Customer Solutions LeadLYTT

Title: Customer Solutions Lead

Location: London, UK

Reports: Head of Delivery & Customer Solutions

Role Purpose

We are seeking a talented Customer Solutions Lead within our Delivery & Customer Solutions team, you'll play a vital role in solving some of our customers’ biggest challenges in the energy industry. You’ll be responsible for delivering, supporting, and improving complex systems and services for our customers’ by helping customers troubleshoot production issues and configure new assets or deployments on our SaaS platform. You’ll keep yourself challenged on our wide variety of projects, from short-term proofs-of-value projects through to enterprise deployment. The Customer Solutions Lead will work closely with our Delivery Managers, who are responsible for customer project delivery, and Product teams, who make up the technical backbone and support for all our product offerings.

Responsibilities:

Manage and coach the team of Customer Solutions Engineers, co-ordinating planned work.

Ensure On Call rotas and working patterns are co-ordinated to ensure support during required hours. Participating in the on-call support team rota (09h00-17h00 BST on weekends and bank holidays, 1 weekend in every 6 weeks).

Daily tracking, prioritization, and management of tickets, to ensure that customer and partner queries impacting our service are addressed to the highest possible quality level and within SLA targets. These include live incidents, queries, product enhancements & service requests.

Working with our internal teams, partners, and customers to support onboarding of new customer assets into the platform by configuring the software appropriately.

Supervision of hardware configurations when required.

Management and logistics of all LYTT-owned equipment for projects including inventory management.

Working with our Data Science team to ensure availability and pre-processing of data.

Escalate issues to specialists in Product & Engineering team where necessary.

Analyse trends in incidents and seek to ensure root causes are addressed by suggesting improvements.

Produce service & support reporting as required to ensure service status is transparent.

Support co-ordination of planned outages ensuring these are recorded on systems & communicated to impacted stakeholders.