Customer Integration Engineer Team Leader

We are looking for people with either military experience or similar industry defence experience. We need people who can liaise with senior military leaders to ensure our products are fully utilised and they realise the most value.

Job Purpose: Working within multiple customer domains, and supporting a variety of tlmNexus customers and products, the Customer Integration Engineer – Team Leader will be responsible for the efficient and effective transition into service (onboarding) of any new products or significant upgrades to existing products. The Customer Integration Engineer – Team Leader will create and foster an enduring ‘trusted partner’ relationship across new customer and existing user communities under the banner of Customer Success. Working closely with the Customer Integration Engineering Manager, they will support the goal of retaining all customers. Additionally, they will mentor and coach any new team members, ensuring a sound transfer of knowledge, including customer domain and product/application.

The Customer Integration Engineer – Team Leader will provide Subject Matter Expert input to relevant Business Development, Technical, Training & Project Management activity. They may also play a supporting role within the Service Design Authority. The role carries responsibilities to work within company values, mission statements and processes.

Responsibilities:

• Line Management: Perform line management duties for Customer Integration Engineers (CIEs), as directed by the relevant CIE Manager in accordance with the tlmNexus Management Framework. Conduct regular one-to-one chats and performance appraisal meetings with the Customer Integration Engineers who report to this position. Provide mentoring and guidance to the team. Escalate any HR issues to the CIEM or Head of HR.
• Teamwork: Promote effective communications within the team and across adjacent internal teams. Project a professional image whilst in the customer domain. Be aware of the importance of continued professional development, identifying potential opportunities accordingly. Promote constructive feedback amongst colleagues, engendering a true team spirit. Occasionally deputise for Line Manager during times of leave / absence.
• Integration and Change Management: Maintain an excellent understanding of the company’s service and product portfolio. Provide customer domain knowledge and expertise to the technical team. Draw on own knowledge and expertise to influence the product development, with a focus on early intervention to influence service and product design. Onboard and integrate new functionality into the customer domain. Manage change, ensuring the buy-in and engagement of all relevant users and gain maximum post-delivery product adoption. Identify and submit process improvement ideas.
• Customer Success: Establish and maintain effective business relationships with relevant tlmNexus customers. Take ownership of the customer journey, (on-boarding, adoption, value realisation) and ensure the customer achieves their intended benefits and ROI. Achieve demonstrable customer success, from the on-boarding process to user engagement, whilst maintaining excellent customer health scores. Establish and maintain effective communications with key stakeholders, conducting regular on-site visits and liaison as required.

Experience Knowledge and Skills:

Essential:

• Must have excellent people management skills.
• Experience of managing a team.
• Minimum of 5-years experience in a business-to-business customer relations role.
• Experience of the business winning process, including preparation of supportability task estimates for bids and proposals, identification of risks and mitigations.
• Knowledge of Aviation Regulation Frameworks, Military Air Environment policy and processes or their equivalent.
• Defence experience, be it military or supporting civilian roles.
• Must hold or be able to achieve security clearance to SC level.
• Experience of managing change and business transformation with proven results.
• Effective communicator with good presentational attributes, and able to be influential up to mid-to-senior management level.
• Highly focused and organized, able to prioritise workload.
• Able to identify and grasp opportunities for business improvement from both a management and development perspective.
• Able to assimilate complex technical subjects and communicate to non-technical stakeholders.
• Professional, articulate and confident when operating in the customer domain.

Desirable:

• A recognized professional registration in one or more appropriate institutions, e.g. IET.
• Project management skills and experience.
• Knowledge of MoD DE&S business units and structure.
• Knowledge of the software development industry and Agile methodologies.
• Knowledge of ITIL best practice guidelines.
• Customer Success Management Training.
• A good understanding of the principles, guidelines and methods used in delivering and supporting complex equipment and capabilities.