APPLICATION SUPPORT MANAGER (SaaS) Location: London (Near Bank Station) Salary: £50,000 - £65,000 Benefits DOE Are you seeking a role where your career trajectory can take off placing you at the forefront of an exciting business? At Sustainware we are seeking a SaaS Application and Support Manager possessing a solid track record to support applications to major accounts and manage to support and service desk for our software platform QUOODA. A fantastic opportunity to improve and grow our capabilities. Working from our London Office near Bank Station, the role reports into the Chief Technical Officer and will utilise your expertise in support desk management to deliver best in class customer service throughout the customer lifecycle. This is a pivotal role, requiring you to field the software problems and issues ticketed by the customer to produce a slick running support system; thus helping our customers feel supported, respected and understood. Whether you’re ready to take the next step in your career or looking for autonomy, recognition and financial reward, this is an exciting opportunity for you About Sustainware QUOODA QUOODA® is a fully customisable management software platform for all workplace risk, compliance and safety. QUOODA's rich feature set enables organisations to manage their workplace health and safety, risk and compliance across the globe. Task assignments, incident reporting, verifications, validations and notifications are all synchronized through our multi-device platform to maximise productivity, while advanced real-time reporting supports effective decision-making across the business. Modular architecture and multi-device functionality guarantee we can scale as our customers do, while our simple implementation process and seamless integration with existing third-party software means zero downtime, freeing customers to focus on what really matters. The Opportunity for you As our SaaS Application and Support Manager you will be tasked to ensure that service levels are met in full and providing good overall customer experience. You will review service tickets to ensure that we meet and exceed our operating levels. Onboarding new clients onto QUOODA SaaS product. Managing change control requests for changes to QUOODA SaaS as well as gathering requirements for 3rd party integration. Your remit will also encompass: Capturing the clients’ requirements for third party integration, configuration and implementing small projects. Troubleshooting client issues through to conclusion, utilising domain experts and 3rd line engineering support. Undertaking application health checks with clients to identify how the client can use our software proficiently to achieve their needs. Identifying client issues to support the customer success team in achieving goals. Monitoring tickets and mini projects to deliver on time, in full to budget. Handling client complaints escalated from the support desk and where required working with the customer success team to resolve. Implementing software go live requests and change control requests. Utilise expert knowledge in the software platform that will allow you to showcase our product to our customers and prospects. Producing documentation to support customer understanding in the of the QUOODA product, e.g. Quickstart guides. Focussing on ensuring the QUOODA® Platform is top of mind for all our customers at medium and large enterprises in need of a holistic workplace risk management software solution. You and your team will be the central contact for QUOODA Support and Services, making sure our offering is fit for purpose, delivering high-quality support, request management, incident management, on-boarding, training and configuration management. What Sustainware expect of you To be successful in our Application and Support Team Manager role, you will be an established professional possessing: A strong track record, 5 years working in Support for a configurable enterprise software platform 3 years in application and configuration management Experience owning and running a high-functioning Service Desk Great at managing customers' expectations with empathy Ability to explain technical concepts to laypeople Ability to train customers in use of a software product by demonstration and production of high-quality written materials BA or BSc in a Technical discipline Inquisitive in tandem with a fast output Strong attention to detail, so you are able to design and implement any processes needed to fill gaps; ensuring we have well-documented procedures for incoming tickets, incident management, service requests and any other incoming queries. Excellent communication skills to be able to create meaningful dialogue; a pragmatic problem solver who can foresee roadblocks Inspiring managerial and mentoring ability Desirable attributes include: SaaS experience with enterprise SaaS products a bonus ITIL Foundation or Higher Preferable Fire Safety and/ or Health and Safety experience or some regulated risk discipline. Understanding of risk/compliance sector Preferable experience customer success to property, estates and facilities departments interfacing with Managers, Agents, Owners etc It’s an exciting time to join our team as we are going through a significant growth phase, so we’re looking for professionals who excel in dynamic environments, bringing strong commercial acumen and have ambitions to fast-track their career in the industry. What our Chief Operating Officer says about the role? "Be part of an extraordinary story Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make to whatever part of Helix you belong to. You’ll find infinite opportunities to grow, and work on some of the most rewarding challenges that will draw on your previous skills and experience. You have the chance to be a part of our future and build the company you want while being part of our national and international community. Our best is both here and now, and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.” Salary Range: We are offering a competitive salary, upwards to £65,000 per annum DOE plus wider benefits including holiday and so much more. Oh, you’ll also work with some of the most talented tech minds in the industry – A bunch of really down to earth, personable people with absolutely no egos Contract Type & Hours: Full-time employment 8.30 am to 5.30 pm Monday to Friday. Place of Work: This is a remote position but will require travel to London office (EC2V 5BR). Reports to: CTO