Malvern Panalytical

Customer Support

• Make sound strategic and transparent tactical decisions
• Manage, motivate, develop, and maintain a group of geographically dispersed CS Engineers and other Customer Support staff
• Draft a CS strategy for the region
• Measure and improve the CS business along well defined Key Performance Indicators (KPI’s)
• Partner up with relevant groups within Malvern Panalytical to ensure efficiency and customer satisfaction
• Address all escalations in line with standard protocol
• Ensure that Customer Service processes are executed in line with the globally/regionally agreed policies
• Manage personnel activities such as performance appraisals, salary adjustments, hiring and termination of employees
• Monitor time sheets, expense reports, and time off requests

Customer Support Manager

Program Manager

• Streamline and continuously improve core sales processes, including pipeline management, forecasting, and lead management, to drive efficiency, consistency, and scalability
• Translate complex sales and marketing data into clear, actionable insights that inform decision-making and unlock performance improvements
• Own and evolve Salesforce governance, ensuring high data quality, strong user adoption, and alignment with global best practices
• Champion sales enablement by optimizing the use of tools such as CRM, Highspot, and LinkedIn Sales Navigator to empower teams and enhance productivity
• Partner with cross-functional stakeholders to deliver global commercial initiatives, including promotions and end-to-end Lead-to-Cash programmes
• Align sales pipeline activity with operational and supply chain capacity, enabling more accurate planning and improved customer outcomes
• Identify opportunities to remove friction across the sales journey, driving a more seamless and customer-centric experience
• Act as a key liaison between Sales, Marketing, Finance, and Operations, ensuring alignment, transparency, and execution against shared goals

Programme Manager – Sales Operations

• Lead and empower regional Customer Success teams to deliver world-class service performance, driving KPI achievement, operational excellence, and continuous improvement through effective use of tools such as Salesforce and SAP
• Collaborate closely with Sales Directors to align installations, service delivery, and customer engagement strategies that support revenue growth and timely order intake
• Champion customer satisfaction and escalation management, ensuring swift resolution of issues and proactive communication to maintain high NPS and customer loyalty
• Act as the regional hub of communication, providing a single point of contact between Sales, Finance, Senior Management, and local service teams to align strategy, share insights, and drive innovation across regions
• Ensure compliance and standardization of all Customer Success operations, processes, and Health & Safety initiatives, maintaining high standards across all service activities
• Monitor and manage financial performance, including revenue realization, productivity, utilization, and installation timelines, to ensure operational efficiency and profitability
• Foster a high-performing, engaged, and skilled workforce, supporting local managers with development plans, performance reviews, and cross-training to build a resilient and motivated Customer Success organization
• Drive strategic alignment and best practice sharing across regions, contributing to global Customer Success strategies, reporting progress, and identifying opportunities for growth, efficiency, and continuous improvement

Customer Services Director

Cloud Engineer

• Design and champion scalable, resilient, high‑availability cloud architectures across Azure and AWS.
• Define and execute a comprehensive Cloud Strategy and lifecycle, aligned with business and technology goals.
• Act as a trusted advisor, helping teams design secure, compliant cloud solutions that meet business needs.
• Establish, operate, and continuously improve cloud governance, policies, and controls.
• Partner closely with Cyber Compliance to ensure alignment with security standards and regulatory requirements (e.g. ISO 27001, NIS2, CRA).
• Lead a Cloud Governance Board, overseeing policy compliance, risk management, and continuous improvement.
• Ensure cloud environments comply with company policies including Cloud Security, Backup & Disaster Recovery.
• Embed security, resilience, and least‑privilege principles into architecture, automation, and operating models.
• Own the cloud budget, including forecasting, cost monitoring, and reporting by platform and consuming team.
• Create and maintain clear documentation covering architectures, operations, and workflows.
• Manage cloud platform providers and support partners, ensuring performance meets expectations and identifying alternatives where required.
• Coach, mentor, and upskill teams to operate confidently and independently in the cloud—without compromising governance.
• Share knowledge, promote best practice, and foster a culture of continuous improvement and learning.

Customer Support Manager

Programme Manager – Sales Operations

Customer Services Director

Cloud Architect – Governance Lead