Team Lead, Consulting (Professional Services)
Description
The Team Lead, Consulting is a player-coach who will work with their team and customers to implement successful projects. The Consulting Team Lead will maximize impact by providing oversight, support, and guidance on project work, while supporting on-going professional development of their team. They will also act as key pillars in the department to enforce operationalizing change.
Job Duties & Responsibilities
Enable customers to take maximum advantage of our software by leading and participating in the delivery of customer-centric software implementations, including:
Project Management: establishing a shared vision of success during project initiation by ensuring alignment on project scope, delivery approach, task ownership, and work outputs (deliverables); controlling project scope, schedule, budget, and risk while closely managing customer expectations to ensure a successful outcome; leading regular project-based discussions with customers and internal teams to review work plans, risks, actions, issues, and decisions to drive projects to completion and minimize the implementation’s time to value
Business Analysis: soliciting and documenting customer functional and technical requirements
Consultation: educating customers on what will be required from them for the implementation to be successful; developing design alternatives, producing work estimates, identifying recommendations, and securing agreement on designs that satisfy project success factors and reflect industry and software best practices
Configuration: configuring the software based on the solution design and performing quality assurance to minimize rework
Training: designing and delivering administrator, train the trainer, and end-user training sessions, and authoring training materials as required (including documents, slide shows, videos, etc.)
Team, including;
Resourcing
Enablement and Coaching
Team Building and Development
Internal Initiatives including;
Partnering with CX Leadership to support the continued growth of the CX Team with a particular emphasis on the growth of the Package Portfolio
Qualifications & Experience
3-7 years experience in a leadership role with a strong aptitude for coaching and motivating people towards results Proven aptitude for managing escalations through proactive communication, negotiation and creative problem solving Strong analytical acumen and eye for making recommendations with data insights Strong operational savvy and ability to drive process adherence within team Experience in managing resourcing and capacity planning within the team and in partnership with sales leadership Experience partnering with internal stakeholders and engaging in candid feedback to drive achievement of shared goals (eg., Product, Presales, Customer Success) Experience with delivering on a customer-centric approach in order to support solving near and long-term outcomes for the wider business Exceptional communication skills at a range of customer levels Experience with development training tools (employee and customer) an asset |