Solutions Success Consultant - Remote

SOLUTION SUCCESS CONSULTANT – Remote

Salary range: $100,000 to $300,000

The Solution Success Consultant (SSC) serves as a consultant and dedicated resource responsible for onboarding and managing ongoing, subscription-based service engagements for an assigned portfolio of customers.

The SSC is responsible for delivering exceptional customer experience and helping customers maximize their investment in Infor CloudSuite Industrial (CSI/SyteLine) and related products.

This includes identifying and driving completion of smaller, non-project work assignments while also identifying larger opportunities that may require project-based Professional Services.

The SSC works closely with customers and internal resources to identify new ways to leverage business solutions and services to achieve the customer's operational and strategic objectives.

PRIMARY RESPONSIBILITIES

Customer Advocacy

• Serve as the primary advocate and point of contact for an assigned portfolio of customers.
• Build strong relationships with customers and key stakeholders.
• Understand customer business objectives and ensure activities are aligned with those goals.
• Maintain consistent communication regarding priorities, work assignments, progress, and outcomes.
• Participate in executive-level strategic discussions.
• Manage customer requests and escalations.
• Coordinate with internal service teams to achieve favorable customer outcomes.

Engagement Management

• Ensure strategic alignment between the company and assigned customers.
• Lead the onboarding and intake process for new customers.
• Develop customer roadmaps based on business goals and priorities.
• Manage ongoing priorities, tasks, and work assignments.
• Provide customers with regular status updates.
• Maintain accurate case information, engagement tasks, time entries, approvals, and required documentation.
• Maximize customer service entitlements while ensuring customers receive significant value from the engagement.
• Identify and manage customer and engagement risks.
• Coordinate with Professional Services and other internal teams as necessary.
• Conduct regularly scheduled customer meetings, including weekly status meetings and monthly executive alignment meetings.

Customer Escalations

• Respond to customer alerts, red flags, critical issues, overdue tickets, and work assignments.
• Identify accounts that may be experiencing poor customer health or satisfaction.
• Coordinate appropriate resources to resolve issues and improve customer outcomes.

Customer Retention & Renewals

• Deliver a high level of customer satisfaction designed to support subscription renewals.
• Partner with Sales as customer agreements approach expiration.
• Demonstrate the historical value delivered to the customer and communicate future opportunities and planned value.

Account Growth & Professional Services

• Work closely with Sales and Professional Services to identify opportunities for additional software licenses and services.
• Identify opportunities that may require project-based Statements of Work (SOWs).
• Help increase customer lifetime value through additional services and solutions when appropriate.

ERP CONSULTING RESPONSIBILITIES

• Provide billable business consulting and training services supporting customers using Infor CloudSuite Industrial (CSI/SyteLine).
• Maintain a weekly personal billing objective of 75%.
• Identify functional gaps within customers' ERP solutions and recommend appropriate solutions.
• Help customers optimize their use of CloudSuite Industrial/SyteLine.
• Provide functional and business-process guidance to customers.
• Assist customers with system utilization, business processes, and operational improvements.
• Provide customer training when appropriate.

TEAM LEADERSHIP & COLLABORATION

• Mentor consulting and Professional Services team members.
• Provide training, coaching, and guidance to other consultants.
• Collaborate with team members regarding upcoming customer assignments and projects.
• Provide strategic guidance to senior management regarding long-term customer and service considerations.
• Provide management with timely and constructive feedback regarding team member performance.
• Support the company's mission and vision through collaboration, mentoring, and customer service.
• Complete daily entries and required administrative responsibilities.
• Perform other related duties as assigned.

EXPERIENCE & KNOWLEDGE REQUIREMENTS

• Bachelor's degree or equivalent related work experience.
• 10+ years of ERP experience utilizing analytical skills within a manufacturing environment.
• 10+ years of consulting and/or business analyst experience within a manufacturing environment.
• 5+ years of Infor CloudSuite Industrial (CSI)/SyteLine experience.
• Strong understanding of manufacturing business processes.
• Strong analytical and problem-solving skills.
• Ability to identify ERP functional gaps and recommend appropriate solutions.
• Strong customer-facing consulting skills.
• Ability to communicate effectively with operational users, management, and executive-level stakeholders.
• Excellent written and verbal communication skills.

TRAVEL REQUIREMENTS

• Ability to travel at least 25% or as required.
• Travel may include on-site customer consulting, customer meetings, internal meetings, and sales support.
• Must possess a valid driver's license.