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Subject Matter Expert and Technical Consultant

2 months ago

Fort Walton Beach, Florida, United States Immersive Wisdom Full time
About the Role

We are seeking a highly skilled Subject Matter Expert and Trainer to join our team at Immersive Wisdom. As a key member of our organization, you will play a critical role in driving the adoption of our remote collaborative ops center platform.

Key Responsibilities
  • Develop a deep understanding of each customer's mission sets and operational processes to seamlessly integrate our platform into their workflow.
  • Serve as a lead customer interface during engagements, providing exceptional support and guidance to ensure successful outcomes.
  • Drive product adoption, renewal, and customer satisfaction by bringing value to customers every day, identifying opportunities to improve their experience and delivering tailored solutions to meet their needs.
  • Ensure all client needs are met, solving issues at the lowest level and knowing when to escalate for support.
  • Learn our Immersive Wisdom systems used to support and engage customers throughout the customer lifecycle, staying up-to-date on the latest features and functionality.
  • Proactively drive adoption and ensure ongoing client satisfaction and retention, maintaining accurate customer satisfaction and usage data on assigned customers.
  • Collect customer feedback and clearly articulate product recommendations for Immersive Wisdom product development, driving tactical efficiency and improvements for the Mission Success organization.
  • Willingness to travel and participate in customer-facing activities, representing Immersive Wisdom in a professional and courteous manner.
Requirements
  • Active Security Clearance (TS/SCI) required for this position.
  • Bachelor's degree or equivalent relevant experience in a related field, such as Department of Defense experience or client-facing or product experience with a strong interest in supporting customers in the DoD.
  • Familiarity with Enterprise Software, SaaS, or other technology-related experience a plus.
  • Creative, resourceful, detail-oriented, and highly organized, with outstanding communication and presentation skills.
  • Tech savvy with the ability to learn new software and CRM tools, and the ability to communicate complex concepts to a wide range of audiences, including technical and non-technical customers.
  • High level of accountability and the ability to execute on multiple and competing projects and deadlines, with a strong focus on delivering the best possible client experience.
  • Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment, with a passion for driving business value to customers through software development and new technology.
  • Proven development of excellent client relationship skills, with a strong work ethic and ownership of both company and client goals/objectives, focused on understanding, meeting and exceeding customer expectations.