Description:
This role reports into the Manager, Global Professional Services and Support. The Professional Services Consultant is tasked with the successful delivery and execution of implementation projects for the Magnet agency solution portfolio of products. This position manages complex engagements, working closely with customers to understand their pain points and then delivering a solution that resolves those challenges. The position is responsible for the installation and configuration of the software, the onboarding of users, and the initial support of products during acceptance testing. These services are often delivered onsite with the customer.
Role Responsibilities
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- Plan and execute the onsite or remote installation of the product, the onboarding of new and existing customers, and initial support for the Magnet agency solution portfolio of products.
- Act as the main point of contact for the customer, providing direction and guidance during the implementation of the product.
- Follow best practices in issue resolution while managing customer expectations and delivering solutions to complex technical issues.
- Participate in internal technical discussions with Product Management, Engineering, and Sales sharing technical insight and feedback from the field.
- Develop and maintain in-depth product and industry knowledge by becoming a subject matter expert on the Magnet agency solution portfolio of products
Qualifications
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- Bachelor’s degree in IT, Computer Science, Engineering, or equivalent relevant experience
- 3+ years of experience in networking, servers and virtualization,or cloud computing
- Passion for understanding customers’ business goals and challenges and identifying creative solutions to those challenges
- Deep knowledge of network-based communications and the configuration of common networking products including routers, switches, and firewalls
- Ability to perform server builds and configure server operating systems
- Strong understanding of private cloud and SaaS solutions
- Understanding of Agile development methodologies, including familiarity with defect tracking tools (for example, Jira) and source control tools (for example, GitHub or Azure DevOps)
- Familiar with customer relationship management and ticketing systems (for example, Salesforce and Service Cloud), and professional services automation software (for example, Certinia)
- Excellent consultation and relationship management skills with outstanding attention to detail
- Strong technical aptitude to learn software tools and other technologies
- Excellent verbal and written communication skills with the ability to effectively communicate with customer leadership
- Strong self-starter attitude with excellent problem-solving skills
- Proficiency in Python programming is an asset
- Knowledge of digital forensics and digital investigation is an asset
- Implementation experience or previous experience in a consulting role is an asset
- Up to 60% travel required to meet the responsibilities of the position