Context
In order to strengthen our team, we are looking for an a Professional Services Consultant to design and implement the innso solutions according to the client needs.

Missions

• Manage the whole project cycle from the kick-off in collaboration with Business Development team to the management of charge allocations and teams, control of project progress and reporting, and communication with clients and colleagues
• Evaluate project risks and setup preventive action plans
• Manage project deadlines, timelines and costs, and support the client in adoption at launch and promotion of change management
• Negotiate project objectives with the client in coordination with innso Account Manager
• Guarantee the success of the project and the correct use of innso solution
• Ensure the project transition to support and liaise with innso administration over invoicing at the start and during the project run phase
• Drive project workshops, collect all client needs and ensure the solution design
• Advise the client on best business practices and identify needs for additional auditing or consulting
• Produce documentation detailing the solution and for the client, colleagues and innso support team
• Provide platform configuration, testing, deployment, training and post-launch support
• Provide maintenance for minor requests in collaboration with support
• Communicate with the technical delivery team regarding the project scope and customization needs
• Collaborate with the Product team to share client needs and market insights, and contributes to the product roadmap

This position is open to full-remote, but requires some occasional trips to our office.

• 2 years minimum of experience on a similar position, including at least one experience in customer relationship management
• Strong experience of customer contact center practices, including BPO (Business Process Outsourcing)
• Comfortable with CRM / Customer Engagement Platform configuration
• Fluent knowledge of English and French, spoken and written
• Mastery of MS Office tools
• Good Writing and communication capacities
• Planning and organizing skills
• Sense of synthesis and ability to prioritize
• Autonomy
• Sense of customer and service
• Sense of curiosity (auto-discovery of modules and solutions deployed for clients)
• Manage internal / external pressure
• Team spirit