· Handle the implementation of new projects; remotely, onsite or on clients premises.
· Understanding the client's needs to implement the most fitting solution required to satisfy the requirements.
· Identify any gaps that may exist and perform problem management.
· Educating the client on how to use and maximize the benefits of the software by providing training and case studies; remotely, on-site or on client premises.
· Effectively use a project management tool or application to be able to keep track of deliverables, deadlines and project budget status;
· Effectively communicate issues/new requirements encountered during implementation to the Product team;
· Analyse customer feedback on implementation and liaise with the Product Owner and Support Team to come up with effective solutions.
· Maintain highest client satisfaction and positive client relationships.
· Keeping abreast with the upcoming and new product functionalities to be able to relay updated solutions to the customer.
· Maintain a high level of product knowledge.
· Develop training material for customer, which knowledge can be of benefit to the general team;
· Participate in the creation of Webinars to educate further the client base, working with information gathered from the Support, Sales and Product Teams to create the agenda based on specific topics/modules
· Respond to customer submitted implementation support requests.
· Coordinate weekly roundups on new projects and implementation;
Requirements:
· 5+ years of customer support experience
· Ability to provide industry level consultation to customers whenever required.
· Advanced Excel Macros scripting
· Excellent organizational, time management and leadership skills.
· The ability to multitask effectively.
· The ability to work independently and as part of a team.
· Ability to motivate/coach a team;
· Has a flair for training/presenting to an audience.
· Exceptional communication skills in both English and Maltese. Speak and write clearly and articulately without being overly verbose or talkative. Maintain this standard in all forms of written communication, including email and chat;
· Possess own car and driving license
