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Professional Services Consultant

Jun 13, 2022

Overview

Job Title: Professional Services Consultant

Reports to: COO

Location: America [North Carolina] / Remote

About Us:

Compliance & Risks is the leading provider of market access and product compliance SaaS solutions and is recognized as the leading end-to-end global product compliance solution provider across the technology, consumer goods and retail, industrial goods and life sciences sectors. The company’s market leading SaaS platform, C2P, enables uninterrupted market access for enterprises selling products globally by monitoring and managing key product requirements, regulations and standards in their chosen markets. The C2P platform provides the world’s most comprehensive database of legislative information, insights and actions, linked to product workflows, to help clients bring products to markets faster with lower risk and ensure ongoing compliance.

The company serves over 220+ global enterprise customers including: GE, Google, Nike, Amazon, Ikea, Bose, Tesla, Vaillant, Unisys, Samsung and Fujitsu.

Our Values:

All employees should continually promote legacy of Company Culture through demonstrating its values – 1. Trust 2. Respect 3. Winning Together 4. Innovation

Compliance & Risks is an Equal Opportunities Employer.

Responsibilities:

Project Management – Complex Solutions & Services

Overall accountability to define and support Delivery of all Complex Solutions and Services. This includes solutions where the Product is being sold in a standard way but demands a new level of complexity and/or Service solutions where an element is being developed specifically for an individual customer.

  • Work with Commercial Team – including Business Development, Account Management and Solution Engineers to define, scope and solution the Deal at the Pre-Sales stage. 
  • Pricing Complex Solutions & Services – Work with Internal Delivery teams to ensure these solutions have been defined and estimated to ensure accurate and competitive pricing – this will include the facilitation of the creation of Statements of Work that cover all non productised elements of the Solution
  • Work with Internal stakeholders / delivery teams to ensure any new processes that are required to support complex solutions / services are mapped, documented  and agreed
  • Definition and development of consulting offerings, development of concepts, models and approaches to solving customer needs
  • Establish “Measures of Success” with the Customer
  • Work with external Delivery [eg. Knowledge Partners] where elements of the Solution need to be delivered via external companies 
  • Be the single point of contact for all elements of the customer’s Solution from inception to delivery and where necessary ongoing review 

Adoption – Implementations

All interactions with customers should support Adoption. The Implementation stage is a key stage to support this adoption process.

  • Be the Key Point of Contact for the customer during the implementation phase
  • Implement the Solution defined with all Delivery Teams – internal & external
  • Assist and influence customers to ‘Embed’ C2P in their organization and so derive maximum value from their investment – ensuring a Return on Investment 
  • Training / presenting to users.
  • As per all Standard Implementation the same principles apply for Complex Solutions & Services including:
  • Configuring C2P to meet customer’s needs.
  • Implementation aims to ‘match’ the capabilities of C2P to the needs of the customer’s organization. How can C2P Solve our customers Job Steps and Needs.  
  • The Project Managers role involves performing customer engagements on-line, or at customer site meetings or workshops and facilitating customers to scope a project
  • Establish how the customer’s current Product Compliance process works and what resources/people/experience/expertise and responsibilities are in place
  • Define customer’s Measures of Success  – what challenges are they trying to resolve with C2P
  • Work through configuration options ‘live’ on the system, evaluating options
  • Establish how best to implement work flow steps to suit customer’s organization and team objectives
  • Explore any (C2P) reporting needs, including management reporting needs

Adoption – Support & KPIs: Embedding into the Delivery Teams 

Ongoing support of our customers furthers the opportunity to increase Adoption of C2P.  For Complex Solution & Services, where appropriate, this will include handing over accountability for the delivery of all elements to ensure it becomes operationalised.  This will be determined on a customer by customer basis.     

  • Ongoing customer Process Mapping/Improvement and continued alignment of C2P to customers needs as C2P evolves
  • Responding to customers per agreed SLAs
  • Supporting Customer Success Specialist with ongoing Training of existing and new users or depending on the Contract take lead for this training activity 
  • Proactive analysis of customer activity [Customer Success Index] in C2P, ie Adoption Score, with follow up meetings with customer to improve this score 
  • Where appropriate handover of ongoing support elements to Customer Success, Market Access, Development, Global Regulatory Compliance Team but retain an overview to ensure overall Delivery to the customer 

Growth – Commercial: Growth, Margin & KPIs

The PM forges strong relationships with customers and should provide insights for commercial growth. The PM also needs to ensure that the Contract is delivering the expected Margin. 

  • Work closely with the Account Manager for your assigned customers 
  • Build strong relationships with key customer stakeholders to help guide us through their organization and introduce us to different teams
  • Pricing of all Complex Solutions & Services 
  • Ensure the delivery of the Contract Margin. Review and report on the P&L of the given contract where non-standard / services elements are being delivered.
  • Be the single point of contact for the Delivery Teams for any issues that may arise in delivery 
  • Ensure all agreed KPIs are monitored and reviewed 

Product – The evolution of C2P & Voice of the User

The PM will always be working with customers that challenge the “boundaries” of C2P both in terms of features and content.  This will result in the PM being an important virtual member of the Product Team.

  • Work closely with Product Management where the Solution being created / implemented may influence the future of the Product – where elements should be productised on the short, medium and long term basis
  • Take the Project Management role in the Product Team where a Complex Solution & Services results in the creation of the Product in parallel with the Customers Project 
  • As per all Customer Success Activity:
  • Be an advocate for the Users in terms of content and feature needs – this will be a key input in the Prioritisation of the C2P Product Roadmap 
  • Generation of internal ‘help tickets’ for all reported bugs

Domain Knowledge & Internal Process Improvement

  • High level of proficiency of C2P and knowledge of content and it’s impact on our customers 
  • Comfortable with Process Mapping 
  • Participate in the development of policies procedures and processes for a given customer to drive reduction of costs and / or increase in revenue/ profit
  • Ensure best practice is leveraged across the Professional Services and Customer Success Teams and that all members of the Teams contribute to increasing the overall team knowledge.

Communication and Collaboration

  • The PM is the Single Point of Contact for customer lens but are responsible for facilitation of Delivery from many groups.

Requirements:

  • Educated to degree level, in a technical or business field.  
  • 5+ years Project Management expertise, ideally certified
  • Previous experience implementing & configuration of Enterprise Systems or Technical Sales/ Solution Engineer role or equivalent in a SaaS environment 
  • Experience in Demo & Training of Enterprise Systems to customers onsite and remotely
  • Demonstrated experience in working with Customers to design process flows to incorporate SaaS Software offering 
  • Experience in group facilitation to work out processes, implementation steps, integration issues etc with prospective customers highly desirable
  • Strong Communication Skills 
  • Experience in a compliance and regulatory environment is highly desirable

The Perks:

  • A competitive salary, company bonus, health insurance, 401K, PTO, company days and service days  wellbeing programme, Employee Assistance Programme
  • Starting off you have a welcome swag pack to your door along with a buddy, top class IT equipment, and a detailed onboarding programme 
  • An exciting and dynamic role with career development opportunities and progression
  • The opportunity to work with talented and diverse team in an inclusive work environment
  • A learning culture where continued learning & development is supported and encouraged
  • Remote working options and a flexible environment that promotes wellness and work life balance

Company Highlights:

  • 20-30% YoY revenue growth since 2017
  • Established global offices
  • Top private equity sponsorship from Luminate Capital Partners
  • 70,000+ regulations and standards on the platform
  • A marketing-leading retention rate over 95%