Professional Services Consultant III, Team Lead

Description

• Lead, own and manage client implementations and lead requirements gathering, business analysis, system configuration, testing, and training. 
• Extract, analyze and assess client business needs and workflows; make consultative recommendations.   
• Understand client expectations and client requirements when the project begins; keep the project in scope and on time.  
• Set up and configure client’s workflows (business processes), security roles and rights, etc. per requirements and system administration.  
• Maintain up-to-date system knowledge through product enhancements, changes, and defect fixes. 
• Research, analyze, develop, and recommend processes and procedures to improve the customer's overall experience. 
• Recommend best practices to clients based on product capabilities and business process workflows.  
• Provide technical expertise and training to colleagues and clients.  
• Provide feedback on existing product based on efficiency gains and customer needs. 
• Maintain up-to-date system knowledge through product enhancements, changes, and defect fixes. 
• Ongoing Mentoring, onboarding, and facilitating training sessions for any level of Consultant.  
• Lead internal initiatives to build efficiencies, team knowledge, and increase customer satisfaction. 
• Independently facilitate & lead User Group Sessions. 
• Pilot new service offerings to determine validity, feedback, and value. 
• Conduct virtual ad hoc professional services webinars. 
• Conduct Discovery Calls for Post-Implementation Services including writing a Statement of Work with recommended level of effort. 
• Work directly with customers to document and validate business requirements, which are then mapped to the application’s functionality. 
• Conduct Peer Review of Projects which include 360 feedback for consistency, delivery, and presentation. 
• Independently Facilitate, Deliver & Conduct virtual and onsite Certification Courses and Maximizations successfully with positive client feedback for clients of all sizes (Consortia, Partners, Strategic, State, etc.).  
• Contribute and achieve the team utilization of 70% billable by individual billable contributions of 50-65% and or maintain an average total utilization of 75%.  

• Create an environment orientated to trust, open communication, creative thinking & cohesive team effort.  
• Provide daily direction and communication to employees so that client interactions are handled in a timely, efficient and knowledgeable manner.   
• Handle escalations and tough, complex client problems. Problem solve across the team and company.   
• Seek and explore ways the team and delivery can improve client experience or efficiency.   
• Lead Team Meetings including Key Initiatives, Goals, Updates, etc.  
• Understand Team goals, metrics and strongly partner with Director on driving to the Goals (Effort Targets, UTE, Duration Targets, Margins, etc.)   
• Ability to Schedule & Assign Team Resources based on availability, skillset, and fit.  
• Point of contact for Client Escalations   
• Schedule routine 1:1 sessions with each team member in order to provide the following:  
• Statistical and performance feedback and coaching on a regular basis   
• Support growth and development through contributions to their Individual Development Plans 
• Be available for employees that experience problems providing appropriate coaching, counseling, direction and resolution  
• Ensure employees have appropriate training and other resources to perform their jobs   
• Participate in the new hire recruitment process as needed; to include phone and/or in-person interviews.  
• Perform the D4G performance review process; which includes writing and delivering reviews with Sr. Manager or contributing comments on employee performance.  
• Work collaboratively with the Sr. Manager to address any employee performance concerns; work directly with employees to coach and mentor them with goal of driving performance back up to set standards.  
• Approve employee time-off requests while ensuring the team remains properly staffed at all times.  
• Work as a member/leader of special or on-going projects that are important to area/process improvement.  
• Conduct Peer Review of Projects which include 360 feedback for consistency, delivery, and presentation.  
• Confidently escalate issues internally, as needed.   

• Technical proficiency, solution mindset, communication and organizational skills are top strengths.  
• Ability to manage multiple priorities, including balancing workload and monitoring of your team.  
• Strong analytical skills, data management and reporting capabilities. 
• Excellent understanding of common industry standard business practices related to Solution & Integrated 3rd Parties.  
• Ability to communicate effectively - both verbally and written - to peers, leadership and business partners including strong questioning and listening skills and ability to look beyond obvious answers to understand impact.  
• Team player, but exceptional at working independently.  
• Skilled in facilitating change management. 
• Dedicated to meeting client expectations, acts with the client in mind, maintains effective client relationships.  
• Ability to lead independently large, strategic accounts. 
• Ability to confidently escalate issues internally, as needed. 
• Ability to handle escalations and tough, complex client problems. 
• Ability to be cross trained on a variety of Frontline Education solutions. 
• Project Management experience (strongly preferred).  
• Prior K12 experience (preferred). 
• PMP (preferred). 

• Bachelor’s Degree and 6+ years serving customers, ideally during a company’s growth mode as an Implementation Consultant (or similar role) for SaaS company 
• Previous experience successfully managing large, complex multiple clients simultaneously with minimal supervision 
• Strong analytical skills, data management and reporting capabilities 
• Available to travel at least 30% of the time