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:

 

  1. New product development
  2. Product enhancements
  3. 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)