Manager, Client Services- Solutions Consulting (Remote) - Lehi - job 677648

RainFocus

Date: 04/09/2021

City: Lehi, Utah

Employment type: Full-time

About the Role:

As a leader of Consulting within the Client Success organization, the Manager of Solution Consulting is critical to driving client outcomes through people leadership. This person will lead a team of Solution Consultants, who guide our clients and internal configuration team using our best practices and methodologies to deliver our industry-leading SaaS event marketing platform.




As part of the RainFocus event delivery team, the Solution Consultant is required to be on the cutting edge of the platform’s capabilities, drive positive outcomes for our clients leveraging RainFocus best practices, and deliver clear requirements to the configuration team.




The Client Services team and its leaders play a critical role in supporting the growth goals of RainFocus. Our team needs an energetic leader who is capable of driving structure, scalability, and quality into our client consulting processes day in and day out.




To best support the Solution Consultant team your focus will be on continued development, strategic execution and consistent evaluation of the team.





Essential Responsibilities




    • People


    • Create a culture of accountability toward client outcomes


    • Recruit and maintain top-notch team members


    • Rapidly onboard new team members


    • Ensure team is well-trained at all times


    • Oversee a team of 10+ Solution Consultants


    • Clients


    • Ensure team consults clients on best practices effectively


    • Guarantee team communicates clearly and proactively with clients


    • Engage team in pre-sales consulting as necessary


    • Handle client escalations as necessary


    • Operations


    • Understand the flow of incoming client project needs


    • Collaborate with leadership to make client staffing decisions


    • Monitor and report on team effectiveness, efficiency, and quality metrics


    • Delivery


    • Consistently provide opportunities for continuous improvement


    • Hold the team accountable to adoption and execution of process strategies


    • Monitor effectiveness of consultative delivery


    • Coach team on enterprise client engagement


    • Work with services leadership to define standard services packages


    • Work with sales, product, engineering and other internal teams as necessary to pinpoint and mitigate project risks and ensure 100% customer satisfaction with Services engagements




Required Skills and Experience




    • 10+ years experience in a professional services management role


    • 10+ years experience in a SaaS or professional services consulting role


    • Experience leading enterprise-caliber service delivery teams


    • Experience rapidly growing a professional services team


    • Experience developing repeatable services processes and offerings


    • Superior written and verbal communication skills


    • Ability to create presentations and develop business cases


    • Proactively improve and promote quality in processes


    • Ability to solve complex problems


    • Experience in the enterprise events space is a plus







Success Measures




    • Service Delivery CSAT


    • Team adoption and execution of consulting best practices/processes


    • Services Talent Retention Rate


    • Resource Capacity & Resource Allocation





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