Technical Customer Success Specialist

Motio offers the best elements of Out-of-Home, Digital and Video with dedicated digital display channels carrying dynamic, engaging and hyper-relevant content tailored to the natural high dwell times of its environments.

These Include cafés, medical centres, indoor sports and Bar/Pub environments.

Motio has unique characteristics enabling brands tell their story to people where they are naturally engaged.  The Motio network includes more than 1200 state-of-art digital displays across in excess of 1000 high-value locations, and is underpinned by first party data and location intelligence technology to deliver brands with maximum returns.

As Customer Success Specialist (Technical), you'll will grow into the role, becoming the point of contact for managing communication across our Commercial Partnerships, Incidents, Installs, Re-locations and Upgrades, ensuring they successfully resolved within our agreed SLAs (sounds like a lot, but training will be provided)

Initally, your cheery disposition will bridge the gap between the people and the technology in our Digital Place-Based Networks. We're looking for an enthusiastic, organised and fairly individual with quality communication skills and a base interest in technology.

After the training periodm, you will be communicating daily with Partners, suppliers and our support service partner ensuring relationships are maintained.

This role also includes low level technical support and business administration.

Areas of responsibility inlcude:

• Identify opportunities to improve communication with Partners. Reach out and build stronger relationships and ensure Partners are aware of our value proposition, technical products and support system(s).
• Ensure Partners are happy with the performance of our network, remediate concerns and escalate as to external 3rd party contractors required.
• Evaluate Contract renewal data and work with the Commercial team and Partner to recommend upgrade-options and renew our operating licences.
• Coordinate projects in ZoHo CRM for new site installations, site upgrades, site decommissions and relocations; ensuring the information is up-to-date, and follow workflows through to completion.
• Communicate clearly and effectively in meetings and on phone calls with suppliers, Partners and Motio's Commercial Team to ensure successful outcomes for all issues.
• Manage communications across various systems, including ZoHo Desk and provide clear, accurate and personable amendments.
• When required, communicate with sites to perform simple troubleshooting and triage steps to resolve solvable issues efficiently.

Customer Experience is key

We have a large Partner base and you'll have a yearning to ensure that all our Partners are given the best service possible and with regular communication regarding incidents or concerns. You'll be service orientated with an strong commitment to customer service.

Administration - Being organised is ideal

You'll be responsible for updating tickets and escalations from our internal staff, Partners and our service provider. You'll use available data and systems to understand an issue and engage with stakeholders through our Desk system.

This role will also manage the incident life cycle from beginning to end (it's a little easier than it sounds). Your work will involve close relationships with our commercial team so that they know where an incident has occurred and when it will be resolved, easy as

We are a good bunch of people

Motio is a close-knit team, we all have our place in the business and the team needs to be able to rely on you when required.

Desired experience

• Minimum of 1-2 years of experience working in a customer support or client-facing environment
• Ideally you will have some experience working with a major CRM (e.g. Netsuite, Salesforce, ZoHo) but this is not essential
• communication and relationship building skills

Other things that will place you on the top of the pile, none of which are essential

• Digital media industry experience an advantage
• Project Management or Project Coordination
• Incident Management systems (e.g. Service Now, ZenDesk, ZoHo Desk)
• Confidence in Windows-based systems (LTSC, LTSB, Win10/11)
• Understanding of SLA expectations and customer-first troubleshooting
• Advanced Excel reporting and data management capabilities

Do you have -

• High accuracy and attention to detail
• The ability to work autonomously
• Clear verbal written and verbal communication
• Process orientated
• Sound analytical & problem management skills

What we're looking for (aside of what seems to be a unicorn)

We want a people-person who takes pride in helping customers, enjoys technology, and wants to grow with a team that values ownership and collaboration. If you are a great communicator, who loves solving problems, and can stay cool under pressure - this role is for you.

To apply – please provide your CV and a short Video Submission of yourself explaining why you would be good for this role.