Tech Strategist and Customer Experience Manager Job Vacancy at Smart Codes Limited

Smartcodes is a 360-degree digital marketing and advertising agency committed to delivering exceptional results for our clients. We are seeking a highly motivated and experienced Tech Strategist and Customer Experience Manager to serve as a bridge between our agency and our valued customers, ensuring seamless collaboration, technological advancement, and customer satisfaction.

LEADERSHIP AND MANAGEMENT

• Acts as the subject matter expert on the customer portfolio and support the business with high-impact and/or complex technical engagement. The role holder will be aiming to improve the quality of service and increase the scale of these activities

• Ensure effective development and operation of frameworks, policies and procedures relating to knowledge exchange and enterprise, ensuring there is joint planning and co-ordination across customer & agency Services.

• Overall accountability to the customer and Agency Lead to support the enterprise and innovation agenda.

• Work with the customer team to lead new product development and manage the entire product life cycle from strategic planning to tactical GTM activities

• Plan and allocate resources required to meet the delivery requirements and customer needs of customer products and Services.

STRATEGIC DEVELOPMENT

• Working with the customer’s director, team members and agency as the senior professional lead for the implementation of the strategic objectives for knowledge exchange in the relevant service and product areas.

• Develop, nurture and lead on key strategic relationships such that the customer is best able to respond to appropriate opportunities to enhance external engagement and knowledge exchange activities, and enhance regional, national, and international profile.

• Liaise closely with customer, agency and Innovation teams and senior managers to provide effective communication and promotion of implementation of strategies and policies in relation to knowledge exchange, innovation, and enterprise.

• Lead on customer reviews with agency teams.

MONITORING, REPORTING AND EVALUATING OUTCOMES

• Working with customer managers, in-house market intelligence experts and the sales team,

develop a deep understanding of our customers’ needs and missions and persona’s

• Specify and document product roadmaps by gathering insights through customer interaction, sales engagements, competitive analysis, and analyst research

• Set Key Performance Indicators (KPIs) or targets as appropriate for the customer support areas ensuring these align to the implementation plan and strategy.

• Monitor performance of activities, support areas and projects across customer service and product offering

• Ensure the analysis and impact area is implementing formative as well as summative evaluation strategies for the customer support areas.

• Ensure the customer agency produces bi-annual and quarterly impact statements on the performance of the service and support areas to provide feedback to senior management and support the development of future strategy.

• Continuously analyze IoT connectivity and applications to develop, own, drive and communicate product vision and strategy in collaboration with internal and external stakeholders, including customers

PROMOTION AND MARKETING

• To lead on the promotion and marketing of customer Product, services, and Innovations

• Produce and maintain product collaterals: sales and pre-sales tools, user documentation etc. with the agency teams.

• To engage with senior management and agency teams to ensure the successful delivery of customer activities.

• To develop contacts with international, national, and regional bodies, policy bodies etc. to identify synergies and opportunities.

• To promote the best interests of the customer through representation on international, national, and regional boards, committees, and policy groups.

• Plan and allocate resources as required to meet the promotional/marketing requirements as set out in this job description.

Tech Strategist and Customer Experience Manager Job Vacancy at Smart Codes Limited

BASIC REQUIREMENTS AND QUALIFICATIONS:

• Masters or bachelor’s degree in Business Administration, IT, Information Systems or Engineering or equivalent work experience

• 3+ years of product management experience, with Software background including SaaS

• Understanding of the IoT market, its competitive and value chain dynamics, and the underlying economics

• Passion for and understanding of how IoT systems work from end nodes to cloud to application software, with a special focus on wireless technologies

• Telecommunications experience

• Can dive deep and is never out of touch with the details of the business AND the technology

• Exceptional presentation skills using tools such as PowerPoint, Excel, and Word.

• Strong interpersonal skills and the ability to create excellent working relationships with diverse teams and job functions throughout the organization; especially proven respect for and track record successfully working with designers and developers

• Basic understanding of project management, including core project management tools and processes (project plan as a milestone plan and GANTT chart, risk management)

• Experience delivering enterprise software products and services in a high growth environment

• Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives

• Strong analytical and quantitative skills with the ability to use data and metrics to back up assumptions, recommendations, and drive actions

• Demonstrated ability to understand and discuss technical concepts, manage tradeoffs, and evaluate opportunistic new ideas with internal and external partners

• High attention to detail including precise and effective customer communications and proven ability to manage multiple, competing priorities simultaneously

• Ability to work in a fast-paced environment where continuous innovation is desired

If you are passionate about digital marketing, technology, and building strong client relationships, we invite you to apply for this unique role.