Job Description
JOB SUMMARY:
A Lead Consultant for Client Services at Argano plays a crucial role in shaping the direction of the Client Services family. They are responsible for managing and enhancing relationships with mid to large-size clients to ensure their satisfaction, retention, and continued business with the company. They provide advanced technical support and configuration when requested. They act as a bridge between the client and Argano, ensuring that client needs are understood and met. A Lead Consultant is constantly implementing and testing enhancements as well as new functionality. This position involves setting strategic goals, leading mid to large-size client initiatives, and providing expert guidance to both clients and internal teams.
RESPONSIBILITIES:
- Maintain regular communication with mid to large-size clients to understand their needs, concerns, and feedback. Respond promptly to client inquiries and resolve issues in a timely manner.
- Using in-depth knowledge of the Oracle SCM Applications, as well as industry best practice expertise, consults with clients to provide cost-effective solutions to client business scenarios.
- Refine customer requirements in detail, document, and present to the client for approval
- Identifies and applies creative and innovative approaches to resolving product implementation and integration obstacles and problems.
- Analyze current systems and data to identify new requirements, recognizing the need for systems enhancements or modifications if necessary
- Develop unit test scripts and coordinate with the client to perform the User Acceptance Testing of the system enhancements or custom solutions
- Work with Oracle to resolve service requests
- Constantly implemented and tested advanced enhancements as well as new functionality.
- Manage and oversee client accounts, including contract renewals, upselling, and cross-selling products or services.
- Offer ongoing technical support to address any issues or concerns that arise after implementation.
- Continuously monitor the performance of implemented solutions to identify areas for improvement or optimization. Provide recommendations for updates, upgrades, or modifications as needed.
- Develop account plans to maximize value for both the client and Argano.
- Focuses on maintenance, reconfiguration, new functionality or modules.
- Ensure high levels of client satisfaction by delivering exceptional client service and addressing any client issues or complaints.
- Collaborate with clients to understand their business goals and objectives. Provide strategic insights and recommendations to help clients achieve their goals through the company's products or services.
- Work closely with internal sales, marketing, Project managers, etc. to align client needs with Argano's offerings.
- Prepare and present regular reports to management and clients, outlining key performance metrics and the status of client accounts.
MINIMUM AND/OR PREFERRED QUALIFICATIONS:
EDUCATION:
- Bachelor's degree in a relevant field such as Business Administration, Marketing, Economics, Finance, Engineering, etc.) expected.
- MBA or relevant master's degree, advanced degree expected.
EXPERIENCE:
- 5 - 10 years of Client Services experience or in a related field.
- Experience with a few modules of the following modules: Order Management, Procurement, Inventory, Cost Management, Product Information Management, Manufacturing and Warehouse Management.
- Ability to write functional specifications based on user requirements.
- Senior enough to be able to handle client expectations independently.
- Experience Leading and managing mid-size client projects independently.
- Experience providing complex solutions to clients.
- Extensive expertise in multiple technical domains and IT knowledge.
- Proven track record of successful project management and client satisfaction.
- Preferred consulting experience in a similar role in a professional services firm or industry experience at a strategic level is required.
- Previous experience working in IT consulting companies with Managed Services or Support team
- In-depth knowledge of the relevant technologies and systems.
CERTIFICATES, LICENSES, REGISTRATIONS:
- At least one Oracle Cloud SCM-related functional certification.
SKILL REQUIREMENTS
- Client Relationship Management: Ability to manage senior-level client relationships with a focus on high-value and strategic clients.
- Strategic Leadership: Providing visionary leadership in the development and execution of client strategies, often with a significant impact on the client's business.
- Business Development: Identifying and cultivating new business opportunities, including large-scale projects.
- Innovation: Ability to demonstrate innovation and creative problem-solving in client solutions.
- Advanced Data Analytics and Modeling: Capacity to create complex data models and simulations to support strategic decision-making.
- Client Retention: Able to maintain long-term client relationships, fostering client loyalty, and ensuring client satisfaction.
- Presentations: Proficiency in delivering high-impact presentations to executives and influencing their decision-making.
- Team Collaboration: The capacity to work well within a team and contribute to collaborative efforts.
- Adaptability: Being open to learning, adapting to changing circumstances, and acquiring new skills.
