Solution Expert

Day to day

• Provide the vital link between technical solutions and customer success ensuring that Ocean's applications seamlessly integrate into customer's environments
• Understand and address customers' unique needs and challenges providing expert technical support and strategic guidance to optimise system performance and business outcomes
• Work closely with customers and internal teams to deliver tailored solutions manage complex issues and drive improvements
• Develop a deep understanding of customer’s business environments workflows and ecosystems to ensure optimal integration of Ocean products
• Co-Lead the seamless integration of Ocean systems within customer environments ensuring alignment with their business processes and strategic goals
• Identify potential issues early and implement strategic solutions to prevent disruptions in customer operations
• Be the primary technical point of contact between Ocean and customer stakeholders ensuring clear and consistent communication regarding technical capabilities upgrades and technical recommendations
• Ensure the delivery of high-quality service to customers aligning with Service Level Agreements and Key Performance Indicators
• Assist customers with change management coordinating with Oceans internal teams to ensure smooth transitions
• Lead the resolution of complex technical issues
• Ensure all solutions meet high-quality standards through testing support and customer validation processes before implementation
• Identify and mitigate risks associated with system changes and implementations
• Conduct advanced training sessions and workshops addressing customer needs
• Create maintain and update comprehensive technical documentation and contribute to Ocean’s Knowledge Base
• Serve as a thought leader within Ocean sharing insights and best practices for maximising the value of Ocean products