Why this opportunity exists⌗
The Partner Success team works with our OSP partners to ensure they are ‘getting the most out of the product’. The Partner Success team has a key role in driving growth ahead of the market for all of our OSP partners. The role covers the end-to-end online grocery operation. Having a deep understanding of OSP, the Partner Success Implementation Manager’s main remit is to deliver on location operational support to client teams to ensure a smooth early stage implementation of OSP into our client’s business. This encompasses the operational work required to ‘get OSP going’ namely, set up support, testing, trialling and ‘snagging’. The Partner Success Implementation Manager will manage and drive multiple work streams simultaneously, working with cross functional client teams in international geographies (e.g. UK, US, France, Spain, Sweden, Canada and Japan). The Partner Success Implementation Manager will act as the trusted expert in OSP implementation matters, having both an extensive understanding of OSP and a deep understanding of client operations.
Pre Go Live & Hypercare: • Work with OSP clients to determine the optimum way of implementing OSP for their business. • Work closely as the main client contact to ensure OSP is set up and configured in preparation for trialling, launch and rollout. • Ensure the platform is appropriately configured and support services have been set up. • Coordinate internal activities in preparation for going live. • Plan a set of demos and trials on key OSP elements with the client and execute them. • Complement client team self learning (based on Ocado materials) with coaching / demo sessions on location. • Provide on-the-ground operational support. • Resolve ‘snagging’ issues around configuration / operation / and follow up on bugs. • Work with Technology Operations to implement technical support models. • Act as a consultant and knowledge base for client queries regarding OSP. • Run end to end testing of the OSP platform working closely with the CFC testing team to handover to clients for UAT. • Follow up and resolve OSP implementation issues around usage of the platform, and unresolved issues flagged with the service desk. • Support the launch of more complex features and key developments client side (e.g. store expansion). • Build and evolve codification of team practices as well as best practices for clients. • Act as a consultant and knowledge base for internal stakeholders to understand more about client operations. • Engage account management, program management and Solutions Managers regularly to share status and progress. • Ensure a successful and seamless handover of responsibilities to the Partner Success Manager.
Additional requirements (other than skills)⌗
To qualify for this position, you should meet the following requirements: Minimum: • Bachelor’s Degree in related field; four years of additional experience may be substituted in lieu of a degree. • 7 to 8 years’ relevant experience. • Strong client relationship and stakeholder management. Proven ability to engage with Senior levels of client organization. • Extensive experience in Implementation Support and Advisory Services. • Experience working or strong desire to work with national and international clients on location. • Strong cultural awareness and comfort with different national groups in a cross functional environment. • Familiarity with software platforms and the retail / grocery space. • Demonstrable project and process management skills (i.e. building / running plans, providing teams visibility / involvement). • Creative problem-solving approach, strong analytical skills and attention to detail. • Practiced in balancing client needs and strategic objectives. • Data analysis and good data-driven decision making skills. • Strong sense of ownership and proactive can-do attitude. Keen to take hands-on approach in driving client outcomes. • Excellent ability to engage and communicate with stakeholders at all levels of the organisation (from Head Office to stores). • Ability to build trusting relationships with others (internally & externally). Preferred: • Experience working in a delivery / distribution operation. • Experience working for tech companies or implementing software platforms. • Expertise in the retail / grocery sectors. • Language Skills (Not essential) French, Spanish, German, Swedish.
English - fully-fluent About the organization(s)⌗
• Ocado is a UK based company admitted to trading on the London Stock Exchange (Ticker OCDO). It comprises one of the world’s largest dedicated online grocery retailers, operating its own grocery and general merchandise retail businesses under Ocado.com and other specialist shop banners, together with its Ocado Solutions division. • The Ocado Solutions division is responsible for providing Ocado’s innovative advanced robotics technology, known as the Ocado Smart Platform (“OSP”), to our major retailer clients around the world. OSP comprises access to Ocado’s physical infrastructure solutions, running highly efficient warehouse operations for the single pick of products, together with the entire end-to-end proprietary software applications and advanced robotics required to operate a world-class online grocery business. • Our unique, proprietary and industry-leading technology is set to transform the shopping experience of consumers around the world. We have partnered with the Kroger Family of Companies in the US to help redefine the grocery customer experience through the adoption of the centralized, automated model of online retailing provided by the Ocado Smart Platform. • Come join us as we build our North American team, bringing world-class innovation and technologies to one of the most exciting global markets for e-commerce.
• Ocado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran’s status, or any other classification as required by applicable law.
• Location: Remote - Travel 100% What We Offer • 401k Plan; 100% match up to 5% of earnings • Paid Vacation and Sick Days • 10 Paid Public Holidays • Medical, Dental, and Vision Insurance • Medical and Dependent Care Flexible Spending Accounts • Health Reimbursement Account; Company Contribution of 50% of Annual Deductible • Company Paid Life Insurance • Short Term Disability Insurance • Long Term Disability Insurance • Employee Assistance Program