Jemma

Senior Customer Service Representative

Why did you come and work for KnowledgePoint?
I came to work for KnowledgePoint because I wanted a more customer facing role that gave me the opportunity to help people and also improved my work-life balance

What are you best at in your role?
In my role, I feel I am best at creating relationships with customers and building a trust with them enabling the companies’ relationships to grow. This allows conversations with our customers to flow naturally

When do you get excited at work?
I get excited at work when I improve the customers experience with KnowledgePoint

Under pressure you are likely to?
Under pressure I am likely to work to strict timelines and ensure that I follow the work from the very start to the very end with a happy result from the customer

What’s your greatest achievement at KnowledgePoint?
My greatest achievement at KnowledgePoint is being promoted to a Senior Customer Service Representative

What’s your favourite part of the culture here?
My favourite part of the culture here at KnowledgePoint is the friendly atmosphere within the company. This means that when in need of help, I know I can approach the different teams but with familiar faces as well as all our teams grouping together to help one another

Why would you recommend working at KnowledgePoint?
I would recommend working at KnowledgePoint because of the trust amongst teams and the caring nature of the leadership team

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Current vacancies

Systems Administrator

A vacancy has arisen for a Systems Administrator to join the KnowledgePoint Systems team in an exciting new role

We are looking for a full time Systems Administrator who will maintain, upgrade, deploy and provide support for KnowledgePoint’s IT infrastructure. The Systems Administrator needs to be able to diagnose and resolve problems quickly and be available after hours to respond to priority incidents including performing updates / upgrades / migrations. You will be able to easily communicate technical concerns and solutions to many different people with varying degrees of technical knowledge as well as work with individuals in all departments to help solve their technical issues. The Systems Administrator is also responsible for assisting in the maintaining of our system infrastructure, including firewalls, physical and virtual server environments, testing computer equipment, installing and updating software, installing and rebuilding existing servers, as well as other processes.

 

The main responsibilities of this role will include:

  • Managing system infrastructure including servers, storage, switches, routers, firewalls, malware and other software and hardware.
  • Providing technical support for both hardware and software issues that may arise.
  • Monitoring the system daily and responding quickly to any security breaches or usability concerns.
  • Backing up systems and verifying that backups have been completed.
  • Regularly upgrading systems as needed.
  • Assisting in integrating new applications and technologies into the current system.
  • Completing and passing any required vendor exams, and managing and maintaining certification for these, ensuring that they do not lapse.

This is a responsible position which requires a positive attitude, a conscientious approach, and strong organisational skills, with the ability to work on your own initiative without close supervision. You must also be able to work under pressure as part of a busy team; be able to plan, prioritise, schedule and manage a number of tasks concurrently meeting set deadlines; be an effective communicator, building partnerships at all levels of the business; and be able to initiate and manage projects and tasks, utilising the available resource, and seeing them through to conclusion.

The ideal candidate will have the following skills/competencies:

  • Industry certifications including Microsoft (e.g. MCP/MCSE/MCSA), Networking (ideally Cisco CCNA or Juniper JNCIA), Virtualisation (ideally VMWare) and Storage (ideally NetApp NCSA-HC).
  • Proven ability to manage ServiceDesk requests to the accepted level.
  • Will have worked in ITIL environments and used Configuration Management Database and Change Management System.
  • Will be able to demonstrate an understanding of the role of IT in supporting the strategic objectives of an organisation.
  • Able and available to respond to priority incidents requests after hours.
  • Good knowledge of system security concerns and vulnerabilities.
  • An understanding of the principles of virtualisation.
  • Familiarity with Amazon Web Services or other public cloud technology.

Working Hours: 9:00 am to 5:30 pm, Monday to Friday, with agreed out of hours schedule

For further details of the role, please see the attached Job Description/Person Specification

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Production Line Co-ordinator

We are looking for an enthusiastic individual who has a good understanding of the leadership skills required to lead a team in all aspects of on-demand printing and finishing. The Production Line Co-ordinator is responsible for directing a small team ensuring that work packets are scheduled, produced accurately, efficiently and on time, meeting customer specifications and requirements whilst following Company quality control processes.

