Customer Success Senior Specialist, Next Generation Software Solutions

Bain & Company is recognized as one of the top international management consultancy firms. We assist major corporations worldwide with strategy formulation, acquisitions, organizational design and performance improvement. In 2015, Bain & Company opened the Global Business Services (GBS) Center in Warsaw, in order to provide the best-in-class internal support, efficiently and professionally, to both leadership and consulting teams in Bain offices across Europe, the Middle East and Africa.

WHO YOU’LL WORK WITH

Bain's Next-Generation Software Solutions (NGSS) team’s mission is to develop and support digital solutions for Bain consultants and clients, so they get better, faster insights and results. The team manages software product development, ongoing support, customer success, technical services, and technical operations.

WHERE YOU’LL FIT WITHIN THE TEAM 

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 is located in Bain GBS office in Warsaw and offers a hybrid model of working.

WHAT YOU’LL DO 

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 clients, 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 the 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 a deep understanding of Transformation IP relevant to ARC and related methodologies (e.g. Bain Accelerated Transformation)
• Develop a deep understanding of software selection and software configuration options relevant to ARC.
• Support senior team members as required in assessing the feasibility of software given the 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 the Product Manager in developing and prioritizing software enhancements and roadmap
• Work closely with the 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 coordination 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 the 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

ABOUT YOU

Required

• BA/MSc or equivalent undergraduate degree
• 3-5 years working in software deployment, software customer success, or technology-related consulting
• At least ~2 years in a customer/client advisory role 

• Fluent in English 

• 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

Preferred

• 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

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