Working at Emersion

We’re on the lookout for highly motivated Business Development Managers.

Ideally, you will have experience in B2B software sales or technical sales environments. You will be someone who can open doors, identify opportunity and close sales, while also playing a role in finding and larger deals and generating referral leads from Strategic Partner / Vendor/ Channel relations.

We are looking for an experienced software Customer Service Officer to act as the first port of call for all of our inbound B2B customer enquiries.

This will be a mixture of level 1 technical support enquiries and general customer service and support.

As a key member of the Customer Experience Team, you will be responsible for providing:

• Technical support for Emersion’s products and services.
• Analyse, investigate and resolve technical issues that clients are having with Emersion’s products and services.
• General customer service support to existing customers.
• Provide exceptional customer service by providing a welcoming positive experience to our customers.

You will be the first point of contact for most of our customer enquiries and will need exceptional customer service and account management skills to be successful in this role.

As most of the people you will be communicating with will come from a technical background, experience working in a technical environment is highly advantageous.

Emersion is looking for a hands-on and highly analytical Data Analyst to help our clients successfully migrate onto the Emersion platform.

In this role, you will be a crucial driver of customer success. Reporting to our Customer Experience Manager, you will help our customers to migrate their existing data into Emersion and will need to have experience manipulating high volumes of complex data.
You will be reporting to and working alongside Emersion’s senior data analyst to ensure data feeding into and out of Emersion is in line with industry best practices, and all requests for data analysis, consulting and structuring are handled in a highly professional manner.
You will need to work closely with our Technology and Product teams to understand the requirements of new integrations (payment, telco carriers, distributors and other wholesalers), modules and enhancements to Cumulus.
This is a varied role with responsibilities, including:

• Consulting – Provide consulting assistance with an analytical mindset and providing advice on how clients can transform data to work with Emersion.
• Analysis – Diving deep into client data to highlight opportunities for them to improve their business operations through Emersion.
• Data Integration – Transforming upstream telco carriers and other vendors and partners that Emersion works with into a data structure that works with Emersion.
• Project Setup – Migrating of client data into Emersion and assisting with data structuring and translation.
• Scoping – Writing business specifications for integrating Emersion with new carriers, vendors and suppliers.
• Troubleshooting – Assisting the support team and project management teams with client issues and becoming a subject matter expert relating to Emersion’s data structure.

To succeed in this role you will need to be a fast learner and willing to become one of our go-to subject matter experts for all things Emersion. Exceptional time management and project management skills are essential for this role, as is the ability to communicate to both technical and non-technical audiences. This is a full-time position, with occasional after-hours work required as part of our on-call client support team. Our ideal candidate will come from a Telco/ MSP/ IT background, have a qualification in IT/ Computer Science or equivalent, and will thrive on delivering the red-carpet experience to all of our customers.