Customer Engagement Consultant

1 week ago

Seattle, Washington, United States Targeted Talent Full time
Position Overview

Role Summary

The Client Success Specialist will play a pivotal role in ensuring our clients achieve their desired outcomes through effective project management and support. This position requires a proactive approach to client engagement and a strong ability to manage multiple projects simultaneously.

Key Responsibilities

  • Oversee project management by developing implementation plans, leading status meetings to ensure project milestones are met, and providing comprehensive progress reports. Accurately track and report on time spent on client projects.
  • Analyze and interpret a diverse range of system requirements, taking into account various business priorities.
  • Guide clients on solution functionalities, configuration choices, and procedural best practices.
  • Set up and tailor new client instances, while also configuring integrations with third-party applications.
  • Manage modifications to requested solutions, adhering to established change request protocols for scope and billing oversight.
  • Facilitate client onboarding, which includes creating training materials and conducting impactful training sessions.
  • Proactively identify and communicate project risks and challenges, offering consultative support and innovative solutions as needed.
  • Engage in proactive outreach throughout the entire customer lifecycle.
  • Identify, prioritize, and address client concerns, collaborating with relevant internal teams to deliver effective solutions.
  • Build and nurture strong relationships with both colleagues and clients to enhance satisfaction and retention.
  • Participate in customer support standby rotations as necessary.
  • Provide technical support during the sales process when requested.

Required Skills

  • A Bachelor's degree in business or technology, with at least one year of experience in a consultative role implementing business software in a SaaS environment preferred. Consideration will be given to candidates with greater experience in a related field.
  • Minimum of one year of experience managing software implementation projects.
  • At least two years of experience in software application implementation in a consultative capacity, ideally within a SaaS context.
  • Exceptional communication and presentation abilities.
  • Personable and enthusiastic about engaging with clients in a customer-facing role.
  • Familiarity with project management methodologies and tools.
  • Highly organized, detail-oriented, and capable of managing multiple clients simultaneously. Ability to navigate ambiguity and structure unstructured tasks.
  • Proven capability to work collaboratively within a team and independently with minimal oversight.
  • Strong problem-solving skills and a demonstrated ability to collaborate with internal teams to resolve client issues.
  • Logical approach to diagnosing and resolving intermediate issues, with the ability to recognize when escalation is necessary.
  • Working knowledge of Agile methodologies, including Scrum.
  • Bonus: Previous programming experience or the ability to write basic database queries and scripts.
  • Comfortable using various software applications, including MS Office (Excel), multiple web browsers, and ticketing systems.
  • Experience in Workforce Management is preferred.
  • Familiarity with Salesforce or other CRM systems is desired.
  • Willingness to travel as required (up to 30%).
  • Ability to work effectively in a remote environment using video conferencing tools.

Benefits

  • Competitive salary structure.
  • Employee Stock Option Program (ESOP).
  • Comprehensive medical, dental, and vision insurance.
  • 401(k) retirement plan.
  • Flexible Paid Time Off (PTO) along with 10 paid holidays annually.
  • Opportunities for career advancement.

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