The senior professional services consultant is responsible for deploying software solutions within our customer base in the field. This position is a customer facing consulting role that requires exceptional collaborative skills and the ability to build strong partnerships with various cross-functional groups throughout our customer base and within the business.
this role requires the ability to travel extensively and work directly with customers on a regular basis. Occasionally, this position will require delivery of formal training to customers and partners on projects
1. technical mastery of at least one product with associated product applications or one highly specialized field skill such as; integration with 3rd party products using api's, nerc cip solution delivery, or information systems security
2. ability to troubleshoot technical issues to resolve customer problems
3. develop custom scripts, utilities, or integrations to fulfill customer needs
4. collect infrastructure technical requirements, create implementation and production deployment procedures for fortra products to interoperate and work within customer's environment
5. understands department goals and current processes and can recommend the use of new or existing tools to achieve those goals.
6. deliver services and support both onsite and remote
7. assists in onboarding new technical consulting team members, as requested, by training him/her on processes and/or projects. Acts as the main mentor and go-to for the new hire. Is the first to field any culture or work-related questions.
8. supports new and existing clients in more complex set ups and usage scenarios of the purchased software.
9. sme in one or more 3rd party technologies such as linux, siem and windows server os
10. authority to act within defined policies inside area of expertise/knowledge as directed
11. regularly employs consultative selling techniques during customer interactions and identifies selling opportunities (software and services) with customers. Builds strong customer relationships that encourage additional services work with customers
12. called on to support junior members to manage external stakeholders through conflict resolution
13. deep knowledge and understanding of windows os, linux/unix os or ibmi
14. delivery of customer or partner facing product training
15. support services revenue objectives by maintaining 75% billable utilization