Professional Services Consultant

Job ID:
 11407
Career:
 Customer Success Group
Location:
 Sydney, Australia
Date Posted:
 May 19, 2020

 

Job Title

Business Function

Location

Reporting To

Professional Services Consultant

Customer Success Group

Sydney, Australia APAC

Professional Services Team Lead

 

 

 

Objective of the role

We help customers succeed through the successful delivery of our entire portfolio of solutions. Our customers expect projects to be delivered on time, within budget and in line with technical, operational and functional expectations. Our job is to make sure this happens. We apply customer, business, technical and service understanding to orchestrate a holistic and unified company approach to developing and delivering what our customers need and expect. We integrate Vonage capabilities with customer requirements and work with them to install, configure, educate and train. Their success is our success. 

The Professional Services Consultant provides service delivery for Vonage customers. Either working on your own projects or as part of a wider project team, the PS consultant will deliver exceptional levels of service to our customers.

Working within the APAC Professional Services department, the PS Consultant owns the full end to end delivery of their projects.  This includes:

  • Work as a consulting team member in the delivery of solutions for our customers.
  • Develop close relationships with clients and with internal Vonage account management, technical and other stakeholders and work collaboratively to:
    • Analyse client business goals, objectives, needs and existing infrastructure;
    • Eliciting and documenting customer requirements by leading Requirements gathering and Design workshops with customers
    • Help with the design, development and implementation of new solutions;
    • Ensure users understand and have the ability to use and apply new solutions;
    • Provide training to customers through a number of different mediums including (Face to Face, Remote call and video conference, Classroom training etc).  
    • Analyse, Diagnose and resolve technical issues and develop resolution strategies;
  • May act as subject matter expert for certain product or service areas.
  • Develop and update documentation and ensure ongoing communication with internal and external stakeholders as appropriate.
  • Providing Contact Centre and Unified Communications best practice guidance to customers get the most value out of the solution. 

PS Consultants will have opportunities to work with many different businesses of all different types and industries, learning how to quickly assess customer requirements and deliver a solution design to wow their customers.

This role will require travelling, primarily within the Australia and New Zealand regions as customer deployments are done on-site.  Travel to other destinations may be required.  

Primary Responsibility

 

Primary Responsibility

> Strategic

  • Deliver quality projects, on time and to scope.
  • Project tracking and time management.
  • Build Relationships with customers and drive Customer Experience.

> Operational

  • Take direction from the PS Manager and Customer Success Director.
  • Create, Communicate, Manage and follow through on Vonage Implementation Project Plans.
  • Manage client relationships during PS Projects and influence and guide them as required.
  • Providing Best Practice guidance on Contact Centres and Unified Communications.
  • Integration with clients existing Salesforce application (or other CRM).
  • Identify and pro-actively manage key risks during projects.
  • Troubleshoot and resolve issues as required.
  • Team player with the ability to adapt communication and interaction styles to best suit the audience, situation, or desired outcome.
  • Project management of implementations on client site and remote.
  • Training for new and existing users.
  • Assisting with presentations and conferences.
  • Document Requirements, Scope, Technical Design, Site Readiness Surveys (SRS) Audit and other documents as required.
  • Deployment of Vonage network monitoring tools onto a customer network to measure VOIP attributes such as latency, jitter and packet loss.

> Financial

  • Awareness of project commercials.
  • Expenses recharged to clients where appropriate.

> People

  • Assist other team members and wider departments.
  • Knowledge share within team and externally.

Performance Results / Expectations

 

Area

Key Result Areas

Key Performance Indicators

Financial Perspective

Project Profitability

  • Delivering projects within days sold (under 10% over run)
  • Expenses recharged to customer (75% of total)

Customer Perspective

Customer Satisfaction

  • Ensuring positive feedback from customer surveys
  • Increase in Customer Survey Scores
  • Minimize issues and negative feedback on project deliveries

Internal Process Perspective

Utilisation

  • Track time on projects
  • Utilisation of time to be maintained over 70%
  • Maintain high level of customer (and colleague) responsiveness

Learning and Growing Perspective

Skills Enhancement

  • Attendance in mandatory training for self and team
  • Learning the latest product features as they come out
  • Open to mentoring opportunities

Communication 360

 

Internal Interfaces

External Interfaces

Sales, CSM, Support, Provisioning, Onboarding, Product Management

Customer

Commschoice Telegate, Vonage Partners, PCIPal, Monet, Verint and SI Partners

Partners

 

Suppliers

Qualifications, skills and knowledge

 

Qualifications, Skills and Knowledge 

Mandatory:

  • Excellent communication skills, including writing, speaking and listening.
  • Advanced knowledge of Salesforce administration (preferably a Salesforce Certified Administrator or Salesforce Certified Advanced Administrator)
  • Knowledge of a variety of Contact Centre and Unified Communications systems.
  • Ideally you will be currently working as a Salesforce Admin with knowledge of Contact Centre and Unified Communications systems.
  • Experience operating in a Professional Services capacity.
  • Excellent relationship building and stakeholder management skills.
  • Experience of working in a client-focused environment.
  • Proven track record in performing well in a fast-paced environment and organisational skills to manage multiple projects with tight deadlines effectively.
  • Experience working with customers who are medium sized businesses and large enterprises.

Highly Desirable: 

  • Contact Centre and UC System qualifications
  • VOIP/SIP PBX training or qualifications
  • LAN/WAN Training or qualifications (e.g. Cisco CCNA)

Behaviours

 

Capability Level

Consultant

Impact (Product)

Any project delivery, advanced level, primarily customer facing

Impact (Organisation)

Contributes and leads team and customer meetings

Agility

Able to travel to a customer site typically with a week's notice, however shorter notice is often required.

Teamwork and leadership

Assist other colleagues with their projects when required.

Technical

Good knowledge of all advanced features.

Intermediate level Salesforce knowledge.

Problem solving

  • Analytical skills
  • Detail Orientated

Resolve medium to high complexity technical issues.  Provide detailed resolution plans to customers.

Planning and scheduling

Work with Managers on project estimates, and provide regular updates on progress.  Escalate issues as required.  Take ownership and accountability of own projects.  Manage customer expectations on delivery timescales and availability.

Business Acumen

Manage internal and external communications appropriately.  Knowing competitor's product offerings

Mentoring

Is open to being mentored.  Provide mentoring for other team members.

Communication

  • Interpersonal
  • Written
  • Listening
  • Presentation

Has excellent interpersonal skills and is able to conduct themselves well with many different levels within the organisation.

Has strong communication skills when dealing with external suppliers or customers.

Leads presentations with customers and stakeholders.

Actively listens to others.

Excellent written and verbal communication skills.  Easily and succinctly communicates their message using appropriate mediums.

Choose the most appropriate medium for communication.

International attitude

Understands the impact of their work globally and is able to design around potential impacts in their work.

Treats the business as global.

Builds and maintains good relationships with stakeholders in other Vonage regions.

Negotiations skills

Manage scope creep with customers, negotiating as required.


Highlight solution value, and introduce sales team into conversations when sales/upsell opportunities are identified.

 

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