Job Vacancies at Keyloop

Role Responsibilities:

Voice of the customers and OEMs:

• Co-innovate and engage with manufactures and key customers around market needs.
• Evangelist of Keyloop business strategy, especially on Key customers and manufacturers across their market/region.
• Lead from the front on the new trends and opportunities for future technology, understand the voice of the customer, and recap feedback to be shared with Product.
• Analyze manufacturers/customer market data to make recommendations to address market needs and create business cases to support the success of the product.

Product Launch customers and OEMs:

• Work within the Product community & manufacturers to understand integration requirements through our Middleware/set of API.
• Cross-collaboration with Product & Engineering and Operational functions leading alignment of functional resources to support Keyloop’s product launches within their market/region.
• Engages with key customers to ensure a smooth product launch across their region including managing beta testing through to general release for Keyloop products.

Key Results Indicators & Measures of success:

• On time product launch to market with high penetration to market, supporting the business case and governance.
• Clear insight and opportunities fed into the product organization to enable market-fit products to launch.
• Effective partnership with product management & functional managers.

Skills / Knowledge & Experience:

• Commercial & Account bias.
• Project Management certification.
• Key business stakeholder management.
• Experience in software/technology companies.
• Global experience; able to operate successfully in multi-cultural environments.
• Experience in managing projects in cooperation with international stakeholders.
• Proficient in MS Office.
• Product Management/Product Marketing experience.
• Agile product development methodology experience.
• Experience of fostering innovation.
• Deep understanding of product / management activities, processes and frameworks in a technology / software environment.
• Total 3+ years of work experience in Sales & Marketing or Product in the automotive industry.

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Purpose of the role 

To develop and retain a team of motivated, multi-national and multi-linguistic consultants to address the deploy requirements related to the Aftersales vertical and their associated products like Manufacturer Systems (MS), Country Specifics (CS), Layered Applications, Keyloop acquired products and partner applications. This also includes further growth in the aftersales product portfolio.

The team leader will ensure that both external (Keyloop customer) and internal (Keyloop internal) project activities as assigned by project managers or module leads are deployed to quality and time-managements expectation set forth by the delivery contract and within the legal frameworks.

The team leader will assist in sales support (evaluating and estimating customer requests, attend product sprint reviews to ensure products align to requirements/are easy to deploy and ensure development of associates within the team to meet the evolving deploy skills required for the vertical. 

Role Responsibilities 

Strategy & Planning (Standardization, efficiency, and adaptability to evolving product)

• Applies appropriate measures for individual and team results.
• Creates realistic plans to accomplish tasks and projects. 
• Assist the module lead to define and maintain a continuously evolving standard blueprint for the aftersales vertical that is aligned to new M&A/Manufacturer Interfaces/product enhancements. 
• Assist the module lead to evaluate module specifics across geographies and define processes to ensure interchangeability of associates on projects.
• Assist sales in pre-sales technical requirement analysis and efforts estimation as required.
• Attend product sprint reviews to ensure product alignment to blueprint in consultation with the module lead.

Results Accountability (Focus on achieving objectives)

• Sets high standards of performance for self & others in delivering results.
• Ensures associates spend time evaluating and enhancing team skill set in consultation with the module lead.
• Identifies product problem areas and working with module leads to resolve the same
• Effectively balances many priorities to achieve business results
• Makes informed decisions based on facts and associates’ perspectives.

Financial Management (Understanding ok Keyloop’s financial levers to achieve business results)

• Describes how Keyloop drives profitability in basic terms
• Explains how team results impact revenue and expenses and ensures connection between individual and team goals. 

