Ark Workplace Risk is a consultancy and software company providing market-leading solutions in Operational Risk, Compliance and Safety to major and global organisations primarily within the Property, Financial Services, Services, Tech, Logistics, Healthcare and Hotel & Leisure markets for over 25 years. Our goal is to deliver a measurable benefits for our clients through innovation, partnership and customer success practises.

QUOODA^® is our Operational Risk, Compliance and Safety software platform. Simple to implement and fully adaptable to meet your organisations evolving future demands.

Our refreshingly different approach results in high long-term client satisfaction. Our approach is grounded in real-world experience, deep in thinking about multi-dimensional challenges, collaborative in partnering with clients and pragmatic in thought leadership about what matters most in the sector.

About the Role

If you have a passion for driving success and thrive in a dynamic environment where solving complex client problems is of greatest importance, we want you to join our team. This is not just an opportunity to work with mid to large clients on their safety programs, but to truly make a difference and have a positive impact on their success.

As a senior member of our Customer Success Team, you will report into the Director of Risk and Compliance, and be at the forefront of our client interactions, serving as a Trusted Advisor and problem solver. You will work alongside a group of dedicated professionals who are equally committed to continuous improvement and driving change.

In this role, your ability to provide innovative solutions and troubleshoot effectively will be critical. You will have the autonomy to lead and manage external relationships while also being the hub of our internal operations. Your role will be pivotal in ensuring client satisfaction and driving their success.

The Ark Customer Success team operates with a strong sense of collegiality and support. We work together as a team, leveraging each other's strengths and expertise to deliver exceptional service to our clients. This role offers a high level of autonomy and leadership opportunities, following the Ark Customer Success methodology of Purpose, Mastery, and Autonomy.

If you are ready to take on the challenge of solving complex client problems, driving success, and making a real difference, we invite you to join our team and be part of our journey towards excellence.

Key Responsibilities Include;

• Implement client projects and programmes with high-level advocacy whilst delivering of the Ark Way.
• Designing management reports and predictive analytics for clients.
• Create, deliver and oversee health and safety management objectives and delivery plans implemented by Professional Services to achieve customer success.
• Create customer success by designing a highly configurable digital software enterprise platform.
• Assist the Director of Risk & Compliance to implement clients’ safety projects.
• Undertake gap analysis of processes for improvement and better management.
• Design, maintain and improve safety capabilities and systems for the clients.
• Identify and implement client initiatives and new ways of working.
• Prepare and document technical requirements, proposals, schedules and client interactions.
• Preparation of scopes and methodologies to support sales including liaison with technical team and the clients.
• Respond to technical concerns and problems, ensuring smooth implementation and ongoing management.
• Communicate with clients and internal teams to explain technical matters, products and implementation schedules, and take briefs as required.
• Adopting the role of Trusted Advisor so that our clients have confidence, resilience, and can thrive
• Providing decision support to clients: strategically as well as on day-to-day matters
• Preparing and providing information and Business Review Reports in support of the clients' goals
• Creating compelling presentations to communicate ideas, plans, reporting tools and software user journeys
• Working with the software support team to achieve clients operational and strategic goals
• Arrange regular client meetings to discuss their requirements and their ongoing contract as part of the customer plans.
• Demonstrate software product or prepare pilots for demonstrating professional services capability.
• Stay up to date with new capabilities, features and product launches and provide valuable product feedback to management.
• Provide corporate management advice (Management Systems and Auditing) as required.

 

To Apply, You Will Need To Be Able To:

• Work strategically and engage our clients at the highest levels
• Develop, maintain and retain your client accounts
• Share and collaborate with your team
• Gain trust and be a trusted advisor
• Create proposals for solutions, Health and Safety scoping documents and advisory papers that are suitable for the audience and convey the message efficiently and effectively
• Simplify complexity through articulate and well-positioned communication
• Stand your ground on advisory matters whilst giving the client confidence and engaging them throughout, be a Trusted Advisor
• Influence and persuade the client through providing a compelling argument and options
• Build professional relationships with clients and colleagues for the purpose of achieving goals
• Create solutions addressing the wider issues at play and the potential impact on our clients
• Manage our clients proactively, identify problems and pre-empt any issues
• Use Word, Excel, PowerPoint, Office365

 

The Ideal Candidate Will Have:

• Qualifications in H&S and fire safety, including membership of a recognised industry body e.g., CMIOSH or MIIRSM
• A strategic and goal-orientated mindset with the ability to lead, engage and manage client accounts and delivery programmes
• An ability to convey information and simplify it for clients
• An ability to learn new topics quickly 
• A passion to succeed, and a love of winning
• Drive to build successful client portfolios and deliver the Gold Standard of service and solutions
• At least 5 years’ experience in a client-facing role that included advising clients on their health, safety, and fire safety objectives on a programme level, helping them to make the right decisions and supporting them with execution
• 2 years’ experience in an in-house role would be advantageous "to walk in a client's shoes"
• Experience with taking a requirement and preparing a proposal through to brief across complex assignments

 

Job Specifics

We are offering a competitive package subject to qualifications, skills, experience, qualities and location. The role is full-time 8.30 am to 5.30 pm Monday to Friday with hybrid working, meaning you will be required to attend our London office from time to time. You will also be required to attend meetings at client offices as well as client social evenings.

 

Next Steps

Send your CV to our specialist Talent Team by completing the form on this page and we will be in touch within seven days.

If you believe this role might not be suitable, we still want to hear from you. We are always on the hunt of talent and often hiring for various roles that might be more suitable.

 

About Ark

Ark is a market leader providing an innovative suite of; Professional Service Solutions, Outsourcing and future-proofed Software and Analytics to mid/major organisations in the UK. With over 500 global and premium brands trusting Ark to deliver Risk, Compliance and Safety.

We are committed to Equality, Diversity & Inclusion (ED&I) for everyone. All applicants will be treated fairly and without prejudice. No one will receive less favourable treatment or be discriminated irrespective of the following protected characteristics: Age, disability, gender reassignment (and identity), marriage and civil partnership status, pregnancy and maternity, race (including colour, nationality, ethnic or national origins), religion or belief, sex (formerly gender) and sexual orientation.