Description

SUMMARY

The Solution Consultant works directly with customers to understand customers' business processes to mold around the functionality of our current software. The Solution consultant will provide feedback and train customers to use our software utilizing industry standard best practices. The Solution Consultant will work directly with customers to train, test and deploy them onto the Service Pro platform. In addition, this role will review business requirements for new prospects and provide feedback to the Sales team regarding roadblocks or guidance regarding whether a customer will be successful utilizing our software based on their business needs. The Solution Consultant will also work with our implementation partners to train, guide, and assist in solutioning potential challenges they might run into. This role reports directly to the Manager, Solution Consulting.

In this role, this individual will operate with a large degree of autonomy within the team. This role will demonstrate a high level of self-sufficiency with minimal guidance from the Manager, Solution Consulting. The Solution Consultant will serve as a leader within the organization and a mentor to their peers, satisfactorily meet deadlines and project deliverables, and manage challenging client interactions or escalations. 

AREAS OF FOCUS

Implementation
Oversee, coordinate and lead software implementations for new and existing customers, including developing schedules and meeting important milestones.

? Hold accountability for measurable indicators of customer satisfaction with product use and implementation process. Quickly assess and communicate customer business and application requirements and assist in the development of Statements of Work.

? Develop application configuration to meet those requirements and produce process flow diagrams and mapping along with other documentation supporting the customer solution.

? Achieve high levels of utilization and customer satisfaction for value add.

? Meet all required SLA’s for On Time Delivery.

? Scope out and provide Level of Effort details for different solutions or processes.

? Aid the development of departmental documentation and processes.

? Collaborate with Solution Engineering to ensure continuous improvement from Sales to Professional Handoff with new deals.

? Develop and manage Functional Design documents for potential Customer Commitments, Reports, or Alerts.

? Provide succinct ongoing status updates and escalate as appropriate to ensure an on-time and under-budget completion.

? Manage multiple concurrent projects to completion.

? Improve business efficiency through contribution to standard implementation methodologies and working procedures.

? Understand and document customer requirements for development by self and/or other team resources.

? Develop specifications for Business Intelligence solutions to be developed by our Technical Services team using myriad tools including HTML, Java, PHP, SQL, Crystal and SSRS.

? Roll out and train customers on any additional addon products customers may purchase on their contract

? Develop generic test scripts (written) for customers to utilize to “pass” their UAT testing.

? Take on training engagements from cross functional teams and customers.

? Demonstrated command of field service industry best practice business processes, key performance indicators, and operations related to enterprise resource planning (ERP) tools utilized.

Software Training

? Assess customer key requirements.

? Tailor a custom demonstration with data in a short period of time that reflects customer’s business needs while utilizing industry best practices as the standard.

? Install and configure multiple existing and emerging technology solutions including rich client applications, web portals, alerts with email integration in both hosted and on-premise deployments.

? Perform recorded live software training via a webinar format.

Customer Support

? Work directly with customers and developers to troubleshoot and ultimately provide training, bug-fixes or new project scope.

? Keep customers informed on progress for their open items.

? Utilize Customer Success journey tool to record interactions. 

? Ensure timely follow up for long running issues.

? Work directly with customers and maintain effective working relationships.

? Act as primary escalation point and resolve issues as they come up effectively.

Requirements

Professional Requirements:

? Bachelor’s degree in CIS, Business, or related field

? 2-3 years working as a Solution Consultant, Technical Project Manager, or related field

? Ability to work successfully on a team comprised of multiple customers, internal teams and partner resources

? Excellent interpersonal, written/verbal communication and organizational skills

? Fantastic attention to detail

? Strong time-management skills and abilities to communicate deadlines and dependencies

? 3 or more years’ experience with Microsoft Office and presentation tool skills

? Proactive self-starter and self-motivator with a record of producing results with minimal direction

? Ability to quickly and efficiently ramp up on our product to start leading projects

? Skilled at reporting across the full spectrum of stakeholders: cross-functional peers, Manager, Professional Services, Senior Leadership team, or customer stakeholders.

Additional Desired Skills:

? High technical aptitude and curiosity 

? Skills as a lead project manager, business analyst, or sales engineer for B2B software

? Familiar with collaboration tools such as: Google Apps, Slack, Zoom

? Experience with demonstrating mobile applications

? Exposure to field service industry operations as a Dispatcher, Service Manager, Field Service Technician, or other

? Exposure to business-to-business SaaS applications like Salesforce.com or NetSuite

? Exposure to a variety of technical skills including SQL, APIs and other integration methodologies

? Commitment to and sense of urgency for project timelines

? A “get it done” attitude