Careers

We are looking for a Senior Account Manager to create long-term, trusted relationships with our customers. The Account Manager's role is to oversee a portfolio of assigned customers, develop new business from existing clients and actively seek new sales opportunities. Responsibilities Take responsibility for managing the business relationship with a portfolio of customers including some large national companies as well as regional SME's Develop strong relationships with customers, connecting with key business executives and stakeholders Develop a strong understanding of the nature of business and operations of the customers who you work with Identify where COINS solutions can deliver value to your customers and convert these opportunities into sales Work closely with colleagues and other teams (client management, support, development and delivery) to ensure an excellent customer experience Answer client queries Maintain the CRM system with sales forecast and customer information Consistently achieve your agreed sales quota Serve as the lead point of contact for all customer account management matters Negotiate contracts Monitor the successful delivery of our solutions to ensure they achieve the agreed objectives Prepare reports on account status Collaborate with new business sales team to identify and grow opportunities Assist with challenging client requests or issue escalations as needed Carry out other account-related activities as directed by you manager Candidate requirements Prerequisite Proven work experience as a software sales Account Manager Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation, including executive and C-level Solid experience with CRM software and MS Office (particularly MS Excel) Experience delivering client-focused solutions to customer needs Proven ability to manage multiple account management projects at a time, while maintaining sharp attention to detail Excellent listening, negotiation and presentation abilities Excellent verbal and written communication skills Strong numeracy Full UK driving licence Willingness to travel regularly, often with overnight stays Desirable but not essential Knowledge and or experience of the construction, home building or property development industries Understanding of the processes in any of the following business areas: Financial management and planning, Accounting, Procurement, Project Management, Sales, Marketing Knowledge of how business systems software is used in the construction industry

We are looking for a Business Systems Analyst (BSA) with experience in end-to-end product support, requirement analysis, agile methodology, and product solution design. The candidate should be capable of working collaboratively with internal and external stakeholders and to evaluate and prioritize work in order to deliver software business solutions, on time, budget and to stakeholder requirements. You will work in an agile environment in a multi-disciplinary team where Business Systems Analysts, Scrum Masters, Experienced Designers, Developers, Testers and Product Owners work together, as one team, to develop and deliver innovative solutions for our customers. We are looking for self-driven individuals who are passionate about their career and keen to develop further, to discover new ways of working and step out of their comfort zone. Key responsibilities: Undertaking structured analysis and discussion with users, the Product Owner, Experience Designers, and other stakeholders to elicit functional and non-functional requirements and transform them into user stories. Evaluate challenges and opportunities, communicate these to the team to allow for a better decision-making process and build consensus around the best way forward Producing necessary documentation as required in line with COINS standards and also working closely with the product marketing team to assist in the development of material to support the sales process. Reporting and escalating progress, risks, and issues effectively in line with agreed team processes. Contributing towards solution design, ensuring solutions are value driven, usable and appropriate taking into account the potential benefits and constraints. Working with Experienced Designers as required to ensure that usability and accessibility are considered in solution design. Collaborating with Scrum Masters, Developers, Testers and others within the team as required as part of technical grooming, sprint reviews, milestone demos, and handovers. Working with the Scrum Master, Product Owner, Delivery Manager, and other team members to manage the story backlog including prioritization and understanding the minimum viable product for each solution (and where appropriate minimum testable, usable and lovable products). Working with other teams to identify and manage functional impacts and dependencies Full participation in all Agile ceremonies (stand up, refinements, technical planning, estimating, retrospectives), including facilitation as appropriate Keeping up to date with emerging technologies and techniques in the area of expertise Contribute to technical community initiatives Working with the team to: Ensure appropriate levels of detail (including acceptance criteria) exist and are documented for all stories at each stage of the process. Contribute to impact assessments, change requests and developing high-level estimates that allow the team to understand requirements and validate assumptions such that stories can be sized Contribute to continuous improvement within the team Knowledge, Skills, and Experience: A degree or other higher education qualification in a numerate discipline and/or equivalent experience within a commercial IT environment Experience working as a business analyst (or equivalent role) in a commercial IT environment, with experience of the full product lifecycle Awareness of Open Source and cloud technologies Excellent communication skills with experience working at multiple levels of an organization Ability to rationalize complex information and make it understandable to a range of stakeholders Excellent written and verbal communication, including technical writing and presentation skills Work well under pressure A demonstrable capability of working with multiple customer facing projects and of persuasion and influencing skills Excellent workshop, meeting, facilitation, communication and presentations skills Experience in defect analysis in support of live systems Understanding of agile methodology

