Implementation Specialist / Technical analyst
Position Title: Implementation Specialist / Technical analyst
Business Unit: TeamMate
Reports to: Country Manager / Regional Services Manager
Date: 2017
POSITION SUMMARY
TeamMate is the worlds leading audit management system, marketed to
Internal Audit, compliance and investigation teams in both corporate and
public sector organizations.
Ultimately reporting to the General Director but with direct responsibility to both Country Manager and Regional Services Manager, this role is
responsible for technical implementation, consulting and training on
TeamMate products, assisting on presentations and helping, where
necessary, with technical product support.
The chosen candidate will receive product and technical assistance from
industry experienced professionals.
This role requires a drive, team orientation, resilience and flexible but well organized work style. The Specialist will be based in Beijing, Mainland China.
To meet the needs of our clients the specialist will need to travel mostly within
China and occasionally overseas. Travel portion will be approximately 50 -
60% but may vary.
Over time, additional software products will be added to the portfolio and the
candidate’s role will expand to include these additions.
DIMENSIONS AND SCOPE
Consult, implement, train, present on and support the TeamMate suite
of products which include:
l TeamRisk - Risk Assessment
l TeamSchedule - Planning and Scheduling
l TeamTEC - Time and Expense Capture
l TeamEWP - Documentation and Reporting
l TeamCentral - Issues tracking and resolution management
WORK ENVIRONMENT
l Both office and off-site.
l Assisting with new business development utilising consultative sales
l processes
l Assist the company in areas such as:
- New product development
- Product enhancements
- Product localization
KEY CHALLENGES
l Developing and maintaining a broad understanding of workflows within
Internal Audit, Compliance and investigation teams across a wide range of sectors and industries
l Balance assistance between product implementation, customer training
and where required customer support.
l Developing and maintaining a strong working knowledge of Company
processes and systems to resolve or direct customer queries appropriately
l Developing and maintaining product knowledge across wide range of services, including complex software applications
l Feedback of new product and service improvement opportunities to the
Company
l Ability to work autonomously
l Maximizing time spent in front of customers through efficient administration and time management
MAJOR AREAS OF RESPONSIBILITY
l Project manage clients to ensure that the implementation is delivered
on time and to a clients requirements
l Provide comprehensive training to help teams get up-to-speed quickly
to maximize the benefits of their new software and systems
l Resolve customer inquiries and problems within published service level
agreements.
l Gain experience with the supported applications and their underlying
technologies
l Assist with competitive analysis of similar software
l Assist with language review and QA testing of software products with a
specific focus on regional requirements
Relationships
l Building and maintaining relationships with clients at multiple levels
l Manage client expectations in the many areas including:
Product/Solution productivity
Product/Solution implementation
Product/Solution return on investment
l Build relationships with internal Company stakeholders such as sales consultants and technical support
l Maintain effective relationships with internal Company service
providers to ensure high quality customer service and support for
clients
Requirements
l Achieve Company goals for implementation assistance and Consulting/Training engagements.
l Take primary responsibility for client implementation and training
thereby freeing the Country Manager to focus on the sales pipeline.
l Represent Company in the business domain (eg. Trade shows and
selling seminars) to reinforce awareness of Company image.
l Develop and master multiple product software applications and
develop the skills necessary to provide implementation and consulting
services to clients.
l Develop and maintain general technology knowledge through formal
education and through on-the-job training.
l Being able to work with team member on group selling presentations.
l Keep abreast of product developments and trends in the country
market and be familiar with the competitive offerings.
l Maintain a high level of professionalism in all aspects of customer
contact i.e. preparation for appointments and presentation of material.
KNOWLEDGE/SKILLS/EXPERIENCE
It is expected the candidate will have a strong technology and services
background with a degree, and will have:
l A strong understanding of technology in an business environments.
l The ability to work independently, and interpret client requirements
applying them effectively to the TeamMate Suite.
l Excellent organizational and planning skills.
l Excellent written and oral communication skills.
l Excellent presentation skills and experience of training delivery.
l A team player approach, which recognizes the importance of individual
accountability within the group.
l The ability to work in a target driven and goal oriented environment.
Experience with MS SQL, Windows server, IIS, network infrastructure would
be a significant advantage.
Appropriate spoken and written English would also be a advantage.
(This position would suite a help desk professional looking to expand their role
to include direct client service responsibilities)