Pacific regions, integrate customer feedback through regular interaction, customer satisfaction surveys and feedback from customer-facing colleagues to evolve and continuously improve onboarding materials, tools and processes.


Discover and analyse gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps. Collaborate with the team to build and evolve ROI reporting tools that support the renewal process.


Minimum Qualifications

  • A bachelor's degree and 1 year of professional work experience is required.

Additional Qualifications

  • Customer-focused with exceptional persuasive verbal and written English communication skills, excellent telephone skills, strong business acumen and a high level of attention to detail.
  • At least one European language in addition to English.
  • Strong critical thinking skills.
  • 3-5 years’ work experience in a customer success or equivalent customer-facing role.
  • Experience in a technical or software environment.
  • Experience in program and project management skills including project analysis, risk management, course correction, and process improvement are also critical to the role.
  • Demonstrated ability to work in highly collaborative, cross-functional environments.
  • Experience working with staff at multiple levels, including senior management; international experience is a plus.
  • Detail-oriented with a self-starting ability.
  • Ability to work within a new, evolving role with new processes that will require refinement over time.
  • Ability to deduce required activities based upon proactive analysis of customer metrics.
  • Demonstrated ability of customer issue ownership and relationship building.
  • Demonstrated ability to influence and direct customer activities.
  • Effective problem solving, critical thinking, collaboration, and influencing skills.
  • Social media savvy, awareness of social media strategy, usage, content, and channels deployed by third-level institutes.

Why MathWorks?


It’s the chance to collaborate with bright, passionate people. It’s contributing to software products that make a difference in the world. And it’s being part of a company with an incredible commitment to doing the right thing – for each individual, our customers, and the local community.

MathWorks develops MATLAB and Simulink, the leading technical computing software used by engineers and scientists. The company employs 5000 people in 16 countries, with headquarters in Natick, Massachusetts, U.S.A. MathWorks is privately held and has been profitable every year since its founding in 1984.

Join Our Talent Network

Receive personalized job alerts, stories, and company updates.

Join Today

Contact us if you need reasonable accommodation because of a disability in order to apply for a position.

The MathWorks, Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics. View The EEO is the Law poster and its supplement.

The pay transparency policy is available here.

MathWorks participates in E-Verify. View the E-Verify posters here.
Source: The MathWorks, Inc.