COINS, the market leader in providing IT Solutions to the construction industry and house builders, is looking for an Application Support Analyst to join our team. The primary purpose of this role is to deliver a high quality and responsive support service to COINS customers for all products and applications, in line with customer service-level agreements (SLAs) and internal key performance indicators (KPIs) and operational-level agreements (OLAs). We are looking for a focused, hardworking and highly self-motivated individual who will go the extra mile for our customers. You will need to apply strong customer service, time management, project co-ordination and analytical skills to this position to achieve the goals we are working towards. Duties and Responsibilities Provide accurate incident resolution and service request management, within established SLA and OLA time frames, meeting or exceeding customer’s requirements and expectations. Incidents and service requests are managed effectively; ensuring information is captured in the Call Management System for future reference and analysis, in line with ITIL principles. Take ownership of incoming customer support requests pertaining to COINS software and perform initial investigations and diagnosis through to incident resolution. Troubleshoot customer software incidents and identify root causes of software problems. Fix software configuration issues and test solutions prior to customers implementing them. Provide ongoing customer contact throughout life cycle of logged request providing regular customer updates. Make sound judgement of logged issues to enable quick and efficient resolution or reallocation of related software incidents and defects to other technical and development departments. Perform customer account management administration duties and to effectively manage customer expectations regarding outstanding software incidents and Coins activities to reach a satisfactory resolution. Continuous maintenance of COIN product knowledge and business awareness. Work with the Account Manager and Service Delivery Manager on customer requests, taking ownership of the requests. Work with other members of the application support team to deliver changes to systems, including training and user documentation. Develop and maintain long term relationships with our customers. Ensure Customer Support Handbook targets and internal performance objectives are met. Experience A firm IT related background and procurement and plant experience is desired for this position. Experience of purchasing and accounting software within the Construction Industry is advantageous. Experience in using the COINS ERP software is favourable. History of resolving procurement, e-commerce and plant problems and queries sourced from an ERP system is also very advantageous. Ideally, the candidate will have at least 1 to 2 years work experience in a support role or customer service related role. Understanding of UNIX and Windows operating platforms coupled with web interface experience and skills will prove invaluable. Knowledge of the Construction Industry is advantageous. Historically this role has been suited to personnel whom have worked in a procurement and plant environment or a similar field and would like to make a transition to a more IT based role. Education BSc or HND or equivalent in a computer or business-related discipline or relevant experience that demonstrates a skill level equivalent to this. ITIL practical experience or to hold ITIL foundation certification. Skills Have an understating of procurement, plant and accounting business processes within a work environment or gained academically. Excellent written and verbal communication skills with focused attention to detail. Proven problem interrogation and solving skills for business systems. Professional customer service delivery skills and professional telephone manner. Sound time management and organisational skills with ability to make key business decisions. Drive and motivation with ambitious outlook with good customer focus. Possess the ability to logically prioritise and rationally escalate issues. Confident, enthusiastic, tenacious and willing to develop technically on an on-going basis. Highly motivated and able to work effectively under pressure. Team orientated working ethics as well as being self-sufficient and possess the capabilities to work using their own initiative. Business logic with an inquisitive mind for resolving complex system software related faults. Accountability Through constant contact with the external COINS client base, the candidate will have responsibility to project a professional and competent image at all times. Customer perception of COINS as a company is very much dependant on the Support services provided within the department. The growth of COINS and the client base is reliant on our perceived abilities to provide a dynamic and responsive customer support service.