Are you passionate about digital innovation, technology, customer success, and project management? Do you strive to deliver amazing customer experiences to increase satisfaction, loyalty and retention?
ClearPeople is a high-profile Microsoft Gold partner and finalist of the 2021 Microsoft Partner of the Year awards. We are one of the leading 0365 and Teams certified solutions providers in the UK, with a mission to create inspiring digital experiences for everyone, anywhere.
Our product Atlas helps companies thrive in the new world of remote work by engaging their employees and enabling communication, collaboration and knowledge sharing across silos – whether the silos are organisational, geographic, or technological. Atlas is an enterprise-class tool that works on top of Microsoft 365 to democratise knowledge and give a company’s employees what they need where they need it when they need it to succeed.
This is a mid-senior level position within the Customer Success Team. As an Implementation Consultant, you will report to the Head of Customer Success and will be a key member of the CS Team, ensuring that our customers understand, internalise, and experience the value of our products and services throughout the duration of their journey with ClearPeople.
As an Implementation consultant, you will have full ownership of the relationship with the client – you will work with them from the point of initiation of a project, through go-live and beyond. You will provide guidance and advice aimed at ensuring their successful experience with Atlas, but also effectively implementing and coordinating all implementation activities.
This role also serves as an internal advocate for the client, helping to drive support and change, when necessary, to help the client achieve their business objectives.
Implementation Consultants must be product experts who take ownership of customer experience, customer satisfaction and a high quality of service. This involves some core competencies that an IC should consider and act upon:
Account management: Build relationships with a portfolio of key clients, identify and act on upsell and cross-sell opportunities to meet company or team targets. Define, refine and monitor KPIs for business cases and product use.
Project management: Work hands-on with customers to successfully implement our solutions, including on-site and remote product consultation and training, to drive customer adoption and value creation. Recognising these objectives for the team, the IC should design and ensure smooth implementation of processes to engage customers in a way that optimises their understanding of Atlas and helps them move through implementation to live as quickly as possible whilst minimising the cost to ClearPeople. The IC needs to constantly optimise the Atlas process including expected efforts per task.
Support: Leverage product and customer expertise to qualify support tickets and provide quick, effective, high-quality functional and technical support that address customer needs. The IC should regularly review customer support activity, with the Service Manager, to highlight trends and co-ordinate activity to deliver self-service or largely automated ways to avoid or resolve these issues for future customer engagements.
Customer Onboarding: New customer onboarding is the most important task for any Implementation Consultant. For best results, customers must be taken through the shortest path to value so that they can get some ROI as soon as possible. This will help them realise the importance of Atlas.
Account Escalations: Support or respond to any alerts, red flags, overdue customer support tickets, etc. This ensures that you control the fire when it is small and manageable. The customer feels that you are always there to help him/her when required and this helps to build a relationship.
Upsell: Together with other ICs and key members of the team, seek opportunities to upsell further services and products. It is the best way to increase the lifetime value (LTV) of your customer.
Customer Advocacy: Given that Implementation Consultants are the customer relationship owners, it makes sense for ICs to convert that relationship and value into real advocacy. It could come in the form of an internal NPS survey, external reviews, a case study, or the good old referral. Referrals lead to huge financial growth without putting in much effort.
The successful candidate will be a confident and highly organised individual, with excellent interpersonal skills.