Job description
Role Overview
The role of a Professional Services Lead Implementation Consultant is responsible for driving successful projects, and implementing our clients software solutions. The successful candidate will work closely with clients and demonstrates professional knowledge to ensure that the deliverables are of the highest calibre, ensuring client satisfaction.
You would also apply subject matter expertise (or work with other Business SMEs) to identify, develop, and implement techniques to improve engagement productivity, increase efficiencies, mitigate risks, resolve issues, and optimize cost savings and efficiencies for each Project.
The primary responsibility of this role is to support the overall solution designs, including the workflow and process definitions. The Lead Implementation Consultant will work closely with the Migration & Integrations Team to define the integrations, workflows, database objects, reports and data migrations required to support the overall solution. The Lead Implementation Consultant ensures the client solution is well documented and meets the business needs of the client.
The ideal candidate possesses a strong acumen for implementing software solutions, has excellent written and verbal communication skills and is driven to solve customer business challenges.
Responsibilities
Responsible for setting customer expectations, managing customer timescales by guiding customers through their implementation and roll out of Intact’s products and services.
Building excellent working relationships with customers to help increase project engagement.
Managing multiple project roll outs at once to the same high standard throughout all interactions.
Providing excellent levels of customer service and online guidance to multiple audiences.
Working with the Professional Services team and wider company teams to continually improve processes and identify process improvement opportunities.
Work closely with Customer Support team to ensure any issues are resolved.
Support customers with configuration of their software.
Analyze customer business requirements and objectives. Ensure business requirements are documented.
Participate in the development of project implementation plan and schedule.
Work with client and other consultants to document solution requirements, functional and technical specifications that meet customer configuration, reporting, customization and integration requirements.
Perform configuration of products according to approved requirements.
Create test plans and conduct testing of solutions.
Create user documentation/training materials and conduct training on the solution.
Provide first level consulting and solution support for clients during active implementations.
Assist with data conversion and integrations.
Communicate / resolve project issues that may impact the project’s success.
Provide remote and onsite operational support, problem determination and resolution.
Submit accurate weekly status reports, timesheets and expense reports.
Travel as required (expected 30%)
Performs other duties as required
Requirements
Experience of ERP project implementations at Enterprise level
A minimum of 3 years’ experience working as a Lead Consultant
Familiar with the concepts of LEAN and Agile methodologies.
Exposure or qualification in PMP or other recognised project methodology
Sound working knowledge of customer and business account practices.
Excellent customer service and customer facing skills to work alongside customers on and off site.
Proficient in Microsoft Word, Excel and Project.
Demonstrated experience implementing ERP software solutions.
Demonstrated ability to learn software and new technologies with minimal guidance.
Basic knowledge of SQL.
Strong business acumen, high energy, self-motivated and ability to work under pressure.
Excellent organization skills and proven ability to multi-task.
Strong presentation, written and oral communication skills.
Ability to work in a fast paced, team oriented environment.
Willingness to travel.
Strong commercial acumen.
Be able to investigate issues and generate an effective solution in a systematic and logical manner.
Be adaptable and work as an effective member of a team.
