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We are looking for a business development executive with strong deal and relationship management experience to both develop and lead our global systems integrator (GSI) practice.

The Head of GSI Partnerships is a new role. You will be a key member of the Eseye team and will report directly to the SVP Alliances and Partnerships. In this role, you will be responsible for establishing our strategy for selecting the GSI partners we Go-To-Market with, executing our global resource and revenue plans for the GSI business and on the development and execution of our global partner business plans with each SI partner.

You will also be responsible for driving top-line revenue growth and overall market adoption of the partner solutions and Eseye services, by establishing and growing business and technical relationships while managing the day-to-day partner interactions. You will successfully work cross-functionally across all Eseye teams and build out a small business development team to execute go to market and business returns with your GSI partners.

The ideal candidate will have both a business background that enables them to engage at the CXO level, as well as a sales and marketing background that enables them to manage joint GTM efforts and to easily interact with customers and sales executives. This person should have a demonstrated ability to think strategically about business, product, and technical challenges, as well as build and convey compelling value propositions. We are looking for candidates that are creative, aggressive, and looking to expand and advance their responsibilities.

Responsibilities and Duties

• Passionate GSI alliances champion who can provide world-class program management and thought leadership to increase revenue and drive incremental business opportunities;
• Create and manage key alliance GSI relationships on a day-to-day basis;
• Identify and recruit select GSIs to become part of the Eseye GSI alliance;
• Hire a small team of business development leads to help execute and scale the GSI program
• Partner closely with the GSIs to build a complete value proposition for Eseye’s target customers which are large global Corporates;
• Partner business planning including target setting, business development activities and monitoring progress against plan with QBRs;
• Build an GSI partner enablement program to include lead generation, training, deal qualification, pricing, and implementation;
• Hit and exceed targets for this program each quarter;
• Actively work with SVP Alliances and Partnerships to build, update and execute the GSI SWAT team strategy and execution;
• Define and communicate Eseye’s value propositions to GSI advisory organizations, driven through webinars, training, partner events and other communications;
• Work within your focus market to understand who the key players are, what requirements it has and how Eseye can sell more effectively as a result;
• Proposal writing and follow through with negotiated pricing structures;
• Delivering customer and partner facing presentations;
• Issuing forecast reports detailing your business pipeline and expected successes in any given period.

Individual Accountabilities

• Meeting KPIs (Key Performance Indicators) and targets set by the SVP Alliances and Partnerships;
• Developing a business pipeline that ensure targets are met;
• Take personal responsibility for generating new business appointments each week with Partners;
• Manage and feed Eseye’s CRM database for opportunity generation, forecasting and reporting.

Person Specification

• 10+ years of related experience including 5 years working with GSI partners using a consultative sales process/selling solutions approach;
• Minimum 3+ experience building and managing teams;
• Previous experience in GSI identification, recruitment and onboarding;
• Experience in both large and start up environments preferred;
• Good knowledge and understanding of IOT / M2M Markets;
• Demonstrable results and a wide network of contacts within the GSI industry;
• Strong objection handling, negotiation and closing skills;
• Natural rapport and relationship builder, able to quickly engage with a wide variety of people;
• Commercially confident with the ability to speak with C-Suite contacts on complex topics including Networking/Cellular connectivity/ Cloud computing
• Strong organisational abilities including Channel and Direct Customer management;
• Ability to plan, prioritise and schedule with a strong customer service ethic;
• Focused with an attention to detail, whilst resilient, adaptable and flexible;
• Experience in tracking sales metrics to drive personal performance, taking responsibility and ownership for own results;
• Proactive and positive with an enthusiastic attitude and elevated level of emotional intelligence.

Providing an excellent customer experience delivered by our tech-savvy but customer and process-orientated Service Desk Team is key to our success. With substantial projected growth for 2021 onwards, we require an experienced Global Service Desk Manager to deliver, drive and grow our service desk teams across UK, India and Brazil. The role is based in our Guildford Head Office, reporting to the Chief Operating Officer and working closely with our IoT Network Operations manager.

