Services Consultant

The primary purpose of this role is to provide consulting services which drive customer success and high adoption of MYOB platforms. This is achieved by working with customers to scope, design and implement solutions to meet their business objectives.
Consulting

• Deliver the scope and design for customer engagements, analysing requirements to ensure customers are getting the most out of our platforms with minimal effort

• Prepare and deliver valuable engagements with customers on a prepaid consulting package, working with the Customer Success team to ensure consistency in solutions advice

• Customisations are kept to a minimum and delivered to MYOB standards
• Deliver and manage customer sign off for documentation as required within the

project management and implementation methodologies for Enterprise

• Ensure customer expectations are managed to their customer success rating and/or

paid services engagement

• Implement solutions with minimal defect and rework required. Any issues or rework

required will be the responsibility of the consultant to resolve

• Ensure customer users and employees are upskilled in the product/solution

application/use. This includes ensuring the customer understands the change
management required to implement the solution

• Build strong relationships with customers with effective and responsive

communication

• Proactively look for opportunities to improve our customer's experience with our

platforms and refer leads to the Customer Success team

• Proactively work with the Customer Success and Support team where required to

ensure the customer solution is well understood and any issues resolved
Administration
Confirm bookings completion at the end of every work task (with correct coding and accurate time recording) and leave a service report with the customer on all work completed
Ensure chargeable work is properly authorised and confirmed by the customer (via a raised work order) prior to undertaking any work for the customer. Any changes to scope and/or time must be agreed in writing with the customer prior to commencing additional work
Ensure that work schedules are maintained and up-to-date and that the Project/Resource Coordinators are advised of any changes to scheduled work at the time advised
Ensure appropriate follow-up on outstanding consulting issues
Financial

• Identify methods and ways to improve the cost efficiencies in delivering services • Contribute to the team's ability to work within allocated budgets

Knowledge, & Experience

• Customer service or consulting preferably in a technical delivery environment
• Knowledge and familiarity with ERP and/or Payroll and/or Workforce Management software
• Experience with coaching and training delivery
• Sound understanding of relational databases
• Familiarity with data extraction, database queries and or report writing tools • A high degree of computer literacy, including Microsoft product competency