TBA Group was established over 30 years ago; with offices in Leicester (UK), Doncaster (UK), Satu Maru (RO), Delft (NL) and Dusseldorf (DE), we’re award-winning and one of Europe’s leading software development companies for the intermodal and logistics companies. Through our innovative software, we produce market leading, large-scale, distribution and supply chain software products used by customers worldwide.
Skills and Experience Required: Previous experience as Software Service Leader in a competitive software industry working to improve customer experiences. Relevant experience in being end-responsible for Service Delivery processes demonstrating great leadership in building and successfully integrating teams. Knowledge of the software development processes. Experience in the logistical industry is welcome, but not required. Demonstrated ability to work in an international diverse setting, both internally and externally. Experience in stakeholder management (both internally and externally), including 3rd parties. Strong business orientation, you understand the balance between being customer oriented and TBA profitability.Commercial insight and sense for new business opportunities. You have excellent consulting and active listening skills. Strong leadership and coaching skills. Data driven, analytical and strong financial acumen.
Customer and Team ResponsibilitesAs strategic partner, you pro-actively manage customer relationships through regular customer visits and KPI updates. You pro-actively communicate, follow up on agreed actions and ensure that customers are well-informed, and their expectations managed. In case of more complex and long-standing problems you investigate and provide solutions to customers' problems. You translate customer needs into items for the development roadmap understanding the importance of details. You are data driven and analyse the statistics or other data to determine the level of customer service we are providing. Determine measurements and KPI’s to measure customer satisfaction and continuous improvement of services. You work with stakeholders to generate revenue from the existing customer base with targets agreed with the Managing Director. Representing TBA Group as a whole, you recognize and seize sales opportunities to present TBA products and solutions to the customer. As team lead, you exemplify excellent customer interaction, service support and are an inspiration to the team on how to engage with customers and seeing problems through to their full resolution. When incidents occur, you respond pro-actively. Whilst maintaining a sense of urgency, you remain calm and steward the team towards successful addressing and solving the issue at hand. You define clear goals for the team based on agreed business strategy and successfully lead, organize, and drive execution together with the service delivery team. You strengthen relationships within the team that result in great team spirit and performance. You define, implement, and improve quality standards, processes, policies, ITIL and ensure these are embraced by the team to deliver best in class service in an organized and efficient manner (for instance through training and documentation) You drive cross-product and cross-team collaboration and address and integrate conflicting viewpoints to achieve a greater goal, a happy customer. Keeping ahead of developments in customer service, you attend relevant external networks, meetings. You ensure that you and your team are informed and well trained to ensure success both now and in the future.