This is a responsible position, which requires a positive attitude, a conscientious approach, and being able to demonstrate good leadership qualities. You must be able to demonstrate excellent utilisation of equipment and resources to effectively maximise productivity. The successful candidates will provide support for the Evening Shift Supervisor and Production Manager and will work closely with them to promote co-operation and teamwork between all team members. The successful candidate must therefore demonstrate strong communication skills both written and verbally, and the ability to promote good working practices, ensuring consistency and high levels of competency within the team.

The main responsibilities of this role will include:

  • To provide checkpoint reports to the Evening Shift Supervisor and Production Manager at regular intervals throughout the shift to identify any risks or issues
  • To co-ordinate colour and black / white print to ensure work is scheduled in the most efficient way for print / finishing
  • To highlight inefficient working practices for improvement
  • To ensure KPI daily figures are input correctly and report on findings
  • To ensure the building is accessible and that all machinery is ready for Production
  • To ensure jobs ‘on hold’ are monitored and appropriate action is taken to resolve issues as quickly and efficiently as possible
  • To carry out effective shift handovers with outgoing and incoming shifts for your area
  • To deputise for the Evening Shift Supervisor in their absence, when required

The ideal candidate will have evidence of working in a manufacturing environment as part of a successful team, including having worked with print finishing and digital printers (e.g. Xerox Docutech, OCE VarioPrint). You will ideally have supervised others and have a Supervisory/Management qualification/training. You must also have an understanding of facilities/building security and responsibilities.

It is essential that you have worked as part of a busy team in a pressurised work environment; be able to plan, prioritise, schedule and manage a number of tasks concurrently meeting set and tight deadlines; be highly focused ensuring excellent attention to detail; be an effective communicator, building partnerships at all levels of the business; and be able to work on own initiative, understanding and applying the relevant levels of responsibility within the team.

You should also be computer literate (skills in Microsoft Word, Excel and email) and have an excellent attendance record.

For further details of the role, please see the attached Job Description/Person Specification

KnowledgePoint is an equal opportunities employer. KnowledgePoint is an ISO9001, ISO14001, and ISO27001 certified company and an Investor in People.

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Sales Manager

We are looking for a full-time Sales Manager to drive market adoption of the Company’s Content Services/Products and be responsible for revenue growth of these KnowledgePoint Services. The Sales Manager will take a global perspective on market opportunities and lead in the assessment and prioritisation of geographic as well as key market segments. You will also be responsible for the recruitment, management and enablement of new customers and have overall responsibility for the Sales team and existing accounts.

  • Leadership: Deliver strategic leadership for defining the commercial path to growth and profitability of Content Services and the establishment of an effective growth process and infrastructure. Develop collaborative working relationships within the organisation in pursuit of the Company’s overall business goals.
  • Marketing: Work closely with the Company’s Marketing team to develop a strategy with an emphasis on achieving market penetration and sales growth using a cost-effective customer acquisition and retention approach and market demand generation.
  • Sales: Develop and implement the Company’s Content Services sales strategy across key market segments to ensure that the Company identifies and optimises a clear path to aggressive growth. Assess, build and manage current or future channels capable of delivering on the Content Services Company’s growth objectives, to include insides sales, direct sales, enterprise sales and distributors.
  • Business Development: Originate, deliver and manage business development opportunities that are consistent with the Company’s strategy for revenue growth.
  • Manage: Provide support and assistance to the Sales team ensuring targets and objectives are met and improve the quality of service provided. You will ensure that all members are compliant with system requirements, are dynamic in their sales of services/solutions, and implementations are managed effectively and efficiently meeting set deadlines.