People leadership

• Communication 
• Motivate the team to align to Keyloop’s vision and values
• Demonstrate flexible communication style based on settings (1-on-1, small/large groups, peers, direct reports, external clients etc.)
• Offer information that associates need to perform with pride.
• Building Talent (Build capacity for short & long term)
• Establishes clear goals and targets for the team
• Gives feedback effectively and in a timely manner
• Values the diverse talent, skills, and perspectives of team members
• Supports professional and personal development of associates 

Relationship building

• Collaborates as an effective team player within and across departments
• Conduct/attend cross-link sessions with other team and module leads
• Leverages formal and informal networks to accomplish objectives 

Market leadership (Leverage external factors to drive growth) 

• Client focus
• Actively seeks and applies information about client needs – Periodic visits to key customers to pro-actively understand dealership strategy.
• Improves processes and procedures to enhance customer experience
• Assist project managers in escalations/technical discussions in collaboration with the module lead.
• Outside-in perspective
• Stay informed on external factors and trends.
• Adjust work style to adapt to different cultures and expectations 

Bias for growth 

• Willing to take an unpopular stand to challenge the status quo
• Thoroughly considers options when making decisions
• Using logic and data to improve performance. 

Skills / Knowledge & Experience 

• Must come from a relevant business vertical background and have a proven track record of involvement in implementing and maintaining similar processes and business improvement programmes. Understanding of implementing Quality processes like ISO, ITIL, Six Sigma & Lean Engineering is a distinct advantage.
• Must have the ability to define and maintain standard end-to-end business process for the business vertical and work with product team to create efficiently deployable products.
• Must be able to demonstrate a proven track record of creating and executing on large strategic change programs.
• Proven track record of successful people management, leadership skills and people development.
• Must be very strongly process-driven with a track record of successfully handling considerable change and the ability to work under pressure.
• Commercially aware with very strong analytical skills.
• Knowledge of the Automotive industry (desirable, not essential) 
• Ability to advise, persuade and influence people in a professional and effective manner
• Must be able to plan and deliver multiple tasks simultaneously and to effectively organise workload.
• Must demonstrate outstanding verbal and written communication skills. 
• Open for challenges and striving for continuous improvement, motivating, and engaged
• A team player who is influential and builds good working relationships across all functions. 
• Flexibility, integrity, and problem-solving skills are a pre-requisite to be successful in this role 

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Purpose of role:

• Provision of an excellent support service is critical to the achievement of Keyloop’s strategic plans for growth and profitability. Our Managed Helpdesk Product Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary.
• Our Product Support Analyst will also assist colleagues and will not only have outstanding verbal and written communication skills but can demonstrate that they are able to communicate quickly and efficiently at all levels across a Global team (Customer, peers, and Managers) in order to achieve our departmental and company strategy.
• This role requires someone who is resourceful and well organised, with excellent analytical and problem-solving skills, who can work effectively as part of a high performing team with a passion and commitment to providing service excellence.

Key Duties & Responsibilities:

• Owning and progressing cases through to resolution by utilising available resources and expanding own knowledge.
• Escalating a case in good time.
• Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
• Communicating cooperatively with team members, other departments and management to deliver timely resolution of customer issues.
• Documenting solutions and producing written guidance on resolution steps and procedures.
• Being passionate and pro-active in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset and working closely with management to increase the level of personal skills and competence.
• Self-Motivation & initiative to aid your investigation process and career development.
• Effectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level of knowledge within support.
• Ensuring root cause analysis is carried out where necessary.
• Identify training gaps in our knowledge media and recommend areas for improvement.
• Actively contribute to case reduction initiatives.

Skills / Knowledge & Experience:

• Ability to efficiently plan and prioritise workload to meet deadlines.
• Investigation, analytical, problem solving and trouble shooting skills.
• Excellent communication skills.
• Ability to articulate complex problems or issues in a simple manner.
• Knowledge and understanding of customer expectations.
• Ability to influence and overcome objections.
• Ability to interact with multiple levels of Keyloop customers and associates.

Qualifications required:

Essential

• Experience of supporting customers to a high level of performance, productivity and customer satisfaction.

 
Desirable

• Understanding of the automotive industry and specialism in one business area.
• Experience of working with/supporting Keyloop Autoline product.
• Experience of working in an IT/Software industry.