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
• In-Depth knowledge of Email Security, specifically SME in SPF, DKIM, DMARC and BIMI
• M365 Administration or Google workspace Administration experience
• Mail Routing fundamentals and experience with Secure Email gateways
• Understanding of SAML 2 configuration and assisting customers with SSO Setup
• Experience with Fortra Agari DMARC Protection and Cloud Email Protection a plus
• Experience with third party email senders a plus
• Delivery of customer or partner facing product training
• Support Services revenue objectives by maintaining 65% 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