About the Role
We are looking for a dedicated Solution Consultant to join our post-sales team, focusing on nurturing and expanding our relationships with existing clients through technical expertise and strategic account management. This role is pivotal in ensuring the seamless transition from pre-sales to post-sales, with a significant emphasis on working closely with the Pre-Sales Technical Engineer (PSE) team during the handover process. The SC will be responsible for overseeing the entire customer lifecycle post-sale, ensuring that our solutions meet the evolving needs of our clients and driving successful adoption and satisfaction.
Key Responsibilities
Pre to Post-Sales Transition: Collaborate closely with the Pre-Sales Technical Engineer (PSE) team to ensure a smooth handover of client accounts. Understand the technical and business context of each sale to tailor post-sales support effectively. Mapping Technical Roles: Identify and engage with key technical roles within client organizations, such as tenant admin, AD tech, firewall/network manager, identity creator, and implementation manager for ServiceNow integration, along with PowerShell script users for report generation. C-Level Engagement: Strategically plan and conduct meetings with C-Level stakeholders to understand their business objectives, align on expectations, and reinforce the value of our partnership. Issue and Success Metrics Validation: Work collaboratively with clients to understand, review, and validate their issues, needs, and success metrics. Develop and agree on a success plan with clear, measurable outcomes. Solution Advocacy: Present and explain implemented solutions and documentation to stakeholders, ensuring they are fully informed and aligned with the agreed success plan. Adoption Monitoring and Remediation: Continuously measure solution adoption, identifying areas for improvement or remediation to ensure ongoing client satisfaction and success. Growth Opportunities: Proactively identify upsell and cross-sell opportunities, engaging clients in discussions about how additional services or enhancements can add value to their business. Professional Services Engagement: Discover and propose professional services opportunities to further support client objectives and solution effectiveness. Business Value Review (BVR): Conduct regular BVR sessions focusing on evaluating success metrics, adoption rates, and uncovering new business opportunities. Continuous Engagement: Maintain regular touchpoints with clients to discuss their ongoing needs, support requirements, and any queries or requests they may have. Contractual Management: Oversee contract renewal negotiations and true-ups, serving as a primary escalation point for any support requests. Product Roadmap and Training: Keep clients informed about new functionalities and future product roadmaps. Facilitate training sessions to encourage the adoption of new features. Service Management: Monitor and manage the service ticket lifecycle, ensuring all client issues are resolved promptly and satisfactorily. Proven experience in a post-sales environment. Strong Microsoft 365 technical background with the ability to engage and communicate effectively with C-Level executives and technical stakeholders. Experience in managing client transitions from pre-sales to post-sales, with a clear understanding of the sales cycle and customer lifecycle management. Excellent problem-solving, negotiation, and presentation skills. Ability to work collaboratively across teams, including close interaction with pre-sales engineers, to ensure a unified and seamless customer experience. This role is a unique opportunity to play a critical part in our clients' success, driving the adoption and satisfaction of our solutions post-sale. If you are passionate about building long-term client relationships and have a track record of technical and account management success, we would love to hear from you. A working knowledge of M365
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