Service Consultant

Background

SMG – Service Management Group is hiring a Solution Consultant to join our team!

Are you looking for the next professional opportunity that will challenge you and advance your career? Join our team now!

SMG helps organizations generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. Our unique software with a service (SwaS) model puts a dual focus on platform technology and professional services, making it easy for brands to activate insights based on customer, patient, and employee feedback.

Service Consultant duties & responsibilities:

As a Solution Consultant at SMG, this is what you will do:

Establish and maintain customer relations throughout the entire implementation lifecycle for new client and/or expansion launches
Review contract, summarize deliverables, and highlight complexities or customizations
Support clients in identifying CX success metrics, enabling them to measure ongoing value
Design CX implementation plans and timelines, ensuring that all milestones remain on schedule and budget
Develop solutions to customer complexities, including understanding the customer’s objective and business needs
Refine onboarding approach to optimize speed to market and maximize value realization
Maintain up-to-date knowledge of our best practices and solutions and be able to clearly articulate business value
Become an expert on SMG and quickly learn to demo and articulate the value of the solution
Display customer empathy and earn trust by demonstrating business and process acumen
Advocate for the needs of customers to leaders in different departments
Demonstrate advanced SMG features and engage solution experts as needed
Raise critical customer concerns internally and mobilize resources to resolve issues
Assist with refining or writing training guides and documenting customer solutions for repeatability
Work cross-functionally and participate in companywide initiatives beyond your day-to-day responsibilities
Leverage your learnings and innovations working with customers to guide account teams which improve the experience for all customers

Service Consultant requirements and qualifications:

You are a perfect match for the role if you have:

Bachelor’s degree
5+ years’ of customer-facing experience
Consulting or experience building relationships with executive leadership
Impeccable customer services skills and ability to build positive relationships
Knowledge of best practices in customer service and retention
Proficient with applicable software applications, specifically project management software (Asana, Workfront, Smartsheet, etc.)
Strong written and verbal communication
Strong aptitude for technical software products and navigating technical solutions
Excellent organizational skills to manage multiple projects and priorities simultaneously

What we offer to our talent:

This is a remote full-time contractor position. You can work from anywhere that allows a minimum of four hours of business working hours overlap with US Central time zone.
Competitive compensation package and ample opportunities to learn and grow.
Diverse, experienced, and friendly team which will welcome you, support you and challenge you.
We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.