The Deployment Consultant is responsible for activities relating to the deployment and custom services of Minitab Connect. Provide specific technical and business decision deployment services to all customers who are implementing Minitab Connect software application. This position also has expertise in the training discipline and is responsible for ensuring that our customers have been educated in the use of Minitab Connect.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Services Delivery
- Deploy Minitab Connect documenting onboarding/project tasks relating to configuration and testing of the tables, processes, forms, charts, dashboard, and users within the Minitab Connect platform in addition to training Customers as part of deployment.
- Ensure deployment using the following guidance:
- Are completed according to our process.
- Document all customer interactions including the details of weekly touch point calls, project plans, issues and problems reported.
- Completed in a timely manner and on budget as part of our CEL.
- Deploy effective project management/billing, utilization of hours for projects.
- Provide customer with deployment and administration product guides.
- Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
- Develop, test, and enhance Connectors as needed.
- Adjust existing configurations as new product features become available and Customers have Services Hours to utilize.
Education / Training
- Conduct on-site and/or in-house training classes for customers and/or employees on the features and operation of products.
- Travel to industry conferences and/or customer sites to assist with customer discovery, relationships, and promotion of Minitab’s vision.
- Mentor new Implementation Consultants with learning software products. Customer Support
- Provide assistance to customers, prospective customers, Minitab staff, and partners regarding Minitab Connect use and capabilities, and system requirements.
- Improve the effectiveness of Customer Success department by identifying roadblocks while looking for opportunities to improve departmental processes.
- Act as a Minitab Connect escalation point to perform call support research, respond to, and accurately resolve customer cases ranging from low to high complexity in a timely manner.
- Staging testing of new product features and bug fixes as requested for support of a customer.
- Capture and record customer interaction, maintain customer records and information including suggestions for improvements and modifications in appropriate Minitab systems.
Cross-Functional Operations
- Liaise with Marketing to coordinate marketing activities focused on Connect within the Customer Engagement Lifecycle.
- Coordinate cross-functional processes that help deliver on customers’ needs such as:
- Relay customer feedback to the Product team.
- Review possible bugs/issues raised by Customers or encountered during services delivery, report bugs to development team as needed and review/validate fixes before release.
- Align with the Support team on resolution of major cases and report bugs to the Engineering team.
- Align with sales to recommend services when uncovered to achieve Customer
Objectives.
- Partner in Enablement Process in conjunction with Software Engineering teams to incorporate roadmaps, enhancements, and new products in a timely fashion.
- Liaise with other Services departments to provide feedback on Customer status regarding Customer Health, Reference ability, and other Customer Success information.
- Liaise with Sales Enablement to contribute content to Minitab’s internal Learning Management System for educating employees on Products and Services.
ADDITIONAL RESPONSIBILITIES
- Participate in projects initiated by department leadership to improve the department.
- Assist in enablement of new team members.
- Occasional travel to customer or partner sites and tradeshows to provide technical support for sales staff.
EDUCATION, KNOWLEDGE, AND EXPERIENCE
- Bachelor’s degree in computer science or closely related technical discipline or equivalent work experience.
- 1-3 years in a software implementation or Professional Services role for an enterprise SaaS product, preferably an integration platform.
- Experience with technical writing is highly desirable.
- Experience with at least one computer programming language, for example MySQL, JavaScript, PHP is a plus.
- Experience understanding API Documentation and general knowledge of various API languages.
- Working knowledge of computer processes including programming, server systems, and networking is preferred.
- A focus on outcomes and able to drive team goals to align with company goals.
- Exposure to the daily activities carried out by Customer Success functions beneficial, but not essential. This includes but is not limited to handling customer cases and working cross functionally to solve customer problems.
- Strive for constant progress and provide a continual evaluation of processes and procedures.
- Extensive experience working in a team-oriented, collaborative environment.
- Expert experience supporting enterprise applications.
QUALIFICATIONS, SKILLS, AND ABILITIES
-Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning.
Ability to communicate statistical concepts and other technical information accurately and efficiently, both in speaking and writing.
- Ability to schedule and lead conference calls while having the correct resources involved to meet the customer’s needs.
- Strong computer literacy skills with the ability to understand the technical aspects of software and its functions.
- Strong documentation skills.
- Ability to learn quickly in a fast-paced environment and balance multiple priorities.
- Analytical problem solver with the ability to use conventional and unconventional methods for problem identification and resolution.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
- Ability to effectively prioritize and execute tasks in a high-pressure environment and effectively use time and resources to accomplish support group operations.
- Highly self-motivated, self-directed, and attentive to detail.
- Flexibility to changes in schedule, responsibilities or role based on customer requirements.
- Work comfortably and respectfully across diverse cultures and customs.
- Ability to speak, read, write, and understand the English language. Multi-lingual is a plus.
To be considered for the position, applicants must reside in the following states: PA, OH, NY, NJ AL, AZ, CA, CO, FL, GA, IL, IA, KY, MI, MT, NM, NC, OK, SC, TN, TX, UT, WI, WA and DE.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
