Customer Success Integration Consultant
- Expired: November 19, 2022. Applications are no longer accepted.
We are looking for the next member of our outstanding customer success team! Customer Success Integration Consultants are responsible for successfully proposing, designing, and delivering integration solutions that enable Shiftboard's workforce scheduling solutions as a key component of enterprise customer ecosystems.
You will design and oversee the delivery of rich data integration workflows between our customers and our existing cloud-based, enterprise-grade SaaS application. As each of our customers and their needs is unique, you will explore complicated requirements and diverse customer platforms as you design and deliver solutions. You will design and create scalable integration workflows to be delivered using technologies ranging from API calls and sFTP flat file transfers through to middleware platforms such as Azure Logic Apps, and Workato. Your duties will include consulting with prospects and customers to enable them to build their own integration solutions leveraging our integration endpoints, as well as proposing direct integration solutions using our middleware platforms. You will engage and collaborate with customers, sales, onboarding, and support resources in customer success, product management, and engineering to achieve these goals.
The position of an integration consultant requires a candidate with a strong understanding of how Human Capital Management (HCM), Workforce Management (WFM), and Enterprise Resource Planning (ERP) applications interact to form an effective information ecosystem. The candidate will possess strong consulting skills, good knowledge of integration technologies, and be an effective communicator and collaborator. You will work as part of our sales and implementation teams and possess the technical and consultative skills required to participate in designing, selling, and delivering these projects. You will have and/or develop in-depth knowledge of the SchedulePro solution, integration portals and middleware products, and the major HCM, WFM, and ERP applications that Shiftboard's workforce scheduling solutions are typically interfaced with. You envision, scope, and design solutions, then agree on them with customers, sales and delivery teams, and internal development and support resources.You are adept at identifying and managing client issues, answering technical and non-technical customer questions, and educating both internal and customer stakeholders on integration topics.
The integration consultant will also provide feedback to our product management and engineering teams to allow them to develop and refine an effective technical infrastructure and toolsets with which to deliver our integration solutions. In this role, you will partner closely with product management, engineering, and customer success colleagues to prioritize required integration endpoints within Shiftboard's workforce scheduling solutions. With these colleagues, you will define and develop all the customer integration deployment and support services needed to support our customers and our target industries, gaining process efficiencies and reusability of collateral along the way.
Who we're looking for
You have the ability and interpersonal skills to build relationships and trust with new customers, gather the right integration requirements from them, configure appropriate solutions for their needs, liaise with the development team on required software extensions to support integration needs, deliver the integration solution into customers' hands, and leave them confident in using the software. You can perform these functions by working closely with our onboarding teams delivering projects that may involve multiple deployment phases.
You are technically minded, think systematically, and thrive on seeing customer solutions launch successfully (and, of course, you'll have helped define what "success" looks like). You collaborate effectively with colleagues to ensure that our integration solutions support our sales goals and support the overall SchedulePro solutions we implement for our customers. You lead integration developers to build solutions that meet your designs and can understand and quality ensure all the technical deliverables due to your customers.
You understand how to create value by collaborating with product managers and developers to build a productized layer of integration solutions and services. You are a strong team leader who has a successful track record of managing expectations and delivering on commitments. You are organized and logical in your approach because you are responsible for keeping both customer and internal projects on track and driving progress to project timelines.
You want to deliver amazing service. You understand that SaaS businesses sell a service and not just a product - andthat the solution you are designing is for the customers that use it. You look for every opportunity to delight customers and users. You will help look for ways to optimize our integration offerings from sale to post-launch.You know there's no perfect solution, but you feel pretty good when you've come close!
What you'll do
+ Propose and oversee the delivery of integration solutions to large enterprise clients, working both in pre-sales and delivery. Proactively manage risks and issues associated with those deliverables and report progress to internal and customer stakeholders. Oversee changes to requested integration solutions, including following the documented change request process.
+ Uncover, analyze, and comprehend various integration requirements requiring review and consideration of multiple business priorities. Review existing system functionality and business processes vs. future needs to scope integration solutions. Conduct design architecture reviews, needs assessments, and perform gap analysis when required.
+ Create detailed integration specifications that include field mapping and process designs.
+ Design and oversee implementation of small to large-scale integration solutions adopting various technologies ranging from API calls and sFTP flat file transfers through to middleware platforms such as Azure Logic Apps, and Workato. Advise customers on integration strategies, solution features, configuration options, and system processes.
+ Train customers on how to operate and administer delivered integration solutions.
+ Manage integration project deliverables. Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions; escalate issues and risks to project and executive management. Work with the integration developer to resolve all types of design, test, and data issues with delivered solutions.
+ Build relationships with customer stakeholders at all levels and hold regular onboarding progress and adoption reviews with those stakeholders, including at the steering group level.
+ Become an expert in the features, benefits, and implementation of Shiftboard's workforce scheduling solutions and how they support integrations into a customer ecosystem.
+ Collaborate with product managers and developers to conceptualize, plan, develop, implement, and communicate Shiftboard's integration strategy. Provide feedback to developers to prioritize required integration endpoints.
+ Maintain libraries of delivered integration solutions looking for opportunities to re-use or templatize previously built solutions to lower implementation project effort moving forward.
+ Mentor, direct, and train Customer Success integration developers.
+ Develop and maintain strong relationships with colleagues and clients.
+ Participate in customer support weekend standby rotations if needed.
Skills you'll need
+ Bachelor's degree: BS/MS in Computer Science or Engineering is desirable, or BS/MS in another discipline with equivalent technology work experience.
+ Four or more years of experience working for enterprise organizations in a technical or consulting capacity with SaaS and/or HCM, WFM, ERP applications
+ Two or more years of experience consulting on and successfully delivering integration solutions in a consultant/designer role, including some experience working in pre-sales
+ Demonstrated fluency in conducting integration requirements analysis and creating solution proposals and specifications
+ Excellent customer relations skills and potential to work with demanding customers
+ Strong technical documentation, communication, and presentation skills
+ Must be personable, possess good customer relations skills, and enjoy working with people in a customer-facing role
+ Expertise with project management/delivery methods and tools
+ Working knowledge of ERP/WFM/HCM applications such as Workday, Dayforce, SAP, UKG, ADP is a significant asset
+ Working knowledge of Workato or Azure Logic Apps is a significant asset
+ Awareness of security and user authentication requirements and industry trends: knowledge of the tools and techniques to ensure integration solutions meet these requirements
+ Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguityandstructure the unstructured
+ Demonstrated ability to work collaboratively, leading a team of both direct reports as well as collaborating with other Shiftboard departments
+ Strong problem-resolution skills and proven ability to engage and interact with internal teams to resolve client issues
+ Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
+ Working knowledge of Scrum and other Agile methodologies
+ Experience consulting within the Workforce Management domain preferred
+ Ability to travel (job may require up to 20% travel)
+ Comfortable working as neede
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