If you are experienced working with and managing technical support teams, self-motivated, process orientated with a strong customer service ethos, then we really want to know.

Global Service Desk Activities:

• Providing an administrative interface for customer service request management
• Logging, tracking and managing all Customer incidents, service and access requests via telephone, email, web-based interfaces.
• Logging tracking and managing internal event requests.
• Providing first-line investigation and diagnosis.
• Resolving incidents and service requests.
• Escalating and managing incidents and service requests that the service desk cannot resolve and ensuring any SLA or OLA timescales are met.
• Informing customers on progress within agreed SLA or OLA timescales.
• Closing all resolved incidents or other requests.

Key responsibilities:

• To manage and develop the Global Service Desk team to ensure the availability of a functional service desk 24 x 7 x 365, in line with our ISO27001 policies and procedures.
• Provide line management to Service Desk team members, holidays, sickness, reviews and personal development or improvements.
• Manage and administer the Service Desk team bonus scheme, based on meeting the appropriate team and personal KPI targets.
• To implement and ensure that a regular system of measurement of the team members is regularly undertaken, to ensure customer satisfaction and that key KPI metrics are achieved.
• Provide both regular and ad-hoc reports to executive management, to demonstrate KPI achievement or plans thereof to improve if required.
• Management of localised rotas to cover out of business hours cover, local public holidays, 24×7 on call. These rotas can include individuals outside the Service Desk team
• Own the recruitment budget planning of the global team, as the demand of service or loss of staff dictates
• Ensure global team members are working effectively to achieve the key KPI metrics of the Service desk function
• Ensure suitable training and guidance is provided to all staff to ensure consistency in the way we respond to customers regarding incidents and requests.
• To work with IoT Network Operations manager to sure and oversee efficient escalation processes between Service Desk and Support teams.
• Oversee and encourage the continual service improvement of technical support tools and support processes.
• Act as a Global technical point of escalation from internal teams and customer management interfaces.
• Contribute to the design and development of Eseye tools and processes and improvements.
• Own Manage and administer 3^rd party vendors and processes providing services to the Service Desk unit. (eg Zendesk)
• Manage and administer the Ticket management system and Service desk phone system and other resources used to deliver the Service Desk.
• To ensure compliance with ISO27001 policies and procedures and promote a continuous service improvement attitude to all activities.
• To ensure a Customer-Centric mentality within the team, encourage ownership and improvement as a positive personality trait.

Required Skills:

• Degree level Business Management, Computer Science or equivalent.
• Excellent customer service experience in critical business situations is essential.
• 8 years + experience working in technical service desk delivery projects or technical customer services.
• Experience using and administrating Zendesk or equivalent Service Desk Management software highly desirable.
• Experience with writing and negotiating customer Service Level agreements highly desirable.
• Well versed in established IT type processes/methodologies.
• Working knowledge of GSM/LTE cellular networks is highly desirable.
• Experience working within a Mobile Network Operators Service Desk environment would be highly desirable.
• Self-motivated with a strong desire to learn new technologies.
• Excellent communication skills, written and verbal, with an ability to articulate complex matters at the right level is essential.
• Strong user experience with key applications within the Microsoft Office suite especially excel is essential.
• The ability to resolve problems, understand complex situations and most importantly, a desire to deliver a high level of customer service.
• An appreciation of IP Networks, networking concepts and technology is desirable.
• The ability to manage customers as well as internal teams, to meet contractual Service Level Agreements or agreed expectations.

We are looking to recruit a QA Engineer to join our fast-growing, industry-leading technical team which is based in our Guildford head office (currently remote working due to Covid19).

This is an exceptional opportunity to become part of a fast-paced and rapidly evolving, global IoT organisation with huge growth and many exciting projects and ventures in the pipeline. Our tight-knit community allows you to build new skills, strengthen your expertise and develop cross-industry skills as our growing business presents new opportunities for you to own and run with.

