2022 Specialist I - Product Implementation - Thiruvananthapuram null

About the job role

Understand the unique operational needs of each customer. Actively promotes the needed configurations and carries out implementations per plan; ensuring the product contributes to the success of the customer and of UST.

Outcomes

• Collaborate with Product Managers and the marketing team. ensuring that the product contributes to the success of the customer.
• Conduct and document pre-implementation process review of customer workflow.
• Provide in-depth process reviews and ensure implementation of improved processes.
• Consult with customers to identify and communicate hardware and software requirements before implementation.
• Conduct training sessions with customers pre-and post-implementation.
• Enable team collaboration working with cross-functional teams.
• Manage implementation milestones and activities per project schedule.
• Conduct presentations reviewing customer workflow to internal workgroups about the implementation.
• Provide feedback to product managers utilizing customer feedback.
• Deliver virtual and onsite training around product setup and best practices.
• Provide professional implementation and support services to clients resulting in smooth well-coordinated implementations
• Consult customers to design and recommend solution architecture. Recommend configuration approach and design
• Review customer deliverables

Measures Of Outcomes

• Personal and team achievement of quarterly/yearly objectives
• Number of non-compliance issues addressed
• Successful planning and implementation of product meeting client requirements
• Customer satisfaction score
• Compliance with architecture/design/ implementation guidelines and standards
• Compliance with the industry domain standards and guidelines
• Number and quality of training programs conducted
• Meet performance-related SLA
• Adherence to timelines for project delivery
• Number of reviews conducted

Outputs Expected

Product Consulting and delivery:

• Configure software to functional specifications for multiple end-users during implementation.
• Contribute feedback to product managers utilizing client feedback.
• Set goals establish and manage objectives for successful implementation.
• Lead team’s communication with diverse groups; influencing change throughout the organization.
• Follow established implementation processes and implementation guidelines for new clients or new services to existing clients. Help create new processes for new products.
• Provide support services develop solutions and educate clients in the various stages of the product implementation cycle.
• Proactively communicate client’s improvements in utilization of products and services; attempt to minimize future support
• Review and understand client use cases to understand the client’s business successfully integrating client needs with product offerings and solutions
• Follow established escalation protocol and seek advice or assistance from the Implementation Manager as required during difficult client situations

Manage Business Achieve Additional Market Share

• Participate in the pre-sales stage (e.g. preparation of marketing materials and collaterals client calls demos reviewing proposals and business development activities to ensure technical feasibility

Skill Examples

• Ability to quickly learn understand and explain technical information
• Ability to manage and coordinate multiple implementations and technical issues
• Demonstrate the ability to anticipate and solve practical problems or resolve issues that may arise during a new client implementation
• Recognize and identify potential areas where existing implementation policies and procedures require change or where new ones need to be developed particularly to facilitate company growth and product expansion
• Ability to use individual discretion while dealing with clients
• Uses UST and other chosen COTS Product Features / Functionality knowledge to understand the complex functionality (areas) in the product/custom components (native and outside product); understanding the relationship of various modules to one another. Contribute to and participate in various product-specific solutions for a specific project/client/organization. Build training materials and assessments for the product sharing best practices with other teams. Leverage the best practices already followed within the product CoE ensuring consistent reusability of tools and best practices across projects
• Uses Competitive Products Landscape knowledge utilizing best practices from the other product CoEs. Build solutions that can be used across products. Participate in product consulting engagements