ARBOR EDUCATION PARTNERS

Responsibility

• ensure Advanced Support customers are using the services included as part of the Advanced Support package
• keep Gainsight up to date with details of kick off calls, and success plan milestones
• provide support to customers and colleagues facing more complex service requests regarding Arbor
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• achieve 95% satisfaction on all Advanced Support tickets and help create a bank of secondary references for this service
• achieve productivity and contact resolution objectives to ensure schools are receiving a timely, first class service
• troubleshoot complex issues either via phone, remote tools or desktop support
• adhere to Service Level Agreements to ensure customers receive support in a timely manner
• keep up to date with new product releases as well as any known issues within the Product
• support with more complex seasonal webinars and online materials where needed
• help with growing our knowledge base so more customers can self-serve
• proactively manage your own case workload and take full ownership of tickets, ensuring proactive action is taken with both the schools and internal departments
• support the business with the growth of the Advanced Support service, highlighting challenges and showcasing new ideas
• be contributing to daily and weekly meetings with suggestions
• capturing customer feedback on feature requests and sharing this via the internal roadmap process
• meet the target percentage response and resolution time for all Advanced Support SLAs
• ensuring queries/complaints are resolved for clients within service level agreements

Requirements

• customer service: 1 year
• technical support: 1 year

Earnings for position customer service advisor

Responsibility

• about the role
• achieve a termly target of Sales Qualified Leads alongside the team
• you’ll organise meetings for our sales team and handover your findings, and your thoughts, on how to win the sale
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• support the team in booking qualified, high quality meetings for our Sales team
• you’ll also work hand in hand with our marketing team and will nurture their pool of leads
• core responsibilities
• this role is a fixed term contract until December 2024
• this role is a fixed term contract until December December 2024
• arbor is the fastest-growing company in our market, with a happy customer base, well known brand, and a positive reputation that precedes us in the sales cycle
• develop outbound prospecting strategies and track for success
• you’ll often be the first person school leaders speak to, so the main priority is that they have an excellent experience with you and that you set up a differentiated sale
• working collaboratively to achieve a termly target of Sales Qualified Leads with your team
• feedback your experience into our Marketing team to help make sure our messaging is always relevant to our base
• you’ll speak to school leaders every day on the phone and be naturally curious to learn about their school; you’ll help identify which challenges Arbor can solve, whilst being mindful of distinguishing us from our competitors early on
• speak to prospects at all levels in schools and trusts, from school administrators to Chief Executive Officers running multiple schools; encourage them to speak about their challenges whilst starting to shape the sales cycle for our team
• work across multiple marketing channels , nurturing schools and trusts who are at different stages of the buying cycle - over the short and long term
• you’ll have new campaigns, events and webinars to work on each week - and for every school that interacts with our marketing channels, you’ll either develop and qualify them into a meeting, or nurture them; helping them learn more about Arbor and why they should meet us
• reflect on the success of the channels of inbound you work across and suggest ways to improve our conversion or the prospect’s sales experience
• speaking to people at all levels in schools and trusts, from school administrators to Chief Executive Officers running multiple schools; encourage them to speak about their challenges whilst starting to shape the sales cycle for our team
• about you
• you will build strong internal working relationships with the wider Sales team which will allow you to diary manage and book qualified meetings for Sales Managers
• working across multiple marketing channels , to nurture schools and trusts who are at different stages of the buying cycle

Earnings for position sales representative

Responsibility

• proactively monitor and analyse platform performance
• collaborate with engineering teams to address performance bottlenecks and ensure scalability
• assist engineering teams with implementing and reviewing SLOs
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• continually improve observability through monitoring and alerting, and dashboards, using tools such as DataDog or Prometheus for example
• work with other teams to ensure it is effective and provides full coverage
• ensure the service is highly available and resilient
• champion best practices in design for high availability
• devise runbooks and run game sessions to test our DR plan, H/A and backups
• conduct assessments of capacity and plan for scaling to meet current and future business needs
• work closely with the Head of Platform Engineering and Head of SRE to strategize and implement scalable solutions
• key player in the response and troubleshooting of incidents, ensuring rapid resolution and minimising downtime
• participate in blameless postmortems to identify root cause and corrective actions
• develop and maintain playbooks and documentation

Requirements

• experience with other database technologies and cloud platforms
• past experience with enterprise solutions running at scale
• familiarity with kanban and agile development processes
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• experience with containerisation, for example Docker
• familiarity with software best practices such as Refactoring, Clean Code, Domain-Driven Design and Test-Driven Development

Earnings for position reliability engineer

Responsibility

• work closely with business stakeholders to identify pain points and opportunities for Operational improvement
• assume responsibility for the successful end-to-end management of migrations, including identifying blockers and opportunities for improvement, pre-onboarding, during, and post-migration
• support Onboarding/Implementation teams with advanced troubleshooting and technical support, when member facing
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• work closely with the business stakeholders to understand project timescales and budget
• work closely with the engineering team to ensure clear deliverables and clear understanding of requirements
• track project progress over time, and provide clear communication of progress and issues to project stakeholders
• aid with delegation and assignment of responsibilities within the engineering team to ensure delivery to timescales
• aid engineering team with interfacing with stakeholders to deal with issues and change requests
• co-lead on the implementation and delivery of new practices within the engineering team to reduce wastage, improve ownership and quality, and drive performance
• our Migrations team are responsible for the development of migration and onboarding tooling, and ensure the successful migration of customers into the Arbor platform

Earnings for position manager

Requirements

• experience of developing Enterprise solutions/applications
• exposure to cloud infrastructure or serverless development
• familiarity with containerisation with products, such as Docker

Earnings for position engineer