Customer Solutions Consultant

The Customer Solutions Consultant at Ocean is the vital link between technical solutions and customer success, ensuring that Ocean's applications seamlessly integrate into the customer's environments. The role focuses on understanding and addressing their customers' unique needs and challenges, providing expert technical support and strategic guidance to optimise system performance and business outcomes. The Customer Solutions Consultant will work closely with their customers and internal teams to deliver tailored solutions, manage complex issues, and drive improvements.

Reporting to the General Manager of EMEA, Customer Solutions Consultant develop strong relationships with their technical stakeholders, conducting ongoing analysis of customer environments while ensuring compliant service management.

The role is a blend of technical expertise, strategic thinking, and communication, fostering operational excellence within Ocean and our customer base.

• Strong leadership and team management skills, with the ability to orchestrate technical professionals and manage technical strategies.
• Proven planning and organisational skills.
• Experience in a customer facing technical service or management role, ideally with at least 8 years of experience.
• Deep understanding of information technology disciplines, including applications infrastructure and databases.
• Experience with SQL queries, SQL reporting services and generating reports using SQL.
• Knowledge of data modelling and data visualisation.
• Experience in Application Support Services within an ITIL or managed services environment.
• ITIL foundation certification.
• Excellent customer-facing, written, and oral English communication skills.
• High level of interpersonal skills, capable of building strong relationships with stakeholders at all technical levels.
• Confident presentation and training skills with the ability to develop and conduct technical and training presentations to users, stakeholders, and executives.
• Advanced skills in identifying, analysing, and solving complex technical issues.
• Experience conducting requirements gathering workshops with senior technical audiences.
• Ability to understand and articulate technical concepts to a diverse audience.
• Bachelor's degree in a relevant field, such as engineering, technical management, or equivalent, is a plus.
• Experience in aviation and/or military environments in a plus.
• Relevant citizenship within the region.
• Capacity to obtain and maintain relevant security clearances.

Customer Environment Integration

• Develop a deep understanding of customer’s business environments, workflows, and ecosystems to ensure optimal integration of Ocean products.
• Alongside the General Manager of EMEA, Co-Lead the seamless integration of Ocean systems within customer environments, ensuring alignment with their business processes and strategic goals.
• Create and manage SSRS reports, tailoring them to meet specific customer requirements and expectations.
• Identify potential issues early and implement strategic solutions to prevent disruptions in customer operations.
• Regularly review customer systems and processes to identify and implement opportunities for optimisation.

Stakeholder Relationship Management

• Act as the primary technical point of contact between Ocean and customer stakeholders, ensuring clear and consistent communication about technical capabilities, upgrades, and technical recommendations.
• Build and maintain strong relationships with technical stakeholders to advocate for customer needs and align Ocean with their business objectives.

Service Management

• Ensure the delivery of high-quality service to customers, aligning with Service Level Agreements and Key Performance Indicators.
• Oversee the incident lifecycle, ensuring timely resolution of issues and effective problem management.
• Assist customers and Ocean with customer Change systems and processes, coordinating with customers and Oceans internal teams to ensure a smooth transition.
• Technical Leadership
• Lead the resolution of complex technical issues, leveraging in-depth knowledge of Oceans’ products and customer environments.
• Ensure all solutions meet high-quality standards through testing support and customer validation processes before implementation.
• Identify and mitigate risks associated with system changes and implementations in customer environments.

Training and Knowledge

• Conduct advanced training sessions and workshops, both onsite and remotely, tailored to the specific needs of differing user groups within customer organisations.
• Create, maintain, and update comprehensive technical documentation and contribute to the Ocean Knowledge Base to enhance Ocean learning.
• Serve as a thought leader within Ocean, sharing insights and best practices for maximising the value of Ocean products.

Travel

• Travel requirements include domestic, regional, and ad hoc international requests.
• Travel as required throughout the region to support Ocean and customer objectives.