Customer Success Consultant

**Purpose**:

- Develop Client relationships through technical insight, service support and consultative advice that promotes retention, loyalty and growth. In this role you will act as “Trusted Adviser” to the Client by providing strong and consistent relationship building, liaising with delivery between delivery and product teams to ensure timely delivery, and inspiring confidence B2BE’s products and services.
- Responsible for understanding the complexities of the current B2BE solution to actively balance Client needs with the constraints of the product development teams.
- Provide technical pre-sales and post-sales consultancy with their solutions expertise supporting existing Clients and new prospects throughout all project phases.

**Objective**:

- Responsible for the all Clients assigned to the consultant;
- Provide functional and technical consultancy on B2BE solutions through a deep understanding of Client requirements and pain points to align with the solution’s capabilities;
- Responsible for tracking delivery of all projects for all Clients assigned to the CSC;
- Converse with the Client’s technical and business landscape to identify growth opportunities for developing recommendations to Sales teams;
- Capture business requirements and translate them to project teams for estimations through to delivery of Client solutions;
- Provide guidance, mentoring and technical expertise to team members;
- Provide support and guidance to the business when technical expertise is required.

**Responsibilities**:

- Drive the delivery of all projects assigned CSC’s accounts liaising with Client, Web and Shared Service POD teams as needed;
- Ensure a good understanding of specific B2BE solutions, overall knowledge of all B2BE products and workflows;
- Analyze requirements from Client and provide them guidance on how standardised solutions and features within B2BE can support;
- Perform gap analysis between requirements of Client’s and B2BE solutions and services and to work with product teams to incorporate new features wherever possible;
- Advise on product and solution capabilities to Sales and work together for generating estimations for costings;
- Support Sales teams in presales activities such as organizing solution demonstrations, assisting in proposals, RFP/RFI and presentations;
- Escalate any issues in delivery to ensure they are dealt with appropriately and provide management with visibility of blockers to resolve in a timely manner.
- Report to the Service Delivery Team Lead on resource usage and collaborate with appropriate teams on work allocation and provide with feedback on project delivery progress;
- Take a technical ownership and a leadership role on key projects and maintain quality assurance;
- Schedule regular catch-up and status meetings with Client contacts, organize kick-off, provide project brief, conduct internal/Client progress meetings and demo sessions with development teams wherever required.
- Continue to expand knowledge and enhance solutions knowledge personally and document wherever required.
- Actively use project management skills to ensure that input and management of project teams are both effective and productive.
- Work across teams to help drive ideas and continuous improvement of existing processes while trying to implement agile methodologies.

**REQUIREMENTS**:

- Excellent communication skills, written and verbal;
- Knowledge of current trends within the e-Commerce and supply chain environments of IT preferred but not mandatory;
- Understanding of Supply Chain processes with in a business environment preferred but not mandatory;
- Customer facing experience with IT, Finance, Logistic or Procurement departments.
- Consultancy, Solutioning, Requirement gathering experience.
- Willingness and ability to learn to meet the changing requirements of the job and the environment in which the business operates;
- Good computer skills and understanding of the IT industry.
- Solid understanding of all Microsoft based software, specifically; Word, Excel, Visio and PowerPoint.