Senior Professional Services Consultant

2 weeks ago

Coventry, United Kingdom Phocas Software Full time

**Deliver feel good Customer Experience to customers around the world**

**Professional Services Consultant**

Imagine your entire existence was dedicated to making people feel good about data? That’s it. One job. Off you go, delivering feel good packages to people around the world.

As a Senior Services Consultant, that’s not quite the brief, but it’s not far off. Instead of packages, you’ll deliver customer experiences. Ones that make customers feel good about using our BI software. With a global retention rate of 97%, we aim to blow our customers away with an experience so good, it makes the transition from traditional to digital as smooth as Barry White. And is there anything better than knowing your work has brought joy to a customer’s life?

The role is an escalation point across presales, implementations, services and support when the highest level of technical, commercial and Phocas knowledge and skills are required to delight customers;
**What you’ll need to blow our customers away**:

- Ideally a Bachelor's Degree in Computer Engineering, Computer Science, Information Systems or similar area of study
- Extensive experience providing sound technical services to customers ideally from within a Saas/ software professional services or consulting environment (Technical Consultant, Data Engineering or Professional Services roles)
- Strong project management skills and preferably supported with a Project Management or ITIL certification
- Detailed communication skills, with the ability to interpret customer requests and communicating technical information to non-technical stakeholders.
- Able to be agile, embrace change and pivot when necessary.

**What you’ll do to create a seamless experience**:

- Delivering exceptional service and support to resolve cases relating to enhancements, or changes to client Phocas environments to the end user’s satisfaction via remote connection or other means.
- Drive high levels of customer loyalty through the quality of work delivered and by working collaboratively and proactively with all stakeholders.
- Support pre-sales in scoping and documenting statements of work.
- Coach and mentor colleagues taking every opportunity possible to share knowledge and skills while completing tasks.
corrective actions and end-user training
- Documenting processes and procedures and updating knowledge database
- Ensuring deliverables and quality of service are met on time and in scope by working collaboratively with all stakeholders to ensure smooth delivery of work.
- Prioritise learning updates to Phocas software and related products (e.g., partner ERP) and support the enablement of the rest of the team to maximise new features and products
- Collaboratively work with other teams to ensure provide insights and ongoing customer satisfaction.

**A bit about us in the hope we’re the UX to your CX (it sounded better in our heads)**

We’re a business planning and analytics company on a mission to make people feel good about data. Since 2001, we’ve helped thousands of companies turn complex business data into performance boosting results. Despite our global status of 300 world-class humans, we’ve held on to our start-up roots. The result is a workplace that’s fast, exciting and designed for fun.

We know that fun is different for everyone. So, if you want to get creative with problem solving, lead a project, save the planet, or leave early to sweat it out in a hot yoga studio, you’ll have our full support. As long as you’re doing what brings you joy, the rest falls into place. Think less stress, higher performance, more energy and all-round nicer human. Your friends and family will thank you.

Oh Did we mention we have an awesome set of benefits including Share Options, 30 day work from anywhere policy, public holiday swap, pension, healthcare... the list goes on

LI-EB1

LI-Hybrid

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