Client Services Operations Specialist

Who We Are

We enable greatness through the cloud.  We thrive on working with fast growing companies around the world to solve both essential and advanced cloud challenges.  DoiT provides intelligent technology that simplifies and automates cloud usage, alongside expert consultancy and unlimited technical support, all at no extra cost to our customers.  Join our mission where you’ll work remotely with a committed, experienced, and global team in a collaborative and supportive culture.  We are an award-winning strategic partner of Google Cloud and AWS, we provide intelligent technology, expert consultancy and unlimited technical support for customers across more than 70 countries.

Our Core Values guide us in crafting a unique and stellar employee experience for all of our team members. 

Target Locations: Remote in UK, Ireland, Netherlands, Sweden, Germany, Switzerland, France, Spain, Israel. We’ve created a remote-first culture that thrives in a virtual environment so you have the resources you need to connect with talented people around the world. 

About this role: Supporting the operational functions within the Client Services organization is a critical component of our effectiveness as a business. Setting up Cloud accounts, managing and administering the customer onboarding process at DoiT is a crucial task that has significant implications on customer experience. Managing this process and others, driving reliability, repeatability and consistency is a critical aspect of our success. As a Client Services Operations Specialist, you’re going to partner with the Sales and Engineering organizations to support this mission delivering great outcomes for our customers. If you are looking to expand your skill sets, this role is for you.

Responsibilities:  

• Collaborate between Sales and Engineering organizations to support business processes driving positive customer and employee experiences
• Create and onboard new Cloud Account/s using approved mechanisms 
• Peer review customer onboardings to ensure quality assurance
• Create and maintain documentation around customer processes and help demystify complex onboarding & offboarding scenarios
• Provide support to sales, customer reliability engineers and customers throughout the customer onboarding and offboarding process 
• Support escalations related to customer account configurations and other cloud service provider requirements
• Keep records and internal systems up to date needed to support observability and maintain business requirements
• Identify & drive process improvements opportunities for Client Services operational processes 

Skills:

• 1-3 years of experience with Cloud Service Providers
• Good understanding of Cloud IAM and IAM Roles
• Basic understanding with scripting, python & cloudformation with the desire to learn more
• Understanding of API’s both technical and business value

• Own your tasks and have strong attention to detail

• Proficient English writing skills

Desirable:

• Cloud practitioner or associate level AWS or GCP certifications
• Understanding complex issues with a view to simplifying these issues.

Measuring Success

As CSP Account management becomes a larger part of day-to-day business it’s essential to maintain and operationalise the CSP accounts management processes. You will be measured on the following criteria:

• Continuous improvement in onboarding customers to ensure that the business objectives are improved month on month
• Understand and articulate accurate records of DoiT owned Accounts in the various systems of record keeping Knowledge and document sharing with the internal and external stakeholders
• Timely response time to set-up a new Accounts upon request

Positive growth in these areas will be used to review your success and reviewed in a quarterly business review that is held internally.

Benefits and Perks 

• Health Insurance including Medical, Dental, and Vision plans from top carriers
• Professional Development, including certifications
• Pension Plan with employer contribution 
• Employee Stock Option Plan
• Uncapped PTO 
• Parental Leave
• Flexible working options 
• Home Office Allowance
• Work-life balance

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