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Implementation Consultant
2 months ago
Job 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
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 the 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 the first month end
Manage individual implementation plans and report task and project status to management
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
Control the account through meetings, emails, memos, updated task lists, and implementation plans. Escalate issues as required to KCS management.
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.
Analyze customer problems and needs and proactively propose solutions.
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
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 the 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 clients, local and remote project teams.
Act as an SME to other departments providing advice, 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 checklists, 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.
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