Senior Professional Services Consultant

ROLE SNAPSHOT

The Senior Professional Services Consultant is responsible for deploying software solutions within our customer base in the field. This position is a customer facing consulting role that requires exceptional collaborative skills and the ability to build strong partnerships with various cross-functional groups throughout our customer base and within the business. This role requires the ability to travel extensively and work directly with customers on a regular basis. Occasionally, this position will require delivery of formal training to customers and partners on projects.

KEY DUTIES

Technical mastery of at least one product with associated product applications OR one highly specialized field skill such as; integration with 3rd party products using APIs, NERC CIP solution delivery, or Information Systems Security

Ability to troubleshoot technical issues to resolve customer problems

Develop custom scripts, utilities, or integrations to fulfill customer needs

Collect infrastructure technical requirements, create implementation and production deployment procedures for Fortra products to interoperate and work within customers environment

Understands department goals and current processes and can recommend the use of new or existing tools to achieve those goals.

Deliver services and support both onsite and remote

Assists in onboarding new Technical Consulting team members, as requested, by training him/her on processes and/or projects. Acts as the main mentor and go-to for the new hire. Is the first to field any culture or work-related questions.

Supports new and existing clients in more complex set ups and usage scenarios of the purchased software.

SME in one or more 3rd party technologies such as Linux, SIEM and Windows Server OS

Authority to act within defined policies inside area of expertise/knowledge as directed

Regularly employs consultative selling techniques during customer interactions and identifies selling opportunities (software and services) with customers. Builds strong customer relationships that encourage additional services work with customers

Called on to support junior members to manage external stakeholders through conflict resolution

Deep knowledge and understanding of Windows OS, Linux/UNIX OS or IBMi

Delivery of customer or partner facing product training

Support Services revenue objectives by maintaining 75% billable utilization

Other duties as assigned

BASIC QUALIFICATIONS

4-6 years of experience

High level independence

Advanced technical skills

Ability to identify selling opportunities with customers and build strong relationships

Excellent communication skills with both technical and non-technical audiences

Actively seeks constructive feedback on own performance

Ability to supervise others

Executes tasks in a timely manner with minimal revisions needed

Proactive, able to prioritize and solution oriented

Knowledge and understanding of Windows OS, Linux/UNIX OS