Job Title

About the RoleYou will assume a key strategic role on Zelras Senior Leadership team and be responsible for leading a team to deliver key results. You will have direct responsibility for Professional Services, Customer Support, and Relationship Management functions for our customers within the Rail sector across the United Kingdom and Europe.You will ensure successful delivery of projects and ongoing support of solutions, maximising customer satisfaction, driving revenue growth, and contributing to the companys strategic direction. A core focus of the role is delivering value to our clients, transitioning project delivery into long-term partnerships, ensuring seamless handovers, continued engagement and client satisfaction.The most important duties of the role are:Contribute to the development and execution of Zelras strategy to achieve business objectives.Drive revenue growth by expanding professional and consulting services while supporting new product and customer sales to meet or exceed budget targets.Monitor the overall performance of the professional services and customer support engagements by tracking and analysing statistics and trends, providing reporting to the Senior Leadership Team.Manage risk across the UK/Europe business, ensuring compliance with company policies and legal guidelines.Build, lead and drive a team of professional service and customer support specialists who are empowered to deliver customer focused outcomes with professionalism, commercial awareness and urgency.Foster the personal and professional growth of the Operations team by setting scorecards, key performance indicators (KPIs), and Learning and Development Plans, regularly monitoring progress, and providing ongoing feedback, coaching, and guidance.Ensure the recruitment, retention, and development of the right talent in key roles, fostering a motivated, well-trained team to achieve business objectives.Establish and maintain effective links with customers, decision makers and key stakeholders to ensure that Zelra is providing services in line with customer expectations.Oversee customer implementations to guarantee on-time and on-budget delivery.Ensure accurate financial management of services engagements, monitor performance against forecast, agreed targets and budget, and actively drive monthly and quarterly review processes.Actively manage profitability of support contracts and suggest and implement strategies to improve profitability on key customer accounts.Work closely with the team to align with the statement of work and project plans, ensuring delivery expectations are agreed during pre-sales and prior to project kick-off.Support the sales team during tender responses including demonstrations, requirements definition, project planning and costing.Oversee the delivery of project work, including new implementations and enhancements, ensuring they are completed on time and within budget.Oversee the contracting process for new agreements and ensure project deliveries align with the terms of customer contracts.Oversee the Jira service desk to manage customer issues and requests, ensuring SLAs are met and reported on.About YouProven experience leading professional services or customer support teams within a technology services, rail operations, rail engineering or software company.Demonstrated experience in managing customer implementations and service delivery for enterprise-level clients.Strong financial and commercial acumen, with experience in budget management and revenue generation.Expertise in customer engagement, account management, and relationship building.Ability to manage complex projects, ensuring alignment with contractual agreements and business objectives.Strong analytical and problem-solving skills, with the ability to make data-driven decisions.Excellent leadership and people management skills, with experience in developing high-performing teams.Effective communication and stakeholder management skills, with the ability to engage customers, partners, and internal teams.Bachelors degree in Business, Management, Information Technology or a related discipline.Familiarity with project management tools (e.g., Jira, ServiceNow).Ideally, youll also bring:Bachelors degree in business, technology, engineering or a related field (preferred).Experience of public and private bidding and tender processes in the rail sector (preferred).Extensive knowledge of the UK rail eco-system, including its structure, funding, regulations, operational challenges, and key stakeholders (preferred).Experience working with major stakeholders and partners in the rail sector, understanding the economic drivers, specific needs of Network Rail, rail operators, and official bodies (preferred).About UsZelra is a leading provider of Rail software solutions that enhance train performance through real-time driver advice. Our Driving Advice System (DAS) is installed in train cabins across the world, providing precise and dynamic guidance to help drivers operate more efficiently.DAS delivers significant benefits, including:Reducing energy consumption by up to 15% per journeySupporting right-time running and preventing station overrunsMinimizing wear and tear by avoiding heavy braking and accelerationLowering the rail sectors carbon footprintZelra is part of Modaxo, the people-transport division of Constellation Software Inc. (TSX: CSU)a global technology leader with over $8 billlion USD in annual revenue. At Zelra, we value our people and foster a collaborative, inclusive, and balanced work environment where everyone can thrive.Want to Join Us?If you feel excited by the opportunity to join a growing network of global businesses, please apply now. We'd love to hear from you.