About the Role
This position focuses on ensuring sustained customer success and growth throughout the post-sales customer lifecycle. Responsibilities include training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. The role operates with a degree of autonomy within established functional practices and procedures, requiring planning and execution in departmental operations. While some judgment may be necessary, it is typically exercised under guidance.
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Key Responsibilities
- Customer Satisfaction: Manage project delivery to ensure high-quality outcomes and customer satisfaction. Address customer concerns and issues in a timely and effective manner.
- Application Installation, Configuration & Upgrades: Perform the installation, configuration, customization, and upgrades of APM solutions according to customer requirements and technical designs. Provide technical support for APM projects.
- System Architecture & Technical Design: Adapt standard system architectures to meet customer-specific requirements and develop technical design specifications. Leverage product capabilities to drive standardization, minimize customization, and maximize the reuse of existing solutions.
- Effort Scoping & Estimation: Develop work breakdown structures (WBS) and estimate the effort required for standard technical activities.
- Requirements Gathering: Engage with stakeholders to understand business processes, gather functional requirements, and document them in a structured manner.
- Cross-Functional Collaboration: Work closely with Project Managers and Services Consultants to identify and scope application changes while adhering to change management processes.
- Stakeholder Engagement: Collaborate with Product Development, Commercial Teams, Customers, Solution Providers (Partners/Integrators), and other cross-functional stakeholders as required.
- Project Lifecycle Support: Participate throughout the full lifecycle of assigned projects, contributing to design and functionality decisions to ensure delivery aligns with budget, timelines, and customer expectations.
Required Qualifications
- Bachelor’s degree or equivalent (defined as: High School Diploma/GED and 3+ years progressive experience in software services).
- Minimum 6 years of experience in client-facing consulting focused on technical configuration using databases, .NET code development, or software implementations.
- Software skills in software analysis, design, methodology, and architecture.
- Programming experience in software development with Microsoft Visual Studio/Development tools.
- Experience working with Databases like SQL and Oracle with good exposure on DDL, DML commands along with Stored Procedures.
- Experience with basic database administration, including restoring and backup for both SQL and Oracle.
- Ability to master different delivery methodologies (i.e., Iterative, Waterfall, and Agile) and apply them to assigned projects.
- Strong spoken and written English language skills.
- Ability to lead a small project (1-3 team members) to achieve the desired technical outcome.
- Familiarity with Lean methodology.
- Willingness to travel to work closely with customers when required.
Desired Characteristics
- Demonstrated ability to learn new software development practices, languages, and tools.
- Strong experience with SQL Server Reporting Services and SQL Server Analysis Services is a plus.
- AWS Certified Cloud Practitioner is a plus.
- Experience with commonly used EAM (Enterprise Asset Management) systems, such as SAP, Maximo, or Oracle EAM is a plus.
- Ability to effectively communicate both verbally and in writing with peers and team members, supporting project execution as an inclusive team member.
- Excellent complex problem-solving and analytical skills.
- Ability to work independently as well as part of a team.
- Foster strong working relationships with customers to gain a clear understanding of their needs and concerns; can think from clients’ perspective.
- Seeks to thoroughly understand problems before implementing solutions, asks questions to clarify requirements when ambiguities exist, and implements clean, concise solutions that address the requirements.
- Can work independently while respecting the guidance of business ethics and culture, acting with humility with all colleagues and leading contractors while providing guidance to junior colleagues.
Additional Information
- Relocation Assistance Provided: Yes
