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Client Success Consultant


Reports to: Client Success Manager

Location: California

Date Posted: 19 February, 2019

Purpose:

Assisting clients better manage their regulatory obligations and develop better processes to do so. The consultant’s role involves performing Client engagements on-line, or at Client sites, meetings or workshops and facilitating Clients to scope such projects.  A key element of the consultants role will also be assisting the Business Development Team in the pre-sales activity where more technical product knowledge is required.

Key Responsibilities:

Business Development Support

  • Provide support to the Business Development Team in more complex Client Solutions
  • Attend Client Meetings, both remotely and on site, with the Business Development Team member
  • Elements of the post Sales Implementation Process may begin at the Pre-Sales Stage including Client Workshops diagnosing needs / challenges / processes

C2P Implementation – Analysis Phase

  • Implementation’ aims to ‘match’ the capabilities of our compliance knowledge management tool – C2P to the needs of the client’s organization. The consultant’s role involves performing Client engagements on-line, or at Client site meetings or workshops and facilitating Clients to scope a project:
    • Establish how the Client’s current Standard & Regulatory (S&R) product compliance process works and what resources/people/experience/expertise and responsibilities are in place
    • Define Client process goals in conjunction with Client
    • Decide what challenges should be addressed in the context of the Client’s corporate goals
    • Of the issues needing addressing, defining which of these can C2P best address
    • Map requirements and available resources and expertise to C2P process
    • Work through configuration options ‘live’ on the system, evaluating options
    • Establish how best to implement work flow steps to suit Client’s organization and staff roles
    • Explore any (C2P) reporting requirements, including management reporting needs
  • Definition and development of consulting offerings, development of concepts, models and approaches to solving client needs
  • Reporting on the findings of workshops or other engagements
  • Description/diagram of Client processes

C2P Implementation – Implementation Phase

  • Configuring C2P to meet Client’s needs
  • Training / presenting to users
  • Giving feedback and input into the future development of the C2P tool

 C2P Implementation – Adoption and Metrics Phase

  • Assist and influence clients to ‘Embed’ C2P in their organization and so derive maximum value from their investment
  • Work closely with the Account Manager for your assigned Clients

Internal Process Improvement

  • Participate in the development of policies procedures and processes to drive reduction of costs and / or increase in revenue/ profit
  • Ensure best practice is leveraged across the Client Success Team and that each member of the Team contributes to increasing the overall team knowledge

Collaboration with Others

  • Training of others in other departments when required
  • Responding to support requests from Business Development Managers to assist with a sale.  This is a growth environment
  • Inputting on development of C2P
  • Input in the development of other C&R offerings e.g. Managed Services

Prior Experience and Qualifications:

  • Educated to degree level, in a technical or business field
  • Previous experience implementing Enterprise Systems or Technical Sales or equivalent [Ideally in a SaaS environment]
  • Experience in Demo & Training of Entreprise Systems to Clients onsite and remotely
  • Experience in group facilitation to work out processes, implementation steps, integration issues ec with prospective clients highly desireable
  • Experience in a compliance and regulatory environment is highly desirable

To apply for this position please click here.