Key personal attributes:

  • Evidence of having met and exceeded new business sales targets.
  • Evidence of having managed a successful Sales team – leading to outstanding sales, management skills, and strong negotiation and analytical skills
  • Proven track record of key contact relationship management at senior level
  • Proven understanding of market challenges/opportunities across Academic and Commercial space
  • Proven expertise of Market research, with the aim of identifying new business opportunities
  • BS/BA or higher in Business, Marketing, preferred
  • Exceptional verbal, written and visual communication skills to include fluent presentation skills.
  • Highly driven, proactive individual able to deliver and stay focused on what is important in a dynamic business environment
  • Exceptional at working independently and creatively under goal and deadline pressures with excellent interpersonal skills

This is a responsible position which requires a positive attitude, a conscientious approach, and strong organisational skills, with the ability to work on your own initiative without close supervision. You must also be able to plan, prioritise, schedule and manage a number of tasks concurrently meeting set deadlines; be an effective communicator, building partnerships at all levels of a business; and be able to initiate and manage projects and tasks, utilising the available resource, and seeing them through to conclusion.

You must be highly focused ensuring excellent attention to detail, with the ability to draft professional communications in a business context. You must also be computer literate with a good working knowledge of MS Excel, Word, PowerPoint and CRM or similar customer management systems.

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Partner Development Executive

We are looking for a full-time Partner Development Executive who is successful in partner and channel management in multiple countries across EMEA, preferably in UK, Nordics, Germany and France. It is essential that you have a proven track record and network in one or more of the following industries: Gaming/Films/TV, AEC, Automotive, and AR/VR/XR.

The Partner Development Executive EMEA has overall responsibility for recruitment, management and enablement of new and existing Partners that are members of the Programs managed by KnowledgePoint Connect. These partners offer training in the IT sector and can be found in both the Academic and Commercial space.

You will also be responsible for generating commercial leads in the EMEA region (as noted above) and then converting these leads into Program Partners. You will also deliver events promoting the Programs to prospective partners across the EMEA region. Additionally, you will conduct market research to better understand the marketplaces/verticals where KnowledgePoint is active, enabling us to identify appropriate Partners.

Additionally, the Partner Development Executive EMEA is also responsible for creating positive and pro-active business relationships with existing Partners and Key Accounts with the aim of promoting sales of services, exceeding annual goals, objectives and expectations. You will ensure all Partners are compliant with Program requirements and are dynamic in their sales of services/solutions and implementation of courses and offerings. This role will require international travel.

Key personal attributes:

  • Proven track record of successful partner/channel management and winning business and new market development in the EMEA region, focus on UK, Nordics, Germany and France
  • Proven track record of key contact relationship management at a senior level
  • Proven understanding of market challenges/opportunities across EMEA, Academic and Commercial space
  • Proven track record and network in one or more of the following industries: Gaming/Films/TV, AEC, Automotive, and AR/VR/XR
  • Proven expertise of Market research, with the aim of identifying prospective Program Partners
  • BS/BA or higher in Business, Marketing, or Computer Science preferred
  • Exceptional verbal, written and visual communication skills to include fluent presentation skills in English, other languages are a strong plus.
  • Highly driven, proactive individual able to deliver and stay focused on what is important in a fast-paced, highly dynamic business environment
  • Exceptional at working independently and creatively under goal and deadline pressures with excellent interpersonal skills with a genuine interest in tech innovations

This is a responsible position which requires a positive attitude, a conscientious approach, and strong organisational skills, with the ability to work on your own initiative without close supervision. You must also be able to plan, prioritise, schedule and manage a number of tasks concurrently meeting set deadlines; be an effective communicator, building partnerships at all levels of a business; and be able to initiate and manage projects and tasks, utilising the available resource, and seeing them through to conclusion.

You must be highly focused ensuring excellent attention to detail, with the ability to draft professional communications in a business context. You must also be computer literate with a good working knowledge of MS Excel, Word, PowerPoint and CRM or similar customer management systems.

