About Cardinus
Cardinus Risk Management is a leading health, safety and risk management specialist offering online and on-site solutions for all areas of business.
Thousands of organizations across the globe use our services to reduce work-related discomfort, minimize accidents and injury, increase employee productivity, and comply with legislation.
We’ve been working with many customers to provide solutions that meet the varied needs of their global workforces. We’re able to support customers with customized risk assessment, e-learning, virtual training, and advisory services.
We are part of the Amwins group of companies who deliver insurance and reinsurance coverage to customers around the world.
The Role
At Cardinus, you will onboard and work with complex, global brands to support them with product implementation. You’ll be driven and motivated to provide the best customer service and project management. You will have the ability to take ownership over your area and continually find better ways of doing things.
Working in our Customer Services team which consists of six colleagues with similar skills to you, you’ll be tasked with managing the customer journey from the sale and through implementation, providing technical support and ongoing account management.
You’ll be the face of our Customer Services team helping to answer and think of solutions to solve customer problems. You’ll be a product expert, upskilling customers on how they can get the best out of their product. You’ll also have a keen eye for spotting and handling issues alerted to you via your 1st Line Support role and will escalate them where necessary to relevant teams.
From the point of signing a contract with a new customer - you’ll step in. You’ll be given a clearly defined statement of work, and you’ll then take the requirements of our customers and execute their requests in the Cardinus Optimize CRM platform.
You can expect to be in constant communication with the customer and the Cardinus Sales, Technical Support and Development teams making sure you're available to new and existing customers to support them with their product.
Pursuant to California, Colorado, Connecticut, Cincinnati, Maryland, Nevada, Rhode Island, Toledo, New York City, and Washington regulations, the salary range for this position is $45,000 to $55,000, and includes eligibility for performance-based bonuses.
Responsibilities
- Manage, project plan, and deliver the implementation of customer programmes
- Ensure all projects are delivered in accordance with project timelines and contractual T&Cs
- Make text and image changes to the eLearning using the Cardinus editing tool
- Work with the customer to determine the most appropriate implementation and launch plan
- Present at sales pitches and join customer meetings to talk through the implementation process, help demo the platform to educate admins, and answer specific questions
- Help launch domestic and multi-regional global programmes
- Gain an understanding of each businesses’ structure, culture, and comms channels to make sure that the launch is tailored to each individual customer
- Be the voice of the customer and champion of the implementation process to the rest of the business, feeding back to relevant departments specifically Product, Sales, Marketing and Development
- Provide advice and best practices for implementation within the department, finding ways to improve the launch process with the Product and Development teams
- Plan and deliver system training
- Provide creative and customized solutions to meet customers’ individual needs within the scope of our product’s capabilities and the solutions on the customer’s contract
- Work with the Sales team to help them understand the technical details in each implementation
- Provide effective 1st line support to our customer base with an aim to troubleshoot and resolve IT requests and issues efficiently at first point of contact
- Ensure all calls are answered, logged within the company’s systems, and resolved or escalated as appropriate
- Familiarize yourself with issues that require Development time
- Before escalating, ensure all tasks have full details on the issue they refer to and document investigations that have already taken place
- Manage data import / updates as required
- Manage and monitor the Technical Support inbox
- Ensure the Cardinus CRM database, Optimize, is accurate and up to date
- Work within the Information Security requirements and help Cardinus maintain ISO accreditations
Ideal Skills/attributes
- Project Management experience is ideal
- Strong Microsoft Office skills
- Ability to launch/implement software products
- An understanding of or a willingness to learn and understand basic SQL, Windows server administration and management, data protection, HTML, SCORM, AICC, LMS and Single Sign On
- Confidence to join sales meetings and build rapport with internal and external stakeholders
- An interest in collaborating with product teams to automate processes
- Strong analytical and problem-solving skills with the ability to make key decisions
- Excellent attention to detail
- Ability to understand/translate complex technical ideas into simple language for customers
- Ability to juggle multiple priorities and meet deadlines
- Ability to work independently whilst being team-oriented and collaborating with different teams in the business
- Willingness to invest time and energy into learning new things and developing your skills
Pursuant to California, Colorado, Connecticut, Cincinnati, Maryland, Nevada, Rhode Island, Toledo, New York City, and Washington regulations, the salary range for this position is $45,000 to $55,000, and includes eligibility for performance-based bonuses.
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