OPERATIONS MANAGER (Customer Success)

Procure Wizard is an award winning organization and is widely regarded as the market leading provider of cost management solutions into the hospitality industry. We believe that innovation is not something that comes from a textbook, but through an innate determination to do things better. This is at the core of our values – we do not believe in limiting our ambitions which is why we are constantly breaking new ground and thinking of the future. We are looking for a like-minded and experienced Operations Manager to join our team. You will come from a strong hotel management background with a 360 degree understanding of business processes.

THE ROLE

The successful candidate will:

• Deliver effective training and support to both new & existing customers with a strong focus on stock management - including recommendations & the development of processes/procedures
• Assist customers to focus on their goals, drive implementation ensuring a successful delivery
• Manage territory-related accounts through the creation and maintenance of positive customer relationships, ensuring expectations are achieved and exceeded
• Assess and specify customer development requirements to ensure an informed, controlled and effective method of escalation for development
• Forge strong working relationship with Project Managers to assist with the efficient delivering and implementation to new customers
• Engage customers in enlightened business-need discussions versus feature/function basics
• Proactively identify & manage all revenue generating opportunities, involving relevant parties
• Provide weekly progress reports on customer audits and daily tasks
• Identify process and business improvement opportunities and where possible lead and implement initiatives to continuously improve the customer experience
• Own their personal development
• Provide technical and functional expertise to customers during the implementation process
• Provide strong understanding of our product with the ability to discuss & demonstrate the full Procure Wizard solution and how it may be configured to meet a customer’s business needs
• Create and/or improve implementation templates, training and presentations
• Share relevant prior experiences with customers and colleagues
• Provide assistance to colleagues where needed
• Timely management of customers
• Create, update and maintain on-line training manuals

• Knowledge and experience of working with an industry-leading stock-management solution
• Knowledge and experience of working with e-procurement solutions within hospitality
• Experience of working in a customer facing role
• Motivational and engaging communication and presentation skills.
• Demonstrates a positive and confident approach to supporting business change
• Excellent planning and organisational skills - establish efficient and appropriate plans for self and others
• Ability to adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met
• Exceptional customer service - understand and respond to customer (internal & external) needs exceeding expectations where possible
• Communication and team work - works co-operatively with others to achieve a common goal and communicates information in a clear and concise and manner
• Problem solving and decision making – displays fact based analytical skills to determine best solution and take balanced view ensuring logical conclusions and decisions
• Responsible and positive commitment to results
• Proven experience of Project Management