We are currently seeking a Product Consultant to join our team of experts in San Bruno, CA, Chicago, Ill, or Denver, CO. We seek a well-rounded individual willing to assume responsibility and grow at rapid pace.
The Product Consultant will bring a strong consulting background in order to advise clients on best practices. This individual will make a substantial impact in scaling our ability to serve large volumes of customers through contributions to our knowledge capital and product solution libraries.
The Product Consultant will need to assist customers with technical advice for integration projects (i.e., integrating with Responsys Interact) utilizing Web Services as well as specific pre-built product connectors for 3rd party applications.
Primary Responsibilities:
The Product Consultant will be a designated point of contact for newly acquired as well as existing Responsys customers and provide assistance for customers experiencing issues with the Responsys Interact (RI) platform or looking for technical assistance in defining and deploying a solution. The Product Consultant will be accountable for resolving issues from initial information gathering through problem resolution.
The candidate will work with customers in person, via phone or e-mail in an efficient manner. The candidate will help increase customer self sufficiency with the product via effective, professional customer service, strong empathy for online marketers, a good understanding of the email marketing domain, and the ability to conduct outstanding knowledge transfer to individuals of varying level of technical skill and product experience.
In addition, the candidate will:
Oversee the technical aspects of multiple RI integrations or implementations
Assist the Customer Account Manager to maintain high satisfaction with customers through proactive communication and ownership of issues
Contribute to continual improvement of methodologies, best practices, tools and techniques for more effective product usage
Contribute to shared repositories of product information and solution documentation
Provide regular and timely feedback to the Customer Account Manager on issues and progress
Client Focus:
Understands client requirements and overall project vision
Communicates RI integration strategy and implementation methodology to client team
Understands client business requirements and actively seeks opportunities for additional revenue opportunities
Skills, Knowledge, and Experience:
The Product Consultant should possess the following skills:
Creative problem solving ability
Technical leadership
Excellent verbal and written communication skills
Ability to work with many clients simultaneously
Typically, a Product Consultant will hold an appropriate Bachelor’s degree along with approximately 3 - 5 plus years of technical / product consulting experience. Advanced degree(s) are not necessary however they are considered a plus.
Technical:
A minimum of 3 years experience in software consulting or project management.
Knowledge of at least one database (Oracle, MS SQL, Sybase) including expertise in SQL
Analysis and design skills of moderate complexity
Unix and/or Windows (XP, 2000, NT) operating systems experience
Consulting:
Experience working with multiple customers in a high-energy, fast paced environment
Experience in implementation and deployment of email marketing applications
Effective task estimating and time management skills
Client management and organization/business awareness
Risk mitigation
Communication Skills:
Develops clear and concise written technical and non-technical documentation
