KEY PURPOSE OF THE POSITION
Responsible for making sure the implementation of Ed-admin is completed quickly and effectively. Working closely with new clients to get them up and running using the application as well as helping to support them once they are using it. The position also involves close interaction internally with management as well as the development team to help convey the client’s needs and turn that into tasks that developers can work from.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Main duties and responsibilities are indicated here. Other duties at an appropriate level and nature may also be required and will be negotiated.

1. Implementation
? Conduct online meetings with every new client to review expectations and to create a written implementation plan with milestones and deliverables.
? Create transference documents for clients when migrating from a competing product to Ed-admin.
? If required travel to client sites as needed to ensure implementation success *n/a if overseas
? At any point in time, the live status of an implementation needs to be visible and evident.
? Provide a bridge between implementation and training by guiding the client through a basic orientation of the product via a virtual meeting.

2. Training
? On-site training room based training for staff groups of approximately 10-20 * also n/a if overseas
? On-line training webinars for a wide variety and number of clients
? Client service and extra training visits to existing clients

3. Support
? Deal directly with clients either by telephone, on-line or face to face
? Respond promptly to clients enquiries
? Handle and resolve clients complaints
? Obtain and evaluate all relevant information to handle product and service enquiries
? Organise workflow to meet clients timeframes
? Direct requests and unresolved issues to the appropriate resource
? Log all of your work, including client interactions and transactions , recording details of actions taken, in EMSG on a daily basis using Supertrack
? Maintain clients data in EMSG
? Follow up on client interactions
? Provide feedback on the efficiency of the client service process

4. Product development
? Undertake software testing as part of the development release cycle

5. ICT Development
? Develop deep knowledge of the products and the applications
? Work closely with software development teams to feed in product requirements and contribute to the future development road-map

6. Teamwork
? Support the Support Manager and Business Manager by demonstrating Ed-admin to potential clients, either remotely or on site, and identify opportunities for sales while communicating with existing clients; pass on relevant details to sales person for follow up as appropriate.
? Demonstrate ability to interact and cooperate with all team members regardless of work location, using systemized communication methods to minimize impact of remote working throughout the team.
? Contribute towards the motivation and support of all participating staff members, creating an environment in which clear and consistent communication is key using appropriate tone and approach.
? Ensure that company communication and design banding guidelines are followed with both internal and external communication to create a professional environment and impression to both staff and clients.
? Ensure work is conducted within the context of the overall governance and management of company’s annual plan and long-term strategy.
? Adhere to all company policies, procedures and business ethics codes.
? Set examples for others in the team in areas of personal character, commitment, organizational and work habits.
? Ensure all work is recorded accurately in the company CRM on a daily basis and evaluated accordingly