Able to effectively troubleshoot technical implementation issues interacting with Enable support teams to manage product issues where necessary.
Actively serves as member of the Enable project team, often as a technical lead, contributing product and solution expertise to deliver customer value
Contributes to building the knowledge base within Enable technical practices and communities including lessons learned, best practices, tools, methods and learning events.
Serve as a coach to associate level consultants who are actively engaged as part of the project team on assigned client engagements.
Identifies customer training gaps and opportunities for Enable product or service expansion and enhancement.
Proactively manages issues, escalations and anticpates project risks
Acts as a go-to expert for challengine questions across various subject areas
Build strong, positive working relationships with both internal and external stakeholders.
Mentoring and supporting team members within the Success & Services department.
Lead productive customer meetings and workshops, resolving complex support tasks, and triaging incoming customer requests independently.
- Adheres to all company policies, including but not limited to time and expenses, code of conduct, ethics, security and any required training available.
- Knowledge, Skills, and Abilities (KSAs)
- Demonstrates ability to implement Enable software technology within customer environments at a complex level for the individual products of chosen domain expertise.
Proven and advanced level comprehension of product capabilities and how solution design can be integrated into the customer environment.
Proven ability to build strong relationships with customers, communicating effectively and ensure technical project delivery
Possess advanced technology troubleshooting skills for products of chosen expertise and basic technology troubleshooting capabilities, escalating where necessary.
Consistently achieves role KPI’s balancing billable time with self-development plans to ensure skills are constantly updated and in demand.
Ability to effectively time manage and manage multiple customer engagements concurrently
Acts as a role model for co-workers and customers by clearly communicating project status udates, risks, successes and next stages of projects
Experienced in change management, to facilitate smooth customer transitions from legacy systems to Enable.
Continually strives to build advanced skills.
- Fulfils ethics, security and compliance training and test requirements to always protect Enable’s interests and assets.
- Preferred Education and Experience
- Preferred 2+ years experience working in customer facing role in Customer Success or an enterprise software organization
Related Product and Industry Certifications as required (e.g. Oracle, SAP, SQL)
Annually maintained all granted internal and external technical and professional certifications to latest level as appropriate.
Experience with international cross cultural teams preferred
Experience handling large data sets and familiarity with tools like Python or SQL.
- English language written and verbally fluency required, other languages preferred
- Travel
- Our roles may require some travel, with a typical average being in the region of up to 20%. Very infrequently, however, some customers at some specific stages of their projects may request a higher percentage of travel, sometimes up to 50% or more.
