Customer Success Co-ordinator

About the Customer Success Coordinator role:

Working with the bespoke StormHarvester data toolset, this position requires critical thinking, data analysis, a solution-oriented approach, and development of an understanding of what a ‘good’ fit for data looks like for water utility sewers.

The role is a critical one for StormHarvester bridging internal and external teams in ensuring service delivery for customers meets the high standards required.

You’ll become familiar with the wastewater network for our customers, making judgements and assessments as to how to best represent the data in conjunction with our customers and in understanding what is possible and required within StormHarvester. You will actively review and enact changes around system outputs and models to ensure we can support the customer in their wastewater network management.

Responsibilities:

• Review alerting outputs and make necessary changes based on behavioural judgements for individual customers
• Assess when predicted behaviours are deemed unacceptable and/or when they should be improved
• Use StormHarvester tooling to review and assess behaviours
• Use StormHarvester tooling to create new behaviours and validate that these are an improvement
• Use StormHarvester tooling in enabling service changes or manually updating outcomes
• Identify behaviours or outcomes that are not ‘good enough’ and require some additional effort/work from teams to improve
• Communicate ongoing behaviours and issues and prioritise these based on outcomes and customer requirements
• Prepare internal reports and feedback on current product behaviours across multiple customers and assets
• Assess outputs of new product developments and updates
• Suggest enhancements that would improve behaviours and outputs

Activities will include:

Customer Analysis

• Daily reviews of outputs to customers
• Assessment of alerts and potential changes
• Quality assessment and ‘cleaning’ of data
• Creation of new models and updates to existing models
• Prepare customer reports on service delivery as required

Internal Reporting

• Prepare internal reports and feedback on current product behaviours across multiple customers and assets

Ticket management

• Raise internal tickets for work and follow up on their implementation

Input into AI back-end/StormHarvester Toolset innovation

• Look for opportunities for service improvement and enhanced efficiencies
• Identify tooling improvements in identifying useful new tools and processes

To do the role effectively, you will become familiar with:

• The wastewater network, components, and processes
• Varying behaviours at individual nodes and in the network
• The StormHarvester Products
• The StormHarvester Tools for understanding and predicting behaviours
• The StormHarvester customers and SLAs
• Account Management and StormHarvester responsibilities and commitments
• StormHarvester customer interfaces
• Alerting and alarming for sites and customers
• Predictive models and parameters

REQUIRED SKILL SET:

• Demonstrable analytical capabilities
• Ability to interpret graphs with respect to actual versus desired behaviours
• Experience of data analysis
• Good communicator, verbal and written
• Familiarity with Microsoft: Excel, Powerpoint, Teams and Word
• Good client relationship skills

DESIRABLE SKILLS SET:

• Water industry, water utility or utility domain experience
• Civil engineering appreciation or experience.
• Use of business analytical tools
• Make use of data analysis tooling
• Experience of working in technical teams
• Delivery of projects as part of a team

BASIS: Full-time

NB: This role will be referred to internally as Customer Data Analyst.