Professional Services Consultant

2 months ago

Birmingham, United Kingdom Aptean Full time

Overview:
**Professional Services Consultant - Paragon**

**About the role**

the implementation team to deploy new projects, and/or provide on-going support to their

modules; research and resolve problems and issues. Manage customer expectations and foster

positive business relationships with all customers.

Requires interface with customers and other team members. This role will involve travel to

customer sites.

**About you**

Knowledge: A seasoned, experienced professional with a full understanding of area of

specialization; resolves a wide range of issues in creative ways. This job is the fully

qualified, career-oriented, journey-level position.

Complexity: Works on problems of diverse scope where analysis of data requires

evaluation of identifiable factors. Demonstrates good judgment in selecting methods and

techniques for obtaining solutions. Networks with senior internal and external personnel in

own area of expertise.

Supervision: Normally receives little instruction on day-to-day work, general instructions

on new assignments.

**Principal Duties and Responsibilities**

1. Consulting Services

a. Provide consulting services to customers based on Aptean’s service delivery

methodology and procedures; services engagements may include

implementation consulting, upgrade consulting, training, testing, and/or process

improvement 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 Resolution

a. 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 Management

a. 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. Communication

a. 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 Duties

a. 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 Aptean**

Aptean 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.

“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

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