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Professional Services Consultant

Posted 9 days ago

  • London, Greater London
  • Any
  • External
  • Expires In 3 months
OverviewProfessional Services Consultant - ParagonAbout the roleProvide application consulting and support to Aptean customers. Participate as a member ofthe implementation team to deploy new projects, and/or provide on-going support to theirexisting installation. Consult with customers in the configuration and usage of applicationmodules; research and resolve problems and issues. Manage customer expectations and fosterpositive business relationships with all customers.Requires interface with customers and other team members. This role will involve travel tocustomer sites.About youKnowledge: A seasoned, experienced professional with a full understanding of area ofspecialization; resolves a wide range of issues in creative ways. This job is the fullyqualified, career-oriented, journey-level position.Complexity: Works on problems of diverse scope where analysis of data requiresevaluation of identifiable factors. Demonstrates good judgment in selecting methods andtechniques for obtaining solutions. Networks with senior internal and external personnel inown area of expertise.Supervision: Normally receives little instruction on day-to-day work, general instructionson new assignments.Principal Duties and Responsibilities1. Consulting Servicesa. Provide consulting services to customers based on Aptean’s service deliverymethodology and procedures; services engagements may includeimplementation consulting, upgrade consulting, training, testing, and/or processimprovement consulting.b. Effectively work on multiple projects simultaneously. c. Work collaboratively with project manager and project team to deliver projects on time, on budget, on schedule. d. Submit time and expenses punctually each week. e. Maintain a professional appearance when onsite with customers.2. Incident Resolutiona. Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.b. Take ownership of and follow-through with all priority customer incidents.c. Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.d. Clearly and concisely document all customer interaction and all steps taken to resolve incidents.e. Observe trends and recommend improvements to product design, documentation or implementation and create necessary enhancement requests.f. Work with R&D and product line team to expedite incident resolution and ensure seamless delivery of support service to customers.g. Determine when issues need to be escalated. #h. Set severity levels with customers.i. May be assigned escalated tickets.3. Knowledge Managementa. Expand expertise within the product.b. Attend training sessions offered and use self-study tools; assist with peer training as needed.c. Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.d. Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.4. Communicationa. Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.b. Ensure a professional communication manner when in-person or on the phone at all times.5. Additional Dutiesa. Participates in system and release testing and QA as needed.b. Recommend improvements in Customer Solutions policies and procedures.c. Additional duties as assigned by management.About ApteanAptean is a private equity backed software company that connects companies in specific industries with specialised software solutions. In today’s fast-paced, highly competitive economy, organisations don’t have time to waste forcing homegrown software, spreadsheets, and one-size-fits-all solutions to do things they were never designed to do. Aptean is on a mission to end those workarounds with streamlined industry-specific software solutions. That’s why over 4,100+ highly specialised organisations in more than 20 industries and 54 countries rely on us to simplify their everyday operations.If you share our mindset, you can share in our success. To find out more about joining Aptean, get in touch today.Learn from our differences. Celebrate our diversity. Grow and succeed together.Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” – TVN Reddy