Customer Consultant (R-17430) Contract

Key Responsibilities:

• Own onboarding and implementation activities and work directly with customers to enable them to get up and running on new solutions as close to the point of sale as possible. Make sure customers understand the product, training options and can successfully use the product as a result of engagement during onboarding process.  Conduct check-in with customer to review use of the solution within 30 days of onboarding and implementation.
• Provide value add services and identification of continuous improvement initiatives. Customize best demonstrated practices to satisfy specific goals and outcomes. 
• Be the point person for customer assistance during the onboard phase. Act as solutions expert to triage and coordinate resolution on difficult situations. Contribute to the team’s success by creating and/or updating documentation, team processes, and knowledgebase.
• Collaborate with customers and account team in a professional manner to ensure successful completion of onboarding of the customer.  Own setting customer expectations for ongoing support and the successful transfer to the team who will own the relationship with the customer post onboarding through renewal.
• Communicate status to customers and internal team members, updating Salesforce with status, escalating issues and asking for help when needed. Leverage tools such as project plans, RAG status reports and weekly synopsis reports to manage and communicate project status to all levels of Customers’ organizations.  Provide input to Lines of Business for product roadmap.
• Ownership to resolution of roadblocks that are inhibiting successful use of the purchased solution during the onboarding and implementation phase.

Key Requirements:

• Bachelor’s degree and a minimum of 8 years of related experience.
• Strong project management skills, with proven ability to manage several complex projects simultaneously.
• Solid logical thinking, problem solving, customer focused, high attention to detail, analytical and time management skills.
• Results-oriented individual, able to handle multiple and/or complex priorities in a fast-paced, dynamic environment.
• Ability to train and transfer knowledge and skills to customers as well as more junior members of the team.  Be on forefront for product changes and continued learning.
• Proficiency in data and match analysis. Understanding of external data related to finance and quote to cash use cases. Ability to view, extract, transfer, store, recall and manipulate data files.
• Strong team building skills. Ability to encourage and enable people to work together as a team and effectively manage conflict resolution to drive a successful outcome.
• Strong verbal, presentation & written skills required, with the ability to communicate to a variety of customer audiences.
• Proficiency in Microsoft Office Suite.
• Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
• Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
• Where applicable, fluency in English and languages relevant to the working market.