About the Role
Customer Solution Consultant 3
Remote – U.S.
Overview
The Senior Customer Solution Consultant is responsible for ensuring the engagement of prospects and customers during the sales lifecycle as well as providing continuity for the customer as well as the solution from pre-sales to post-sales implementation.
What you will be doing
- Act as the primary lead for complex engagements
- Operate as the Global Services representative to work collaboratively with Sales in order to provide a Services estimate and proposal for complex engagements.
- Partner with Sales team and guide the development of discovery questions and differentiators
- Lead onsite discovery meetings, establish requirements, formulate delivery strategy, and develop the proposal/Statement of Work (SOW)
- Collaborate with Sales team and formalize the customer solution proposal based on business requirements defined during pre-sales discovery
- Ensure customer solution proposal represents the company solution delivery best practices
- Work directly with Sales team to understand customer’s critical business challenges, imperatives, and constraints
- Generate services proposal for opportunities, owning the process from after the RFS is entered through the delivery of the final proposal to Account Manager
- Manage the overall vision for the solution; educate customer and ensure comprehension on all aspects
- Participate in transfer of pre-sales knowledge to the project team; establish internal kick-off meeting and remain engaged in post-sales process
- Manage scope and pricing for the customer throughout the entire contracting process
- Analyze trends in pre-sales and post-sales; develop recommendations on refinements to best practices, proposals, and pricing tools with the goal of mitigating risk and making solutions repeatable; escalate finding and implement as appropriate
- Work with account managers and Project Managers on identifying emergent customer sales and services opportunities
- Work closely and proactively with product management to own best practices, proposal language, and pricing for emergent features and solutions
- Be an owner for developing and refining knowledge on other implementation practices
- Take proactive measures to identify and improve internal efficiencies and grow knowledge of the team; remain current on best practices and market trends
- Provide guidance and support to other team members
- Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy
What will make you successful
- Bachelor’s Degree
- Experience with enterprise class deployment OR Enterprise Content Management
- Experience with software implementation methodologies
- Microsoft Office software proficient
- Master situations or information easily and quickly with limited direction or training
- Highly organized and experienced at successfully multi-tasking
- Ability to establish rapport and gain the trust of others; effective at gaining consensus
- Ability to develop and use engaging, informative and compelling presentation methodologies
- Strong at gaining consensus across multiple departments and leadership levels
- Attention to detail, as demonstrated regularly by verifying all work thoroughly to ensure accuracy. Ability to recall and apply specific facts quickly
- Able to thrive in a fast paced, deadline driven environment
- Speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audience
- Self-motivated with the ability to manage projects independently to completion
- Ability to write concise, logical, grammatically correct documentation
- Strong collaboration skills, applied successfully within team as well as with other areas
- Average travel requirements for this job is 30% annualized, yet unique circumstances with customers may require more travel.