Description:
Reporting to the Professional Services Manager, our Implementation Consultants work as part of the Professional Services team to implement our software for customers post the sales process and provide consulting and training activities post implementation. Our consultants lead concurrent projects, understanding customer needs in detail, building and finding solutions to meet these needs, and then ensuring the solution is working as expected before our Customer Experience team take over.
More specifically, you will be completing tasks such as:
- Leading workshops with customers to elicit, document, understand and analyse their business processes and requirements.
- Preparing project documents, such as requirements and solution design documents.
- Providing training to customers, typically through a train-the-trainer model.
- Configuring customer database and back-end software parameters to meet customer requirements.
- Assist with data migration activities that include supporting customers with using our data import templates and helping resolve validation errors.
- Addressing and resolving customer issues during their implementation related to functional aspects of the AlayaCare Cloud application with the help of team members across AlayaCare.
- Supporting Project Managers in managing customer communications.
- Providing phone / video conference / on-site, strategic, and tactical consulting.
- Learning and mastering our implementation best practices, methodologies, and other intellectual capital aimed at delivering value to our customers.
- Leading various post implementation projects and customer tasks as assigned.
- Learning of the product, industry knowledge, and consulting skills in preparation for owning implementation projects.
- Achieving and maintaining a utilisation billability target of 75% or higher after a ramp-up period.
What we're looking for in a Software Implementation Consultant;
- You have experience in a customer facing role working on SaaS implementation.
- You have experience in software consulting and training.
- You are customer-focused and willing to go above and beyond to ensure your customers have a positive experience.
- You are a proactive self-starter with strong analytical skills that enjoys thinking outside of the box to solve complex problems.
- You have a proven ability to collaborate and build strong relationships with customers, colleagues and subject matter experts with empathy, warmth, candour, and professionalism.
- The ability to communicate clearly and concisely in plain English, verbally and in writing – you don’t shy away from challenging situations or difficult conversations.
- The ability to work both in a team and autonomously and with diverse groups of people.
It Would Be a Bonus If You Also Have
- Experience working with AlayaCare software, Procura or other similar products.
- Knowledge and experience of the aged and disability care sector.