Customer Support jobs in United States

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bradley stoke, United Kingdom

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31.05.2025

15.07.2025

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Technical Account Lead

One Big Circle – Derby or Bristol

Full-Time 37.5 hours over 5 Days

Role Summary

In this role as Technical Account Lead you will be part of the Business Development Team and will work alongside the team to meet business objectives and aims. We are ultimately aiming to sustainably grow the organisation and expand our portfolio of work by continuing to deliver for existing clients and build further opportunities with them. You will help provide assurance and confidence for customers using the AIVR or DepotMATE system and their outputs, and ensure the systems are meeting their expectations and requirements.

You will help ensure the technical success of a number of accounts and projects from early stage surveys and trials, to ongoing usage of the AIVR/DepotMATE system as well as helping identify further potential for technical advancement and system deployments. You will also have an understanding of upcoming opportunities in the Business Development pipeline and will be preparing for projects going live, liaising with all other sectors and teams as appropriate and ensuring successful activity in deployment and usage.

Through your growing knowledge and experience and your customer relationship management you will help identify any further opportunities that could be explored with the customer. You will work with the Business Development and Commercial teams to provide technical insight and support on any proposals to pursue growth of customer accounts and ultimately provide great customer satisfaction and technical success.

You will be based at either Derby or Bristol, and will be required to travel to either for internal and customer meetings as necessary. You will be expected to travel to customer sites when required to meet with clients and be able to demonstrate AIVR/DepotMATE capability and carry out lightweight technical surveys/information gathering (training provided) to enable next stage technical discussions.

Responsibilities

● Working collaboratively within the business development team to support customer accounts and maintaining up-to-date working knowledge of customer accounts and the technical and commercial targets for success for each account.

● Attending sites when required to understand more about client requirements and the challenges and business opportunity, gathering high level technical information to enable further discussion and progress and providing high-level technical demonstrations of equipment/sample data capture where appropriate.

● Having full working knowledge of the AIVR system(s) and DepotMATE and which systems are used by each account to be able to support and monitor activity, dealing with any issues raised, with support from all internal teams.

● Liaise with the Product and Technical Team to have good familiarity with the status of AIVR Machine Learning models and being able to demonstrate their application/outputs and how these are relevant for each account.

● Ability to take calls and respond to emails with account customers to provide demonstrations of the AIVR Dashboard or address issues raised by users.

● Maintaining up-to-date records of communications and interactions with account customers and updating the product prospect register for new prospect requirements to ensure the delivery team has the latest information.

● Providing feedback gained through customer communications on areas of improvement that would increase customer satisfaction.

● Assisting with the production of proposal documents where required, providing technical insight and sharing knowledge of customer requirements and preferences.

● Assisting with providing feedback and usage metrics on account performance and growth to share with the business development team and senior management where appropriate.[1]

Personal Qualities and Experience

• Excellent communication skills including verbal, presentation skills and written communications.
• Confident in using a variety of camera/technical equipment (with full training and technical familiarisation provided)
• Ability to work effectively as part of a team.
• Ability to use your own initiative and proactivity to identify and follow up business leads and opportunities.
• Proficient in use of Microsoft Office including Word, Powerpoint and Excel.
• Organisation skills to ensure leads and customer information is stored correctly.
• Full UK Driving Licence
• Advantageous - Experience of working within a similar role.
• Advantageous – Previous experience working with the rail industry.
• Advantageous – Previous experience of working on/contributing to commercial bid writing

Company Benefits Include:

• Life Assurance
• Work related training courses as required
• Complimentary snacks and refreshments including fresh fruit
• Office-centric role
• Access to Bike to Work Scheme
• Secure bike storage and shower facilities
• Social events

You would be a valued part of a fast growing team where your ideas and opinions are valued as we continue the exciting journey of One Big Circle.