Position Overview

The Professional Services Consultant will be a member of the Professional Services Team who will be accountable for overseeing the operational health of Trustwell services and Implementations from delivery through lifecycle support for our customers. The day-to-day of this role requires providing successful Professional Services to medium and large enterprise customers.

The Professional Services Consultant will be responsible for helping customers through all phases of Professional Services, including requirements gathering, account setup and reconfiguration, testing and validation, preparing materials, assisting with small scale deployment/re-deployment and transitioning to Customer Success team, project kickoffs, daily tasks for projects, and maintaining time tracking for the projects and tasks in flight. Success in this position requires strong customer service and project management skills, strong data analytics skills, and the ability to thrive in a dynamic, fast-paced environment.

Trustwell is a growing company that takes pride in our partnerships with customers and the relationships we have among our employees.

We offer responsible PTO to promote work/life balance and flexible schedules to provide employees the needed flexibility for today’s busy lifestyles.

Responsibilities:

• Review and understand customer goals and objectives to align on definition of success for the program
• Consult with customers to enhance utilization of the software and to increase the customers’ process efficiencies
• Develop customer relationships, generate leads, and work with Professional Services Lead to generate sales opportunities in Services.
• Manage project timelines based on project scope.
• Plan and help run weekly and ad hoc calls with customers, as well as maintaining regular email/Smartsheet communication during duration of Professional Services projects
• Assist customers with configuration and troubleshooting during their Professional Services projects by sharing industry best practices.
• Host training webinars to support customer’s communication to their supply chain members.
• Serve as product expert, training users on product functionality and providing recommended solutions on how best to translate their business requirements.
• Perform tasks that are assigned or requested according to the proper processes, ensuring that quality is being tested and expectations are met.
• Regularly report on project status and open tasks and communicate upcoming deadlines for customers to stay on track.
• Identify any risk factors that may impact timely completion of project/task and take action to mitigate, escalating to internal stakeholders when necessary.
• Contribute to the development and refinement of Professional Services team processes.
• Provide regular feedback on the quality and efficacy of the current Professional Services processes.
• Balance internal Professional Services task areas against active projects to ensure effective account management and implementation requirements are met
• Must be able to work independently on projects daily and produce outcomes in a timely manner
• Maintain a high standard of personal administration and documentation of processes
• Responsible for staying up to date on product releases and updates and helping to maintain department documentation and training materials

Key competencies to be successful in this position:

• Bachelor’s degree and at least 2 years of project management experience strongly preferred (PMP certification preferred.)
• Excellent communication and presentation skills, both in-person and virtual and to all levels within customer organization.
• Expertise in data analysis and data manipulation
• Expert in Excel and Google Sheets, knowing how to use power query and power automate strongly preferred
• Experienced with business process re-engineering and creative problem solving.
• Ability to build strong customer relationships.
• Ability to learn new applications and become a subject matter expert at them.
• Demonstrates a strong work ethic and personal integrity.
• Has the flexibility to adapt and thrive in a fast paced, rapidly changing environment.
• Demonstrates ability to take on challenging customers and projects
• Able to work independently managing multiple projects and collaborate with members of a high performing team.
• Expertise in training/teaching.
• Ability to provide recommendations based on findings to internal and external stakeholders
• Experience with Salesforce, JIRA, Gantt charts, Smartsheet, Python, Workato, Auth0 etc. Desired. 

Trustwell is an "equal opportunity employer." We will not discriminate and will take "affirmative action" measures to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, creed, color, national origin, or sex.