Premium Support Specialist

5 days ago

Sydney, New South Wales, Australia Board International Full time

At Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 28 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver.

We strongly believe every colleague brings unique value to our whole. We collaborate openly and effectively to deliver results and celebrate our shared success, thrive on innovation and embrace a growth mindset to aim higher every day.

If you're a forward-thinker looking for the great next step in your career within an innovative and collaborative environment, Board is the right workplace for you

This position is based in our Sydney office reporting into the Global Head of Premium Support. Flexible homeworking will be available where required and travel requirements will be mínimal, making this an ideal opportunity for consultants looking for a more consistent working environment.

The Premium Support team plays a pivotal role in Board's Customer Success strategy by providing industry leading post-implementation support. Through regular service review meetings, our Premium Support Specialists are expected to maintain a strong grasp of our customers' ever-changing business and functional requirements whilst helping them understand how Board can be used to achieve their goals.

**Main duties**:

- Provide qualified functional and technical assistance for existing customer Board planning and reporting solutions
- Guide extensive knowledge transfer processes between delivery and maintenance teams
- Host regular service review meetings with your customers to ensure high levels of Customer satisfaction whilst providing insights to new features and functionality introduced in the Board platform
- Be able to articulate, in deep technical detail how Board functionality can be used to meet Customer requirements and find a solution to business problems
- Remain commercially focused by identifying Board footprint expansion opportunities within the existing Customer base
- Work closely with the Board Product team by relaying Customer and market feedback

**What we look for**:

- Educational background in Computer Science, Management Information Systems (MIS), Mathematics, or any relevant technical field
- 2+ years' experience working in EPM/CPM software support, delivery or consulting role
- Good understanding of financial processes (Financial Consolidation and Lease Reporting for example) is beneficial
- Exposure to multi-dimensional or OLAP technology preferred
- Knowledge of SQL advantageous
- Great de-escalation aptitude and capacity to work in very tight time frames
- Strong troubleshooting, root-cause analysis and reverse engineering capacity
- Know-how to grasp elaborate business requirements and translate those into solutions within the Board platform
- Excellent written and verbal communication skills

**Our commitment to Diversity and Inclusion**
Join a company that believes in the added value of diversity, inclusion, and belonging. We foster a working environment in which all people are respected and valued, for all aspects which make them unique. We hire you for who you are, and we want you to bring your true self to work every day

**Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce.**

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