Role requirements:

• Work as an Agile Scrum Team Member within geographically distributed teams.
• Contribute to multiple interrelated projects at the same time.
• Produce ST, SIT, UAT test coverage for user stories.
• Test Complex WebUIs, APIs and Databases hosted on AWS Cloud and On-premise infrastructure.
• Coordinate and collaborate with BA, Dev, Dev-Ops, Test teams effectively to deliver the story points on time.

Experience Requirement

• At least 5 years’ experience in testing modern WebUI and API applications hosted on AWS Cloud.
• Experience of working with Agile Scrum teams.
• Ability to write excellent test coverage for ST, SIT and UAT user stories.
• Previous IOT/Cloud migration project experience.
• Experience of working with Jira and/or other modern story management tools.
• Expert in MS Office 365 productivity tools.
• ISTQB Certified Foundation Level Tester – Must
• Previous API (REST/Soap) automation testing experience with SoapUI/ ReadyAPI/ Postman/REST Assured – Desirable.
• Previous WebUI automation experience with Selenium/ Cypress /any other commercial automation tools – Desirable.
• Programming knowledge in Java/Python/Groovy/Java script – Desirable
• Self-motivated, proactive individual who can work with minimal supervision.
• Excellent oral and written communication skills.
• A team player with excellent interpersonal skills.
• Can work with conflicting priorities and tight deadlines.

Eseye has an opportunity for an Application Support Engineer within its existing Operations Team based in Guildford. Working closely with the development and support teams, responsibilities will include the day to day support, management and maintenance of the existing suite of bespoke applications and services.

You will initially spend most of your day working within our on-premises Production environment and, as applications gradually transition to the cloud, this will become a stronger area of focus. This is not an infrastructure focussed role, although experience in that area would be advantageous.

A typical day will involve assisting the Support team with 3rd line escalations, making use of your debugging skills to identitfy and resolve often complex issues. You will work with our development teams to ensure applications work as designed and, where they inevitably sometimes do not, you will support them with the information or code changes they need to put things right. As new code is scheduled for release, you will perform controlled deployments and work with our QA team to ensure things go smoothly. Where third party issues are identified, you will work with suppliers and partner organisations to pinpoint and remediate these.

Once up to speed, you will have the opportunity to join the Operations on-call rota (with compensation) in order to support the business through major incidents that may occur out of hours.

This role is normally office based however, in line with current government guidance, employees are encouraged to work from home where possible. A transition back to office working is expected next year.

Eseye’s services are deployed across our multiple international Datacentres and increasingly expanding into the cloud. Your goal is to ensure 24/7 service availability and to optimise performance by continually proposing and implementing service improvements.

Required Skills:

• Pragmatic problem solver with excellent troubleshooting skills
• Ability to debug applications at code and network levels
• Strong Linux OS experience
• Working knowledge of networking technologies;
• Packet capture analysis with Wireshark or similar
• Ability to understand and write code in PHP and Python or similar scripting languages
• Familiarity with MySQL

Advantageous:

• Knowledge of mobile network technologies and concepts
• Clear written and verbal skills
• Git and Subversion knowledge
• Experience with deploying software
• Experience with Nagios or Nagios based monitoring systems
• Experience with VMware ESXi hypervisors

We are looking to recruit a Business Development Representative (BDR) to join our fast-growing, industry-leading EMEA sales team. This is an exceptional opportunity to become part of a fast-paced and rapidly evolving, global IoT organisation with huge growth and many exciting projects and ventures in the pipeline. Our tight-knit community allows you to build new skills, strengthen your expertise and develop cross-industry skills as our growing business presents new opportunities for you to own and run with. Everyone at Eseye is encouraged to innovate, contribute ideas and discover solutions as an important part of our constantly expanding world-class team.

