At Elementz, every day brings fresh challenges and opportunities to make a real impact on our clients. Our team is always putting the customer first, helping them get the most out of our subsea integrity management software.
In this A Day in the Life feature, we’re sitting down with Mark, our Lead Customer Operations Engineer, who’s at the forefront of ensuring our clients’ data needs are met and their systems run smoothly.
Let’s follow Mark through a typical day in his role…
As the lead of the Customer Operations team, I’m often on the frontlines with our clients. My role revolves around helping them with data issues, troubleshooting system hiccups, and guiding them to make the most of the software. My day usually kicks off early, especially when I’ve got a meeting with one of our Australian clients.
After I’ve fed and dropped off my youngest daughter at school, I jump into checking emails and Slack to see if there’s anything urgent that needs attention. Then, I go over the service desk to check for any new tickets or updates on existing ones.
At Elementz, we’re all about teamwork. Every morning, we have a quick standup with the Customer Operations and DevOps teams. This is where we map out the day’s tasks and prioritise any issues, particularly those from our overseas clients. Our product runs 24/7, so it’s essential to make sure everything is up and running, no matter the time zone.
I also get updates from the heads of the teams on the client migrations I’m overseeing to stay on track for any upcoming progress meetings.
By mid-morning, I take a breather with a cup of tea, some toast, and a throwback 90’s indie playlist. My day’s flow can vary depending on what’s logged in the service desk, but one thing I always do is demo the system features to clients. It’s so rewarding seeing them get the hang of the software and knowing they’re using it to its full potential.
I also lead monthly training sessions for users of our system. There’s something special about seeing clients gain confidence in the software as they start using it regularly.
Part of my role is to look into any issues clients might be facing. When they log a bug, I’ll replicate it and work with the development team to figure out whether it’s a system issue that needs their attention or a data-related problem I can sort out myself.
By lunchtime, I’m ready for a sandwich (or pizza if I’m in the office) and of course, an Irn Bru to keep me going through the afternoon.
Afternoons tend to be heavy on SQL scripting. I spend a lot of time writing scripts to fix data issues or set up the system for new client setups. I regularly chat with our Head of Product to discuss the best ways to handle data and solve any challenges.
Once I’ve picked up my daughter from school, I head back to work. The afternoon usually involves testing scripts in our Staging environment before pushing them to Production. Once everything’s set, I inform clients about the updates and any changes that are live.
Throughout the day, I keep an eye on Slack for any new issues that might pop up. There’s always something to stay on top of!
Before I call it a day, I check my diary for meetings and training sessions the next day and make sure I’m prepped for them. Then, I head out for a run with my running club – sometimes up to a half marathon if I’m training for an upcoming race.
After a good run, I head home to dinner and spend time with my wife and kids before winding down with some TV.
If you’re interested in learning more about our solution, book a demo and experience the software firsthand.
