Solution Consultant

1 month ago

Kansas City, Missouri, United States Service Management Group (SMG) Full time

As a Solution Consultant, you will establish and maintain customer relations throughout the entire implementation lifecycle for new client and/or expansion launches. You will review contracts, summarize deliverables, and highlight complexities or customizations, and support clients in identifying CX success metrics, enabling them to measure ongoing value.
Why work at SMG?
SMG is a leading experience management (XM) provider, serving restaurants, retailers, and other location-centric consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history, SMG is uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies.
We offer our talent -

  • Work hard, have fun environment - We work hard to deliver a fulfilling, exciting workplace environment for each SMG employee. Our teams are composed of smart, talented, curious people who love a good challenge.
  • Ample opportunities to learn and grow.
  • Fully Remote, Contract or Fulltime position
  • Unlimited PTO
  • Diverse, experienced, friendly team which will welcome you, support you and challenge you.
  • We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company's success.

As a Solution Consultant at SMG, this is what you will do:

  • Design CX implementation plans and timelines, ensuring that all milestones remain on schedule and budget.
  • Develop solutions to customer complexities, including understanding the customer's objective and business needs.
  • Refine onboarding approach to optimize speed to market and maximize value realization.
  • Maintain up-to-date knowledge of our best practices and solutions and be able to clearly articulate business value.
  • Become an expert on SMG and quickly learn to demo and articulate the value of the solution.
  • Display customer empathy and earn trust by demonstrating business and process acumen.
  • Advocate for the needs of customers to leaders in different departments.
  • Demonstrate advanced SMG features and engage solution experts as needed.
  • Raise critical customer concerns internally and mobilize resources to resolve issues.
  • Assist with refining or writing training guides and documenting customer solutions for repeatability.
  • Work cross-functionally and participate in companywide initiatives beyond your day-to-day responsibilities.
  • Leverage your learnings and innovations working with customers to guide account teams which improve the experience for all customers.

You are a perfect match for the role if you have:

  • Bachelor's degree
  • 3- 5 years of customer-facing experience
  • Consulting or experience building relationships with executive leadership.
  • Impeccable customer services skills and ability to build positive relationships.
  • Knowledge of best practices in customer service and retention
  • Proficient with applicable software applications, specifically project management software (Asana, Workfront, Smartsheet, etc.)
  • Strong written and verbal communication
  • Strong aptitude for technical software products and navigating technical solutions.
  • Excellent organizational skills to manage multiple projects and priorities simultaneously.

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