Service management and delivery - Project management and ongoing support (30%)
For less complex cases or as directed;
Manage requirements gathering, set-up, and configuration process of software, coordinating working across clients, case teams, Practices, NGSS, and other internal groups
Support consulting team and clients ad-hoc with technical issues related to software implementation, including at the client site when required
For more complex cases, support more senior team members with the above activities as required
Provide early-stage support (particularly during the deployment phase) for user queries and delegate/escalate issues to other support staff, software product owner, or vendor as appropriate
Work with first-line (helpdesk) resources to provide support for repeatable requests
Ensure documentation is created and maintained for Service Requests, Incidents, and Problems and own activity to push ticket resolution as far left as possible
Proactively manage relationships with case teams and clients to ensure a clear understanding of needs and issues and that they are being addressed
Service management and delivery - Case team and client training (25%)
Lead training of new users on usage of the software across the usage lifecycle – case team and clients (both day-to-day users and senior client leaders)
Manage demo sites, materials, and delivery to Bain and client stakeholders
Own creation, curation, and ongoing management of software training curriculum, including structure, delivery methodology, materials, and other collateral (e.g. videos)
Service management and delivery - IP advisory and software selection (10%)
Develop deep understanding of Transformation IP relevant to ARC and related methodologies (e.g. Bain Accelerated Transformation)
Develop deep understanding of software selection and software configuration options relevant to ARC.
Support senior team members as required in assessing feasibility of software given client’s technology infrastructure
Act as expert advisor to case teams and clients on IP, software selection and software configuration options for less complex cases and support more senior team members as required on complex cases
Product Operations (10%)
Collect, aggregate, and synthesize user feedback to support Product Manager in developing and prioritizing software enhancements and roadmap
Work closely with product team to triage/support client-specific enhancements, advocating for clients within the product team and managing client expectations/communication
Support with monitoring financial and usage profile of software
Team Operations (10%)
Act as a role model and coach for more junior members of the team
Work with tier 1 resources to optimize support materials and processes
Provide escalation point and decision making point for more junior team members
Software product awareness (10%)
Prepares marketing videos and collateral for internal marketing as well as client proposals
Provides new/pipeline case teams with relevant examples from previous users (e.g. dashboard screenshots, training materials, executive presentations)
Provide proactive materials and develop methodologies to ensure clients and case teams are aware of product functionality and capability
Service improvement (5%)
Support with co-ordination and performance of user-acceptance testing for new releases and updates
Monitor software usage across deployments and anticipate any roadblocks for users
Support senior team members, the Product Manager and Product Owner to design and implement new services
As the product scales, assist in the development of tooling, processes and documentation to improve support services
requirements-expected :
BA/MSc or equivalent undergraduate degree
3-5 years working in software deployment, software customer success, or technology-related consulting
At least ~2 years in a customer/client advisory role
Fluent in English
Ability to quickly pick up and apply complex topics
Excellent oral, written, and PowerPoint communication skills
Facility to discuss technical issues with a non-technical audience
Comfort working independently and/or remotely from supervisors in a fast-paced environment
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of professional training & courses