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Senior Marketing Executive

We are looking for an adaptable, well-rounded marketing professional to support our growing business mainly in the training services area. This role will have strong channel (to-through-with) focus, covers marketing operations, elements of product marketing, marketing automation and integrated communications. This is a very exciting and business creative opportunity to be part of a growing team and working with professional training companies and leading brands e.g. from the gaming, architecture and building information modelling software industries.

The Senior Marketing Executive will be instrumental in creating the channel marketing engine for the learning services distributor’s part of the business, build and follow through the marketing operations and support the creation of the underlying core marketing processes for the company.  The Senior Marketing Executive is responsible for:

  • generating customers expressing an interest in joining the Training Partner Programs managed by KnowledgePoint (including market research, creation of campaign strategies, content and follow through i.e. converting targets to leads, nurturing leads campaigns, etc) predominantly in EMEA
  • to recommend, select and implement the tools required for marketing 2.0 in collaboration with IT and supporting the implementation of long-term digital marketing strategy
  • contributing to the product marketing strategy and assist in building overall plan whilst acting on an interim basis on needs analysis, building messaging and perform market research

The Senior Marketing Executive will contribute in designing, executing, measuring and reporting (through-with) training channel marketing activities of learning products and solutions (courses, workshops, certification, etc).   This role will also contribute to the development of new marketing services/solutions provided to Training Partner Program members and supporting launches of subsequent new vendor training program launches and recruitment activities.  The main responsibilities of this role will include:

  • Planning and overseeing the channel marketing activities (to-through-with) mainly in EMEA. Creating and executing channel marketing campaigns to grow the number of training partners and pursue aggressive growth targets through the training partners
  • Profiling of the partners for establishing the integrated communications process and schedule for the channel.
  • Capturing and overseeing the implementation of the marketing requirements for IT and follow through the implementation of the services CRM to meet the evolving requirements from the businesses as well as creation of training content to support the adoption and implementation of the company owned open source CRM solution.
  • Partner Portal development and maintenance where enablement materials, news and other information will reside for partners
  • Developing and executing training channel communications partner materials, partner newsletter, webinars and digital sales toolkits and other enablement initiatives
  • Promoting best practise sharing of ideas and repurposing of marketing assets to benefit other regions/countries within the territory. Repurposing existing (vendor originated) messaging for training channel purposes (to-through)
  • Working closely with all aspects of the business to gather product and channel insights, and with the marketing team supporting brand development and experiential activities to support the development of the overall company marketing strategy and marketing budget

The ideal candidate will have the following skills/competencies:

  • BS/BA or higher in Business, Marketing, or Computer Science preferred
  • Proven track record of B2B (channel) marketing with indirect business model in IT/Technology sectors. Must have worked with Enterprise Networks, IT Training Marketing, Training Channel Development, Education Program Management or a related field segment
  • Proven track record of successful Marketing 2.0 campaigns (Social Marketing and Digital Marketing)
  • Proven track record of identifying primary target markets, developing lead generation strategies, integrated campaign strategies and measuring lead generation campaigns (with and through the channel) that include web, email, direct mail, advertising and events
  • Proven track record and network in gaming, platform, and/or mobile telcos as well as non-game verticals such as AEC, Academia, Creative, Automotive, Training and Simulation markets an advantage
  • Worked with Marketing Automation and CRM and in through-channel marketing automation (TCMA) is an advantage
  • Exceptional verbal, written and visual communication skills to include presentation skills in English, other languages are a strong plus
  • Hands on skills to leverage (or recommend to the business and willingness to learn) essential technological marketing innovations, solutions and platforms for following through effective campaigns and measure results (Twitter, LinkedIn, Slack, SugarCRM, Mailchimp, Google Analytics, WordPress)
  • Proactive, self-motivated and accountable individual able to deliver and stay focussed on what is important in changing business environment. Excellent interpersonal skills with genuine interest in tech innovations

Working Hours: 9:00 am to 5:30 pm, Monday to Friday.

For further details of the role, please see the attached Job Description/Person Specification

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