Technical account manager

Ref: DLJ020

Closing date: Midnight 31st September 2018

Accountable to:

Head of UK Operations

Hours:

37.5 hrs p.w.

Location:

Plexal Innovation Hub, Here East, Stratford, London E20 3BS

Salary:

Commensurate with experience

Demand Logic seeks a technical account manager to join our Operations team. We are an award-winning software company forging new paths in the property technology sector with our ground-breaking approach to building performance management.

Our customers use our software to reduce the energy used in their buildings; to increase the comfort and well-being of building users, and to reduce the cost of maintaining their heating, ventilation and cooling assets. Our customers love our product; the majority see a return on their investment within the first few months of using Demand Logic.

We’re on a sustainability mission to get buildings to work properly, and we need your help to do it. As the customer interface of Demand Logic, the Operations team is critical to delivering a successful user experience.

Purpose of role

  • To effect a smooth customer transition from sales opportunity to new account, ensuring that users receive appropriate training and embed Demand Logic into their workflow.
  • To meet regularly with customers to support their ongoing needs.
  • To undertake analysis and commenting of customer’s sites.
  • To identify key stakeholders; integrate with the relevant customer teams; encourage them to renew; and seek opportunities for growth / expansion of the contract.

Duties and responsibilities:

  • Onboarding new accounts
    • Attend ‘Sales to Operations’ handover meeting, acquire detailed site information, set up customer accounts
    • Support installation, led by Technical Services Manager (TSM)
    • Set up initial asset model and views, in collaboration with TSM
    • Arrange and conduct kick-off meeting
    • Undertake customer training
    • Deliver in-depth support for first month, with support from TSM
  • Ongoing account management
    • Arrange and attend regular customer meetings
    • Identify need for and deliver ongoing training (refresher and new users)
    • Undertake analysis and commenting, creating bespoke reports if required
    • Provide information to assist Business Development in creating case studies
    • Create simple ad hoc lab views, supported by TSM
    • Actively manage outstanding building performance actions in conjunction with customer
    • Review completed actions and ascertain whether actually complete
    • Keep detailed records of all customer information and interactions
    • Contribute to continual improvement of the system, eg analysis, visualisations and usability, from customer feedback and personal experience
    • Contribute to assessment of priorities for bugs, new features and improvements
  • Account retention and growth
    • Identify key stakeholders and achieve deep integration with customer at all appropriate levels
    • Support and encourage customer to re-sign contract
    • Actively seek opportunities to grow the contract, where applicable
  • About you

    Skills and experience

    Essential

    • Experience of account management in a technical field, preferably related to building services engineering
    • Understanding of building performance, energy efficiency & building controls
    • Literate and numerate
    • High level of computer literacy
    • Good oral and written communication skills
    • Ability to plan, prioritise and organise work to achieve objectives on time
    • Self-driven, motivated and eager to learn
    • Ability to work collaboratively in a team
    • Uses initiative and creativity to resolve problems

    Desirable

    • HNC/degree in a relevant discipline, such as building services engineering
    • Experience with BMS or building services engineering

    Join us and you’ll enjoy

    • Flexible hours
    • Working from home
    • 25 days holiday pro-rata per year from the start
    • Pension contribution
    • Child care vouchers
    • Beautiful offices overlooking the Lee Navigation canal, 5 mins from Hackney Wick or from Stratford International station by courtesy shuttle bus
    • Access to a vibrant social calendar through our co-working space, including:
      • Free health and fitness classes (pilates, capoeira, HIIT, yoga, meditation)
      • Free pizza and beer evening every month
      • Coffee and pastry Thursdays

    How to apply

    Please send your CV and a covering letter, detailing why you think you would be suitable for the position, to:

    jobs@demandlogic.co.uk

    Please use the job title and reference number as your email subject line. (No agencies, please.)

    Diversity, equality, inclusion

    We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, gender, disability, religion/belief, sexual orientation or age.

    We positively encourage applications from groups typically underrepresented in STEM.