Job Description

Do you want to work for a company whose purpose is to improve society by considering social outcomes, and to transform businesses, communities, and opportunities for its employees?

At the forefront of innovative digital solutions, Mott MacDonald is dedicated to delivering high-quality products and superior user experiences through its central digital function. The Product Support Specialist/Manager will be an integral member of this innovative team, focusing on driving product adoption across our regions through our digital hubs.

The Product Support Specialist/Manager will be embedded within the product team in the central digital function, playing a pivotal role in supporting staff located in three regional digital teams. The Product Support Specialist/Manager will work closely with these teams to support product adoption and ensure satisfaction and success in our three business regions, aligning the product's value with regional needs and objectives.

Key Activities:

• Engagement Initiatives: Drive engagement through regular in-platform communication and initiatives that foster a product community and user collaboration.
• Training Development: Design and implement training and educational materials to address the unique needs of different business regions.
• Issue Resolution: Proactively identify and address issues to ensure continuous product usage and user satisfaction.
• Data Analysis: Leverage data analytics tools to derive actionable insights and feedback on user behaviour and product usage.
• Feedback Collection: Systematically collect and analyse feedback from different regions to inform product enhancements.
• Renewal Management: Monitor and support contract renewals in the regions.
• Upsell Strategies: Identify and communicate strategies for upselling and cross-selling to maximize user growth and adoption.
• Community Building: Develop and manage user forums or groups to enhance interaction and collaboration, generating a network effect.
• Advocacy Development: Cultivate advocates through consistent positive interactions and satisfaction.
• Scalability Planning: Support the development and implementation of scalable strategies to expand product adoption across different regions.

Key Responsibilities:

• Relationship Management: Develop and maintain strong relationships with the regional teams and users to understand their needs and address their concerns.
• Onboarding Support: Facilitate a smooth onboarding process and support users in adopting products effectively. Give people a reason to login, stay and come back.
  
• Proactive Support: Provide proactive support to resolve user issues and ensure continuous satisfaction and product usage.
• Education Provision: Deliver customised training and educational materials to address varying user needs and preferences.
• Feedback Relay: Collect and relay systematic user feedback to the product development team to inform product enhancements.
• Renewal Oversight: Support the regional teams with contract renewals, ensuring a seamless process and high renewal rates.
• Upsell Execution: Communicate upsell and cross-sell strategies in the product and with the regional teams effectively to maximise adoption and growth opportunities.
• Community Oversight: Oversee user forums or groups to foster interaction, collaboration, and community building.
• Advocate Cultivation: Cultivate and manage advocates from end to end.
• Scalability Strategy: Support design and implementation of scalable strategies for expanding product adoption efficiently across different regions.

Candidate Specification

• Bachelor's degree in Business, Engineering, or related field.
  
• Demonstrated ability to develop customised training and educational materials.
• Strong analytical skills with experience in data-driven decision-making.
• Proven ability to resolve issues proactively and efficiently.

Attitude:

• User-centric mindset with the ability to empathise with user needs.
• Strategic thinker capable of aligning user needs with business goals.
  
• Excellent communication and presentation skills.
• Proactive approach to problem-solving and achieving results.
• Collaborative team player with the capacity to influence and drive alignment.

We are actively recruiting a diverse workforce that is reflective of the communities we serve. We recognise that differences in ability, skills and experience are a strength and encourage applications from people of all backgrounds.

Job Profile

About the business unit
The digital revolution is changing infrastructure around the world, how it is designed, built, and managed. Using an explosion of available data, modern cloud technology and advanced data science we can enhance infrastructure performance to benefit society, the environment and business. From enhancing solar yield to predicting future maintenance needs, digital is at the heart of improving of our built environment, achieving carbon net zero and improving citizens' lives.
How to apply
To apply for this role, please complete our 15-minute application via our website. Our talent acquisition coordinators aim to provide feedback within 5 working days with the outcome of your application. More information about our application process can be found here . If you have any questions regarding your application or the role, please reach out to the dedicated recruiter listed who will be more than happy to help.

Did you know that Mott MacDonald is one of the world's largest employee-owned businesses? This means that we are not accountable to external stakeholders and are in control of our own future. This creates a unique culture where decisions are made for the benefit of the staff/company over the long term.

We are proud to be a one of Glassdoor's top 25 employers to work for in the UK in 2023, as well as being recognised by the Financial Times and market and consumer data company Statista as one of the UK's leading and highly recommended management consultants in: Construction & Infrastructure, Energy, Utilities & Environment, Public & Social Sector, Sustainability, and Travel, Transport & Logistics.

We offer some fantastic benefits including:

• Pension matched up to 7%
• Life insurance
• An annual professional institution subscription
• Continuous development opportunities - because we want you to thrive
• Agile/flexible working - because life isn't 9-5
• Enhanced parental leave; shared parental leave policies - for parents and care givers
• Annual bonus scheme
  
• Flexible benefits that suit you, including ability to buy/sell annual leave entitlement, cycle to work & interest free season ticket loans
• Wellbeing support including access to an independent Employer Assistance Scheme, wellbeing champions and access to learning and support resources
• Access to our Advanced Employee Networks which support our LGBTQ+, gender, race and ethnicity, disability and parents/carers communities
• The opportunity to make a difference; learn more about our social outcomes

Other Information

Equality, diversity and inclusion
We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.

If you have a disability and would prefer to apply in a different format or would like us to make reasonable adjustments to enable you to apply or attend an interview, please contact us at reasonable.adjustments@mottmac.com and we will talk to you about how we can assist.

Agile working
At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments. We embrace agility, flexibility and trust.

More about Mott MacDonald
We're a global engineering, management and development consultancy.
Our purpose is to improve society by considering social outcomes in everything we do, relentlessly focusing on excellence and digital innovation, transforming our clients' businesses, our communities and employee opportunities.
A fundamental part of this is respecting each person's differences and striving to meet their needs.
Our values: progress, respect, integrity, drive, excellence.