ImpactSearch Partners

Professional Services Consultant

ImpactSearch Partners - Remote

Responsibilities and Duties:

  • Develop and manage a successful customer implementation plan to achieve business objectives following a standardized methodology and a core success roadmap.
  • Support the sales team during the sales cycle to ensure the customer requirements and business objectives are defined and the expectations are set appropriately.
  • Provide clear communication and documentation during the implementation cycle to ensure customer expectations are met and goals are delivered.
  • Manage challenging customer situations and design resolutions that ensure the customer success plan can deliver on and ensuring a positive, value-add, customer experience
  • Serve as a Microsoft expert, mentor, coach, knowledge resource, and escalation point for the team and customers.
  • Manage quarterly and annual targets for customer success metrics including customer adoption and customer references.
  • Prioritize and respond to customer inquiries regarding new product functionality or features and helps the customer clearly articulate the need and benefit.
    • Maintain timely customer communication, documentation, and recommendations on best practices for SaaS Management capabilities.
    • Contribute to training materials.
    • Contribute to best practices for implementing customers as well as the Customer Success Roadmap to maximize their investment.

    Qualifications and Skills:

    • Advanced knowledge of Exchange, Active Director, networking, Microsoft 365, virtualization, and other technologies as required to support the technical sales cycle and implementation services.
    • Microsoft M365 and Azure deployment and administration experience
    • PowerShell understanding and scripting experience
    • Lead and participate in client whiteboard sessions and design discussions
    • Able to solve complex technical problems through sound and methodical troubleshooting
    • Ability to develop strategic customer relationships, gain trust, establish credibility, and respect for the team.
    • Demonstrated experience working within large and complex environments.
    • Prepare technical design documentation and task-level project plans
    • Ability to understand and explain technical concepts to non-technical individuals
    • Creation and review of Statements of Work
    • Manage client expectations and communications
    • Degree qualification or equivalent work experience
    • Experience with the Microsoft 365 ecosystem as a Microsoft customer, Microsoft employee, contractor or ISV partner
    • A working knowledge of Microsoft licensing models in the context of Microsoft 365
    • Knowledge of process automation and workflow technologies
    • Experience with security and compliance processes and technologies

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