Client Technology Infrastructure Consultant in London

The company At Fora, we’re fueled by a desire to enhance the way people work. We’re here for the progressives, the forward thinkers, the status quo-challengers, the creators and the innovators. With signature hospitality, a likeminded community of members and a re-energising wellness experience, Fora takes the grind out of daily work-life, so members can focus on what’s important – working productively, healthily and happily.

Our journey began over 20 years ago, when we opened our first location on London’s City Road. Since then, our collection has grown to over 60 distinctive workspaces across London, the UK and Germany, totaling 3.2 million sq ft of real estate. Over the last two decades we have welcomed approximately 300,000 members through our doors, with over 30,000 members today, and boast market-leading retention rates. As a trusted workspace provider for teams of all sizes, from established brands to new ventures, our uniquely designed, flexible office spaces come with a range of exceptional on-site amenities and a dedicated Member Experience team to take care of all the day-to-day details.

Fora is London’s leading provider of flexible offices. All our design-led spaces are open and supported by our dedicated front-of-house teams, five days per week. We pride ourselves on being a highly collaborative team, with our best work happening in-person, at our Fitzrovia-based headquarters. Fora is part of The Office Group, backed by Blackstone and Brockton Capital. We have ambitious plans to expand our collection of workspaces in the future, pioneering industry change through our conscious design and construction practices, and creating workspaces that empower our members to work in their own unique way.

We are recruiting a Client Infrastructure Advisor, requiring an individual who is customer service driven and good with problem solving. The successful candidate will be expected to work across all Fora UK locations (mostly London) and gain a knowledge of our underlying infrastructure at each site with a specific focus on the differences between our legacy TOG and legacy Fora locations. This is a client facing role working with Client IT, Sales and Operations. While candidates are expected to be service driven, they should also be persuasive and comfortable having difficult conversations with internal and external stakeholders, often as an escalation point for issue resolution.

Key Responsibilities

• Consult with clients and recommend technical solutions based on the client IT playbook, including guidance on pricing where necessary.
• Answer technical enquiries for any new/presales clients, working in conjunction with the Sales Team to win new business deals.
• Attendance on some viewings where required by the Sales Team.
• Consult with existing clients, answering their queries, in conjunction with the Operations Team for clients under contract and the Sales Team for any clients at renewal stage.
• Gain an understanding of client requirements, particularly where they have moved from another site (internal or external) and educate where necessary to help ensure all clients understand how we can work with them on our sites.
• Quote AV solutions for client offices based on the AV playbook, working with the Alterations Team and external contractors to facilitate fitouts.
• Bring teams together, often acting as the translator between technical and non-technical stakeholders.
• Feedback to IT Infrastructure and Sales where improvements can be made to our IT product and/or where there are opportunities for growth.
• Work with larger customers who have specific needs, instructing and project managing external suppliers where necessary.
• Create user-guides and develop technical knowledge base for both internal and external users.
• Coordinate installations for portfolio and small enterprise clients.
• Manage small fit out projects (either for incoming or outgoing clients) and client fit outs of new offices.
• Where clients have been permitted to bring their own Internet connection to a Fora location, manage the wayleave and installation process between The Office Group, the freeholder and the service provider.
• Provide regular updates and reporting on client-facing presales and projects activities to stakeholders within the business.
• Provide updates on individual projects to both internal and external stakeholders, including the relevant client.
• Contribute to user-guides and develop a technical knowledge base for both internal and external users, continually improving the existing client offering.

Requirements

• Good knowledge of Microsoft Office suite.
• 2-3 years in a technical account management or presales role.
• Previous project experience at co-ordinator level.
• Experience working within multi-disciplinary teams.
• Good understanding of IT networking and audio visual systems.
• Experience delivering high-level training sessions or demonstrations.
• Computer networking and project management certifications desirable.

Benefits

At The Office Group, we know that work isn’t just about working. We offer all of our employers a fantastic range of benefits, including; 5 days on site, 28 days annual leave, Birthday Leave, 2 weeks work from anywhere, Annual leave purchase scheme, 5% Pension scheme, Life Assurance, Discounted Gym membership, Season Ticket Loan, Cycle to Work Scheme, 25% Discount at Fora Cafes.