ABOUT THE COMPANY
Advanced Infrastructure’s award-winning software (IEA, REA, Forbes) future-proofs power grid investments by linking digital twins across buildings, energy, and transport. Used by half of UK cities and utilities, it streamlines spatial energy planning and connection requests. We are a young and growing startup allowing for rapid career progression. We promote a culture of strong delegated decision making, as such our team members are what makes us successful.
THE ROLE
You’ll be the bridge between our users and our technology. You’ll ensure customers (from local councils to energy planners) get maximum value from the LAEP+ platform by providing onboarding support, guidance, and proactive engagement throughout their journey. You’ll play a key role in user adoption, training, and feedback collection, ensuring that every customer experience is smooth, insightful, and impactful.
You will be one of the public faces of Advanced Infrastructure, directly supporting our customers to realise the value of our products quickly and ensuring that they can achieve the maximum benefits our platforms can deliver to help achieve their net-zero targets through first and second line support. You will strive to deliver an excellent standard of customer service which will lead to increased customer retention and a high customer satisfaction.
This is a remote-first role with the monthly team sessions in our London Farringdon office. Some travel to clients is occasionally required.
KEY RESPONSIBILITIES
- Provide first and second line support to our customers via Jira Service Desk and Intercom. You will take ownership of the incident from ticket creation through to resolution, provide customer updates and liaise with internal teams to drive the resolution of the incident within SLA times.
- Plan and organise customer onboarding sessions and workshops, and deliver training on Advanced Infrastructure products.
- Provide product technical support to our customers via in-person and video delivering best practice product guidance and resolving specific product related queries.
- Participate in pre-sales and post-sales activities by conducting product demonstrations, gathering initial requirements in discovery sessions and participating in tender bid proposals.
- Provide business Intelligence reporting on data gathered from customer usage of the tool to plan and deliver targeted and proactive engagement activities to support user adoption of our products and to generally ensure our customer’s desired outcomes are being achieved.
- Leverage the latest generation of LLMs and AI tools to streamline workflow and deploy automations.
SKILLS & EXPERIENCE
Essential
- University degree or equivalent and an interest in energy and decarbonisation
- Some prior work experience either through internships or recent graduates.
- Excellent communication and stakeholder management skills, with the ability to build strong relationships with clients and internal stakeholders
- Outstanding communication skills, written and verbal, combined with the ability to work across diverse cultures
Nice to Have
- Experience in a customer facing role
- Designing and delivering training sessions and event planning
- Business Intelligence reporting
- Jira Service Desk experience, either 1st line or 2nd line Support role
- Familiarity with front-end web development and backend application development
- Experience working in an Agile/Scrum development process
- Experience using Atlassian tools like Jira and Confluence or similar
- Experience using data management tools spreadsheets and SQL
- Experience using Intercom