Location: London (Hybrid)
About us
At Guru Systems you can be part of a team developing heat network metering and billing technology that is radically reducing carbon emissions and making energy systems more transparent and lower cost.
Moving to low-carbon heat is the biggest challenge in the transition to a net zero emissions future. Our technology helps to accelerate this transition. We capture data, provide analytics and enable remote configuration of the heating systems we monitor. Our technology changes the future of heat for the better.
The opportunity
Are you passionate about being a client advocate? Can you work across teams, delivering through others to find solutions for B2B clients? Do you have a technical aptitude and are interested in software and wireless Internet of things technology? Are you a proactive problem solver that keeps a cool head in a fast paced environment? Are you driven by reducing carbon?
We are looking for a Product Support Manager to join our Client Services team. You will partner with our clients, housing associations, local authorities, energy companies, metering and billing companies, to get the best value out of our software, Guru Pay and Guru Pinpoint.
As Product Support Manager you will become an expert in how our clients use our systems and work closely with our internal Product team. Some of the work will be routine but the role will also deliver a series of ad doc projects. You will provide client training, distil feature requests, navigate bugs and workarounds, support on user testing, support clients with implementation and data quality, oversee integrations with our systems and provide technical pre-sales support when needed. Ad hoc projects may also focus on internal efficiency gains.
About the role
Guru product expert
Become an expert in how our B2B clients utilise our Guru Pay and Guru Pinpoint software including how data is extracted from our hardware. Ensure that client data is accurately represented in our software. Support the Sales team where needed.
Client user advocate
Improve client engagement and satisfaction with our software to avoid churn by handholding clients and by providing engaging and effective training. Collate client and internal operations team feedback on bugs and new features and be the client advocate in prioritisation discussions with the Product and Engineering teams.
Network hardware connectivity
Consistent connectivity between our client’s properties and our databases via gateways, routers, 4G or ADSL lines is critical to the provision of up to date data. This role will provide oversight of these connections whether managed by Guru or our clients.
System integrations
Clients can use Guru’s API to draw data from our system into theirs. In addition, Guru can ingest data from non-Guru hardware into our Pinpoint software. This role will be responsible for the client-facing aspects of these integrations working closely with our technical engineering team.
Support
Work alongside the Support team to gather insights from Support tickets to improve the service we deliver to our clients and reduce the volume of Support. As a product expert, you will be familiar with all first line support queries and provide Support leave cover if needed.
Essential criteria
- Technical aptitude and interested in software and wireless Internet of things technology
- A strong client advocate
- A self starter
- Proactive problem solver focussed on driving through effective solutions including in escalated situations
- Active listener
- Keen attention to detail
- Great written skills
- Confident calling, meeting and training clients and keen to build strong relationships with them
- Thrives in a fast-paced environment. Agile and can navigate competing priorities.
- Actively manages risk, providing management with suitable visibility
- Always considering how to work smarter
- Ability to collaborate with and deliver through others, including when they are more senior
- Happy to learn from mistakes and ask for help, support and advice
Desirable criteria
- Support desk experience – first, second or third line
- IOT and wireless technology knowledge
- An understanding of metering/monitoring heat networks or similar utility systems
- Intermediate spreadsheet skills
Benefits
- Private Medical Insurance with Aviva on passing probation (which includes dental and optical benefits)
- 5% pension with Royal London matched by Guru
- 25 days holiday plus bank holidays
- 1 added annual leave day from year 2 (capped at 5 days)
- Personal development budget of £1500 per year
- Quarterly company and team social
- Cycle to work scheme
- Employee Referral scheme
- Perkbox with Employee Assistance Programme
- 2 Volunteering days annually