Oliver Wyman

**WHO WE ARE**

Oliver Wyman is a global leader in management consulting. With offices in 50+ cities across nearly 30 countries, Oliver Wyman combines deep industry knowledge with expertise in strategy, operations, risk management, and organizational transformation.

Retail Elements is a new kind of team within Oliver Wyman: an internal product startup that blends a strong engineering culture and an obsession for creating products that deliver the world’s biggest retail impact. Our suite of retail tools empowers merchandising teams to address complex analytical challenges and make the most important commercial decisions at the heart of every retailer: optimizing assortments, promotional programs, and pricing strategies. Simply and brilliantly.

**THE ROLE**:C**LIENT SUCCESS ANALYST**

We are currently deploying our tool suite to exciting new clients in Asia. We expect this client to be the first of many in this region and are now planning to establish a support team in the region to provide customer success and maintenance services to this initial cohort of clients.

We are looking for a versatile analyst to contribute to this initiative as we extend our current client success function from its current European base into Asia, onboard these first clients and continue to build out and consolidate the function in the region.

Reporting to the Client Success Lead for the region you will ideally possess a mix of technical and client facing skills. You will develop a close understanding of how our clients use our tools you and working closely with the Client Success Lead will leverage strong analytical and technical skills to quickly and efficiently triage, diagnose and address causes of issues arising.

**Key Skills**:

- Empathy with the end-user, understanding how they use our products, ability to quickly triage and diagnose issues arising.
- Excellent communication skills, ability to communicate complex and often technical topics to business users in a way they’ll understand.
- Organized and process orientated, ability to follow and contribute to processes that will be repeatable and will scale.
- Ability to determine the root cause of a given issue and make trade-offs between tactical and more strategic fixes.
- Experience in customer service or support roles a distinct advantage.
- Languages: Good command of English. Mandarin and Cantonese will be a plus.

**Technical Skills**
- A background in software engineering, BI development, data science or data engineering or related discipline.
- Strong SQL skills including any experience of performance tuning
- Experience in Power BI, Tableau or equivalent.
- Experience with Python for Data processing (tidying, manipulation, analysis)
- Ability to conduct root cause analysis on incidents.
- Experience with ticketing and service desk management systems such Salesforce, JIRA or equivalent.
- Experience in any of the following will be beneficial:

- Cloud Platforms: Azure/AWS
- Database Platforms: MSSQL, Azure Synapse
- DevSecOps tools: Kubernetes ,Docker, Rancher, Jenkins
- Agile software development practices

**Responsibilities**
- Assisting the Client Success Lead in providing technical support in line with the client Service Level Agreements
- Technical responsibilities will be hands on and includes:

- Supporting client-facing communications and tracking resolutions to any User issues raised, and according to service level agreements
- Creating, updating, performance tuning, and troubleshooting database queries and procedures
- Performing root cause analysis on issues as they arise. Suggesting or implementing proactive steps to prevent future incidents.
- Work with EU based product teams and to support a regular cadence (daily/weekly) of touch points to sync on priorities for Asia based clients.
- Assist the Client Service lea in performing regular tracking and provide updates to both Retail Elements and Client stakeholders as to the performance of the solution.

**WHAT WORKING HERE IS LIKE**

Our team is distributed over several countries, with a center of gravity in the UK and Ireland. We believe that by mixing our diverse backgrounds and experiences with the ingredients below, we have a recipe for building great products.

**Culture**: We are large enough to organise ourselves around a line of four products, but small enough that we all know each other well. We are all team players first and foremost and that results in a strong and inclusive team culture. We are in this team because we love working together, we love learning and improving how we do things, we love building stuff.

**Impact**: Our team is growing fast to deliver on ambitious plans to bring our product suite to the largest retailers on the planet in collaboration with Oliver Wyman’s Retail and Consumer Goods practice. This is an opportunity to do something different than almost anywhere else: work in multi-disciplinary teams to build great products, and at the same time see up close th