[Hiring] Implementation Consultant @Helm Operations

Role Description In this pivotal role, your primary responsibilities include coordinating and facilitating the implementation of our Helm CONNECT software solution in our new flagship customer, Boluda Towage. Responsibilities include delivering high-quality customer service through extensive software troubleshooting remotely and in person, providing technical leadership, training, complex problem resolution, and collaborating with other departments and clients to successfully achieve the implementation objectives. As a consultant, you will also be expected to provide consultation and best practices to our customers, helping them to improve and grow operational performance. For this project, we are hiring one native Italian speaker to deliver a complex project with Boluda/MSC’s Italy and Malta division. Candidates must also demonstrate business-level fluency in English. In this position you will join a growing team to learn new skills, technologies, products and processes, and share this knowledge for the betterment of the team. Your Responsibilities & Key Tasks

• Work with Helm project managers to develop and execute implementation plans.
• Perform project implementation tasks as defined in either the project schedule or per a packaged implementation approach, ensuring that all project deliverables have been completed with quality, and the customer is satisfied with the outcome.
• Clearly understand and document requirements and design solutions to be achieved through configuration of the Helm products.
• Configure systems and data to satisfy the client’s business processes.
• Conduct formal training for our clients and business partners.
• Discover additional product or training needs our customers may have.
• Capture and clearly communicate requirements for custom development requests.
• Record each contact with our customers accurately and in a clear, concise, and understandable format.
• Become an expert in our industry verticals and possess the ability to consult with our customers to improve their processes and their business performance.
• Provide outstanding product support for our customers and business partners.
• Keep the Helm team up-to-date on project status, challenges, risks and opportunities.
• Enter all billable and non-billable time accurately on a daily basis.
• Document any files, materials, FAQ’s Help Files etc., and ensure they are formatted with Helm’s brand standards.
• Perform quality assurance (QA) related to requirements identified during solution design.

Success Factors

• Become an expert on our customers in the workboat industry and their sub verticals as quickly as possible.
• Gain certification in all of our product lines in the first 3 months. (Maintenance, Compliance, Logistics, Personnel)
• Ramp up quickly with a large, complex customer, taking full ownership over the implementation within the first 3 months.
• Work to strict schedules and project milestones while maintaining quality of delivery of product or services.
• Highly organized and able to manage multiple projects and respond to shifting priorities.
• Aptitude to gather information, diagnose and analyze a variety of technical and non-technical issues.
• Maximize billable utilization percentage.
• Maintain a high level of customer satisfaction – metrics generated from customer satisfaction surveys.
• Achieve customer-defined success criteria in leading the customer to value as quickly as possible.
• Strive to outperform the quarterly and annual KPIs.

Qualifications

• Must have 5+ years of implementation experience, deploying complex operational systems.
• The ability to troubleshoot complex technical issues and to identify problems and suggest solutions in a logical, user-friendly manner.
• Willingness and availability to travel up to 50% of the time.
• Must speak a combination of English and Italian, or English and French (or all three!) at a native level.
• Strong interpersonal skills: you are able to handle challenging situations with composure, professionalism, and courtesy.
• Strong task management skills – able to manage multiple shifting priorities at any given time.
• Proven proficiency with MS Suite (Word, Excel, Outlook, and PowerPoint).
• Proficiency leveraging AI to increase accuracy and efficiency.
• Project Management training through PMI is an asset but not required.
• University Degree or College Accreditation required.

Benefits

• Competitive Salary: 65,000 to 75,000 EURO per annum.
• The role is remote.
• Paid vacation, 7 floater days, and your birthday day off.
• Comprehensive benefits from day 1.
• Fitness reimbursement.
• Employee Stock Purchase Plan (after 6 months).
• Learning & professional development pathways available.
• Inclusive culture & remote-team events.

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