NAS Talent RM Service Technical Product Consultant I

Technical Product Consultant

This position is responsible for mastering products/applications and owning the technical relationship with our customers and the internal teams. The Technical Product Consultant is not only the technical support contact but also responsible for maintaining a high level of customer service. The position is responsible for developing solutions to resolve complex technical problems and counsel with customers. The goal of this position is to develop and manage a long-term partnership with customers to ensure they remain successful and realize the full value of their investment. The position drives customer satisfaction by proactively managing, troubleshooting, and delivering technical solutions.

Responsibilities:

Proactively own and manage high-touch customer relationships.

Provide single point of contact for customer issues.

Apply fundamental troubleshooting skills to issues before escalating.

Ensure customer service level agreements (SLA).

Accountable for all technical/product issues and technical relationship.

Analysis & Consultation:

Conducts project initiation activities/needs assessments.

Analyze existing client systems, interface requirements, business process, reporting, and operational needs.

Responsible for development of design documents and customized reporting documents.

Provides professional consulting services in the areas of product/service customizations, business process, complex custom reports/interpretation, and special projects as related to implementation effort.

Configuration / Integration:

Works and counsels with client on system and service configuration efforts, product adaptation, and business best practice solutions.

Determines best methodology and oversees the accurate and timely conversion of client's data.

Validation:

Builds client control information and oversees the pre- and post-implementation testing of products.

Oversees formal hand-off of system and operational services to other ADP departments/clients.