Senior Specialist, Customer Success

Job Summary

This role will support and advise case teams and clients on the deployment and ongoing usage of ARC, Bain’s Transformation program management software. Where directed, the role will own the management of deployments for assigned clients and support more senior team members with more complex deployments or with high priority cases or clients. The role will act in an advisory capacity to case teams and clients on both ARC usage and ensure ongoing client success with the software through ownership of Service Requests, Incidents and Problems to deliver resolutions and continuous process improvement.

This role may require some travel to customer and team locations.

Roles & responsibilities

Service management and delivery - Project management and ongoing support (30%)

• For less complex cases or as directed; 
  • Manage requirements gathering, set-up and configuration process of software, coordinating working across client, case teams, Practices, NGSS, and other internal groups
  • Support consulting team and clients ad-hoc with technical issues related to software implementation, including at the client site when required
• For more complex cases, support more senior team members with the above activities as required
• Provide early stage support (particularly during deployment phase) for user queries and delegate/escalate issues to other support staff, software product owner or vendor as appropriate
• Work with first-line (helpdesk) resources to provide support for repeatable requests
• Ensure documentation is created and maintained for Service Requests, Incidents and Problems and own activity to push ticket resolution as far left as possible
• Proactively manage relationships with case teams and clients to ensure a clear understanding of needs and issues and that they are being addressed 

Service management and delivery - Case team and client training (25%)

• Lead training of new users on usage of the software across the usage lifecycle – case team and clients (both day-to-day users and senior client leaders)
• Manage demo sites, materials and delivery to Bain and client stakeholders
• Own creation, curation and ongoing management of software training curriculum, including structure, delivery methodology, materials and other collateral (e.g. videos)

Service management and delivery - IP advisory and software selection (10%)

• Develop deep understanding of Transformation IP relevant to ARC and related methodologies (e.g. Bain Accelerated Transformation)
• Develop deep understanding of software selection and software configuration options relevant to ARC.
• Support senior team members as required in assessing feasibility of software given client’s technology infrastructure
• Act as expert advisor to case teams and clients on IP, software selection and software configuration options for less complex cases and support more senior team members as required on complex cases

Product Operations (10%)

• Collect, aggregate, and synthesize user feedback to support Product Manager in developing and prioritizing software enhancements and roadmap
• Work closely with product team to triage/support client-specific enhancements, advocating for clients within the product team and managing client expectations/communication
• Support with monitoring financial and usage profile of software

 Team Operations (10%)

• Act as a role model and coach for more junior members of the team
• Work with tier 1 resources to optimize support materials and processes
• Provide escalation point and decision making point for more junior team members

Software product awareness (10%)

• Prepares marketing videos and collateral for internal marketing as well as client proposals
• Provides new/pipeline case teams with relevant examples from previous users (e.g. dashboard screenshots, training materials, executive presentations)
• Provide proactive materials and develop methodologies to ensure clients and case teams are aware of product functionality and capability

Service improvement (5%)

• Support with co-ordination and performance of user-acceptance testing for new releases and updates
• Monitor software usage across deployments and anticipate any roadblocks for users
• Support senior team members, the Product Manager and Product Owner to design and implement new services
• As the product scales, assist in the development of tooling, processes and documentation to improve support services

Experience

• 3-5 years working in software deployment, software customer success or technology-related consulting
• At least ~2 years in customer/client advisory role
• BA/MSc or equivalent undergraduate degree
• Experience in consulting industry
• Experience in business transformation/change management
• Degree in software related subject (e.g. Computer Science, Information Technology or related to specific IP)
• Formal Agile/Scrum certification
• Formal project management certification

Knowledge, Skills & Abilities

• Fluent in English;  limited working proficiency in Japanese would be a Plus
• Ability to quickly pick up and apply complex topics
• Excellent oral, written, and PowerPoint communication skills
• Facility to discuss technical issues with a non-technical audience
• Comfort working independently and/or remotely from supervisors in a fast-paced environment

Additional Requirement