Customer Account Coordinator

• About StormHarvester:

  Our products solve problems for water companies and the industry in the real world. They are critical to the environment, economy, and daily life. We use data, analytics, machine learning, and AI to deliver insights to water networks and assets through SAAS and cloud-based services. Our team is expanding to improve our existing products, grow our customer base, and increase revenue.

  About the role:

  The world’s wastewater utilities are undergoing a digital transformation. This involves deployment of large amounts of sensors to provide more information about sewer networks, pumping stations and wastewater treatment works. The insights generated are used to:

  • reduce pollution and sewer flooding events
  • help optimise existing infrastructure
  • improve operational efficiency

  StormHarvester’s Toolset takes data from both the client’s sensor networks and from hyperlocal rainfall forecast systems in order to make accurate predictions which are the key helping clients manage their businesses. These predictions are proven to be valuable to water utilities in helping issues to be identified before an escape has occurred. Issues might include early forming blockages, flow restrictions, potential pump failures or ingress and infiltration.

  Machine learning expertise is not required for this role, but excellent account management skills and customer focus are a must. Above all we are looking for someone with interest in learning about both the waste water industry and what technology can do to digitise the sector.

  This is a key role with plenty of opportunity for career progression.

  Responsibilities:

  • Customer focus
  • Understand customer configurations
  • Monitor/Asses service against customer SLAs
  • Drive solutions to any issue/requests
  • Help troubleshoot and resolve issues
  • Document issues/solutions and knowledge-based questions
  • Understand and support for an efficient deployment process
  • Identify and implement any process improvements
  • Work closely with technical support, front end and back end teams
  • Provide updates and support to the Customer Success Team
  • Support with Client reporting
  • Internal reporting

  To do the role effectively, you will need:

  • Wastewater Operations experience
  • Demonstrable analytical capabilities
  • Ability to interpret graphs
  • Solution orientated problem solving mindset
  • Excellent communication skills
  • Fully confident and proficient in the application of MS Excel, Word, PowerPoint and Word

  Essential Criteria

  • STEM Degree or equivalent work experience
  • Willingness to engage and work well with others
  • Waste water industry or utility domain experience
  • Customer engagement experience
  • Full UK Driving Licence (due to travel)