Working within the Eseye sales process, you will be the internal link between the Marketing and Sales elements of the process. Your role will be to seek new business opportunities through thorough lead qualification (inbound) from the marketing team and by contacting and developing relationships with potential customers (outbound) via targeted prospecting and account-based selling. Once qualified you will work to hand over these leads to the Enterprise sales team to take them through to close.
The role is full-time, currently home-based, reporting directly to the SVP Marketing based in the UK.

Role Requirements:

• Qualify leads from marketing to meet the definition of a Sales Qualified Lead (opportunity identified) to meet monthly SQL targets
• Target and contact potential clients through outbound cold calls, emails, digital (sales prospecting)
• Perform desk research to build target prospect lists based on target criteria provided working with External sales team
• Accurately present our company to potential clients; identify client needs and suggest appropriate products/services
• Proactively seek new business opportunities in the market
• Report results to the SVP Marketing (weekly/monthly/quarterly)
• Stay up-to-date with new products/services and new sales offerings
• Manage incoming sales enquiries via our phone line/website.

Skill / Person Requirements:

• 2+ years’ experience as a Business Development Representative, Sales Development Representative, Internal Sales Account Executive or similar role (ideal)
• Hands-on experience with multiple sales techniques (including cold calls)
• Track record of achieving lead qualification or sales targets
• Understanding of sales performance metrics
• Experience with CRM software (e.g. Salesforce)
• Familiarity with MS Excel (analysing spreadsheets and charts)
• Excellent communication and negotiation skills
• Degree Level education
• Needs to be resilient, reliable and determined
• Mature, hard-working with a keen attention to detail and willingness to roll their sleeves up
• European language skills is a MUST

Providing an excellent customer experience delivered by our tech-savvy but customer and process-orientated Service Delivery Team is key to our success. With substantial projected growth for 2021 onwards, we require an experienced Service Delivery Manager to deliver consultancy and drive project management across a range of existing and upcoming IoT projects. The role would be primarily home-based, with occasional travel to correspond with other Eseye team members or customers as required. If you are forward-thinking, self-motivated and process orientated with a drive for learning new technology and a strong customer service ethos, then we really want to know.

Responsibilities:

• Supporting the delivery of Eseye customers’ key business objectives, by making the “connectivity problem” disappear.
• Working with the customer management and technical teams, so that all necessary actions are taken to ensure a successful project deployment.
• Developing and improving on new and appropriate Project Management processes suited to Eseye, to ensure streamlined project delivery.
• Supporting Eseye’s commercial account teams during project deployment.
• Working with the Eseye technical consultancy teams during the device onboarding phase.
• Being a key customer advocate within Eseye.
• Escalating and managing through problems to Operations or Development teams.
• Providing supportive commercial and technical interfaces to existing customers and pipeline business.
• Providing training to customers’ logistics/operational teams on SIM Management using Eseye’s SIM Management portal.
• Providing appropriate training to the customers’ support teams on how to triage and report connectivity problems.
• Providing standardised technical reports as well as regular status reports on project progress to Eseye management and exec teams.
• Assisting the sales administration, accounting, and billing teams to document the ordering and invoicing processes.
• Ensuring timely delivery of SIM stock via standard dispatch processes.
• Working with the technical consultancy team to ensure all Service configuration settings are correct to meet the customer needs.
• Producing and managing project risks as appropriate.
• Documenting the solution to assist and support other Eseye teams.
• Transitioning the support of the project from Service Delivery into the Service Desk and Customer success teams.

Required skills:

• Degree level Business Management, Computer Science or equivalent.
• 10 years’ + experience working in Technical delivery projects or Technical customer services.
• Well versed in established Project Management processes/methodologies.
• Experience delivering paid consultancy is preferable.
• Strong Experience within an IT Service Delivery project environment is essential.
• Extensive experience working in complex Industry projects, ideally in a Telecoms or communications environment.
• A working knowledge of GSM/LTE cellular networks is highly desirable.
• Experience working within a Mobile Network Operators Service Delivery environment would be highly desirable.