Aftersales Implementation Consultant

Purpose of the role

To act as source of expertise internally and for Key loop Customers in respective region. Develop, evolve, and retain knowledge to address the delivery requirements for the associated products like DMS, Manufacturer Systems (MS), Country Specifics (CS), Layered Applications, Keyloop acquired products and partner applications. The Consultant will ensure that both external (Keyloop customer) and internal project activities as assigned by Project Managers, Project Lead, Lead Consultant, are deployed to quality and time-managements expectation set forth by the signed order and within the legal frameworks.

The role will engage with customer remote and onsite (alongside other Key loop teams and functions) - ensuring accurate discovery, documentation, configuration, training and post go-live support in line with Key loop deployment methodology Surestart.

Also attend product reviews to ensure ongoing skills development, through amongst other methods the maintenance and formalization of knowledge management (collateral/artefacts/testing docs) to meet the current and expected business needs and outcomes.

Role & Responsibilities

• Standardization, efficiency, and adaptability to evolving product

• Embed and maintain a continuously evolving standard blueprint for the delivery of the products

• Embed product specifics and processes to ensure continuous readiness of the product knowledge to deliver optimally on projects

• Attend product reviews to ensure product alignment to the blueprint and required skills to deploy the product

• Provide feedback to product on field data/findings/situations.

• Embed high standards of performance in delivering results

• Identify product delivery problem areas and works to resolve the same

• Effectively balances priorities to achieve collective business results

• Support Lead Consultant to make informed decisions based on facts and 360 perspectives.

Communication

• Clear communication and knowledge sharing with internal and external parties

• Demonstrate flexible communication style for all internal and external parties

• Collaborates as an effective team player within and across departments

• Conduct/attend cross-link sessions with other teams

• Leverages formal and informal networks to accomplish objectives

• Leverage external factors to drive growth

Client Focus

• Actively seeks and applies information about client needs to internal stakeholders

• Suggest processes and procedures improvements to enhance customer experience

• Assist peers and Project manager / Project Lead in escalations/technical discussions

Outside-in Perspective

• Stay informed on external factors and trends.

• Welcomes the insights and networks of new associates joining Key loop.

• Adjust work style to adapt to different cultures and expectations.

• Bias for growth

• Willing to take an unpopular stand to challenge the status quo

• Using logic and data to improve performance.

• Embraces changes and acts as a catalyst for change.

Key Performance Indicators

• Successful delivery of projects - on budget and time with quality

• Completing 95% of assignments within the set time frame.

• Rework to be less than 4%

• Commercial and operational effectiveness - Billable and Productive utilization 80%

• Demonstrable internal and customer satisfaction, monitored via regular CSI / feedback. 

• Frequent and formalized business engagement and recommendations to drive greater adoption of Professional Services.  

• Provide ideas that reduce time to install / drive efficiencies for Professional Services.

• Lead and drive operational excellence (through SureStart and interaction with peers and team members). 

• Product knowledge through Certifications

• Time sheets updated weekly.

Skills / Knowledge & Experience

• Must have experience and proven track record in Finance, CRM, Technical or ERP deployments in Consultancy and or SME roles.

• Relevant business background and have a proven track record in acting as a key point of contact / SME in product delivery.

• Must have the proven ability to define and maintain standard end-to-end business process for optimal delivery of software and in working with other teams to support the customers.

• Must be process-driven with a track record of successfully handling considerable change and the ability to work under pressure.

• Commercially astute, good business acumen, with strong analytical skills

• Knowledge of the Automotive Aftersales industry (desirable, not essential)

• Ability to advise, persuade and influence people in a professional and effective manner

• Must demonstrate outstanding verbal and written communication skills

• Open for challenges and striving for continuous improvement, motivating and engaged in the role

• A team player who is influential and builds good working relationships across teams

• Flexibility, integrity and problem-solving skills are a pre-requisite to be successful in this role.