The Senior Software Consulting Specialist is responsible for interacting directly with partners for consulting and implementation needs.
This role works in partnership with cross-functional teams to ensure clients have the necessary support as they become more integrated with ConnectWise products.
The position provides support to the Onboarding & Consulting teams with a high attention to detail.
Responsibilities include researching, analyzing, and documenting findings.
The specialist may coach and review the work of other team members.
They coordinate all aspects of project implementation, working closely with the client and internal project team.
The role involves managing the workflow/timeline with client start dates while continually updating notes.
Conducting kick-off meetings with new clients to review expectations, project implementation timelines, and plan milestones or deliverables is essential.
The specialist effectively communicates project status to clients.
They maintain key performance indicators and metrics provided by management.
The role includes coordinating software configurations and consulting via online webinars, email, and phone sessions according to client billable hours.
Conducting technical training, system configuration, and troubleshooting via web-based applications, phone, and/or email is required.
The specialist supports product installation and configuration during the pre- and post-sale process.
Documenting all customer interactions using hosted business automation and ticketing software is necessary.
They recommend improvements to product documentation to help customers and minimize client services utilization.
The role involves verifying bugs raised against products and offering advice on resolution, escalating when necessary.
Maintaining an average customer survey rating based on department goals is expected.
The specialist assists with projects based on scope, statement of work, and SDLC release support.
Engaging in ongoing product cross-training as identified is also part of the role.
Requirements:
A Bachelor’s degree in a related field or equivalent business experience is required.
The candidate should have 4+ years of relevant experience.
An MBA and industry experience are preferred.
Experience with ConnectWise products is also preferred.
The ability to manage projects and processes independently with limited supervision is essential.
Advanced knowledge of the applicable work area is required.
The candidate must be able to situationally adapt and understand new technology/processes as per business and partner requirements.
Being organized, detail-oriented, and self-motivated is necessary.
The ability to effectively communicate via phone and email is required.
Strong presentation, data analytics, and communication skills are essential.
The candidate must be able to plan, organize, and prioritize multiple projects to independently meet deadlines and complete tasks accurately.
Proven ability to convey large amounts of complex information easily is required.
Strong discretion, good judgment, and the ability to maintain confidential information are necessary.
Knowledge of Microsoft Office applications at both desktop and server levels is required.
Benefits:
ConnectWise offers a diverse and inclusive workforce and provides a workplace free from discrimination and harassment.
The company provides equal employment opportunities to all employees and applicants without regard to various protected characteristics.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions and receive other benefits and privileges of employment.
The working conditions may include onsite, hybrid, or remote options depending on location.
