​Senior Professional Services Consultant (Eastern United States)

 

Winmore is seeking a talented Senior Professional Service (PS) Consultant with at least 5 years of experience in the FreightTech, Supply chain, Logistics, and Forwarding space. This job requires a high energy hands-on, passionate, customer-driven and creative problem solver who will be expected to coordinate and complete work. This is a permanent job.

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Winmore’s Senior PS Consultant reports to the Chief Customer Officer and is based in the USA, East Coast, to be on par with some of Winmore Customer time zone. The person will be responsible for supporting new customers and their users into the Winmore Software through 2 distinct phases:

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Onboarding / Implementation

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Onboarding / Implementation consists of, but is not limited to:

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• Prepare Project Plan, scope the implementation phase, lead the discovery activity, and discuss process with the Customer.

• Interface with Customer project team, act as the point of contact throughout the duration of the implementation project.

• Dispatch technical requests to and work with the engineering team to prepare a new customer environment/ configuration.

• Customize environment as defined by customer-specific sales demos.

• QA environment to ensure correct set-up and functionality.

• Host End-User Training Sessions, Train-the-Trainer Sessions, and Customer-Admin Training Sessions.

• Work with the customer to ensure customer data is being captured to facilitate reporting and dashboards.

• Model the customer’s process within the Winmore System.

• Assist in uploading customer historical data into the Winmore system, including mapping and customer calls to ensure understanding of data and how to translate it into the system.

• Ensure new customer satisfaction throughout the onboarding process.

• Document customer configuration at time of Go-Live.

• Transition fully onboarded clients to the customer care phase.

 

Customer Care & Account Management

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The position will also assist in customer support for both new customers and previously implemented customers, as well as managing future requirements towards the Product teams.  Support consists of, but is not limited to:

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• Analyzing and monitoring Winmore customer support desk.

• Covering for ticket handling, addressing, and investigating customer tickets.

• Providing responses to end-user support inquiries, complaints, feedback, and enhancement requests according to agreed-upon SLAs.

• Immediate verification and escalation of system outages reported by customers.

• Troubleshoot issues and bugs, resolving as much as possible before engineering intervention.

• Document reproduction steps for bugs on designated engineering boards.

• Assist in prioritizing issues and bugs based on customer communications, process disruption and new customer implementations.

• Lead communication back to customer(s)

• Scope and document new enhancement requests and provide back quotes to customer.

• When customer engages in/ agrees on additional professional service hours, execute and configure workflow processes and updates to data structure in software and document custom configurations – In the same way initial implementation is handled.

• Organize regular “health-pulse”, progress or review meetings with customer; involve experts as necessary to provide either a detailed picture (e.g. technical SSO migration) or a macro view of certain topics (e.g. product roadmap).

• Internally follow up on actions, raise inquiries or enhancement requests, document progress and communicate back to customer status during regular review meeting.

 

In addition, the Senior PS Consultant will:

 

• Coordinate the activities of other PS consultants located in the USA,

• Coach them,

• Internally act as the senior reference point,

• Externally towards customers, act as escalation point,

• Drive Professional Services growth.

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Skills Required:

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The ideal candidate will have a good understanding of the transportation and logistics industry, preferably focused on the RFP and Bid/ Tender process, forwarding pricing activities & methodology. Knowledge of account onboarding, customer relationship and Carrier sourcing would also be beneficial.

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For new customer implementations, this person must have well-developed verbal and written communication skills as well as a thorough knowledge of the software application and be able to describe its functions, features, and details to end-users. They should be comfortable training groups and individuals via video conferencing. The position will require working closely with new customers to understand their business requirements.  The successful Implementation Consultant will quickly gain an understanding of the Winmore platform and capabilities and will be able to translate customer processes and data-needs into configuration that fits within the system’s parameters.

For customer success and support, the individual must have excellent time management skills and be able to quickly jump from one focus to the next.  It is imperative that the professional can quickly identify and escalate systemic outages as well as blockers to new customer implementations. They will also be able to thoroughly troubleshoot and create reproduction documentation on reported issues and prioritize issues using several criteria, including how many customers and users are affected, if there are feasible workarounds, if it’s a core feature and if it’s a common use-case.

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Education, Experience and Competencies:

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Business Requirements

 

• Customer-centric mindset

• Experience with SaaS implementations,

• Understanding of business process modeling,

• Excellent strategic & technical thinking,

• Ability to consultatively engage with customers and to quickly make complex decisions,

• Thrives in a fast-paced, entrepreneurial environment,

• Experience leading customer-facing discussions,

• Attention to Detail that can be translated into both customer-facing and internal documentation of customer business requirements, processes, and configuration,

• Ability to coordinate with the product team and customer to define and refine solutions for customer use-cases outside of current system functionality,

• Experienced in, connected with and knowledgeable of the logistics/ transportation industry.

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Technical Requirements

 

• Experience with web-based software solutions,

• Enjoys problem solving and finding innovative solutions,

• Can quickly learn and internalize software capabilities and translate customer use-cases into system configuration,

• Experience QA’ing and Regression Testing from an end-user perspective highly desirable,

• Experience with integrating software systems highly desirable,

• Experience building dashboards via BI tools is helpful, but not required,

• SQL and JSON languages preferred, but not required

 

Personal Competencies

 

• Fluent English speaking and writing skills,

• Intrinsically motivated to ensure customer success and satisfaction,

• Strong interpersonal and communication/listening skills,

• Professional and Confident in working with high profile clients,

• Disciplined, structured, with a balance between analysis and action,

• Team player but also able to self-manage and work independently,

• Strong and current knowledge of technology platforms and ability to quickly adapt to new software,

• Relevant bachelor’s degree preferred.

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Ready to start the process?

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Please note Winmore is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.