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Implementation Consultant

2 months ago

Cary, United States KERRIDGE COMMERCIAL SYSTEMS CORP Full time
Job DescriptionJob Description

Kerridge Commercial Systems (KCS) is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant, Automotive and Retail industry sectors, addressing single- or multi-branch operations, as well as catering for organizations with 'point-of-sale' showrooms and warehouse.

The Professional Services Department provides customers with a wide variety of services including the configuration of new software, consulting and customer training.

The primary role is the successful delivery of orders and projects enabling customers to use our Software Solutions to successfully run their day to day business. Activities include business discovery and requirements gathering, training and implementation/configuration of our products.

As a Subject Matter Expert (SME), you may also be required to take part in the sales process assisting with demonstrations, customer site visits and attending industry trade shows. You will work closely with other departments such as The Project Office, Provisioning, Support, Research and Development, Sales and Finance.

Key Responsibilities:

  • Customer Implementation
    1. Responsible for managing all phases of the software implementation process, including but not limited to:
      • Overseeing delivery of software
      • Development and scheduling of implementation processes and plans
      • Business requirements analysis (business process review), document results for implementation planning
      • Projecting budgeting and cost control
      • Implement data conversion and testing strategies
      • Assist customer with file setup as needed
      • Advise customers on the business processes and best practices related to our products
      • Provide onsite or remote training on system functionality
      • Ensure testing is done on converted files and that customer completes system pilot. Obtain customer signoff for move to production
      • Provide onsite or remote support during pilot and go live operations
      • Perform post go live support remotely through first month end
      • Manage individual implementation plans and report task and project status to management
    2. Provide support of the customer with the following:
      • Daily calls / emails during project implementation
      • Weekly calls / emails for continued support for a month after live operations
      • Quarterly calls / emails on an ongoing basis
    3. Control the account through meetings, emails, memos, updated task lists and implementation plans. Escalate issues as required to KCS management.
    4. Billing management, which involves the monthly review of billing reports and all invoices to the customer and assist when necessary in the collection of past due accounts.
    5. Analyze customer problems and needs and proactively proposes solutions.
    6. Ensure tracking of issues, change requests and risk on assigned projects. Own timely escalation of issues/changes to project management.
  • Custom Programming Request Task Management
    1. Responsible for defining, recording and managing customer requests for programming services with forms and project task system, including but not limited to:
      • Provide Business Analysis activities including requirements gathering, evaluate customer needs and formulate solutions
      • Defining the task
      • Work with Project Leader during the design phase, which includes database definitions and screens
      • Prepare Statement of Work
      • Development and definition of customer acceptance criteria
      • Monitor task estimates (both cost and timeline) versus actual through the design, programming and testing phases. Request re-evaluation approvals when necessary
      • Quality Assurance testing
      • Acceptance testing and review / acceptance by customer. Obtain customer signoff for move to production
      • Manage task delivery/implementation and training for customer
  • Keep informed of new product versions.
  • Complete assigned tasks in a timely manner.
  • Provide feedback to appropriate departments for improvement in product design and service quality.
  • Efficiently manage communications with client, local and remote project teams.
  • Act as an SME to other departments providing advices, guidance and assistance when directed.
  • Other duties as assigned commensurate with the post.

Key Requirements:

Essential

  • Computer Science, Information Systems or Business Management degree, or
  • Previous and demonstrable experience in successfully delivering complex ERP Systems.
  • Previous and demonstrable experience in requirements gathering, configuration, installation and training.
  • Business industry knowledge – preferably experience of one or more Distribution Markets in which Kerridge Commercial Systems operates
  • Familiarity with common operating systems (e.g. Windows, Linux) and applications such as Microsoft Office.
  • Excellent communication skills including skills in socializing ideas, influencing, facilitation and training.
  • Excellent customer service and customer facing skills to work alongside customers on and off site.
  • Ability to work under pressure with limited time, direction and guidance to complete tasks in a timely and accurate manner
  • Project a professional image at all times
  • Be adaptable and work as an effective member of a team
  • Be organized and manage workload efficiently in particular submitting consultancy documentation, timesheets, site visits, completing project check lists, and obtaining customer sign off for consultancy work undertaken
  • Work conscientiously and use own initiative
  • Ability and willingness to travel domestically and internationally.

Desirable

  • Working knowledge of business accounting
  • Exposure to standard project methodology and implementation activities.
  • Knowledge of IBM Power System OS, commands and subsystem functions.

Company Info

Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively.

Equal Opportunities

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.

If this role is of interest to you please apply online.

To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes.


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