Consulting & Platform Configuration:
* Lead stakeholder sessions to explore client needs and operational challenges.
* Map business processes into practical solutions using the customer support platform.
* Deliver remote training, knowledge sessions, and user workshops.
* Set up platform features and optimise workflows based on client goals.
* Prepare clear documentation outlining configurations, integration points, and solution designs.
* Keep certifications current and stay informed on platform enhancements and industry standards.
Project Delivery:
* Capture and clarify client requirements for implementation.
* Guide clients through project phases while managing timelines and expectations.
* Track key milestones, risks, and deliverables throughout the engagement.
* Ensure implementations are completed efficiently and meet agreed objectives.
* Keep project records and progress updates accurate and up to date.
Client Relationship & Collaboration:
* Partner with business development and account teams to support client success.
* Flag opportunities for additional services during delivery.
* Raise any relationship or commercial concerns in a timely manner.
* Foster positive working relationships with both clients and internal teams.
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