Oferta pracy

Customer Success and Solution Enablement Manager - Next Generation Software Solutions

Bain Global Business ServicesO firmie

Bain Global Business Services

Tulipan House

Warszawa

Bain & Company Bain & Company is recognized as one of the top international management consultancy firms. We assist major corporations worldwide with strategy formulation, acquisitions, organizational design and performance improvement. In 2015, Bain & Company opened the Global Business Services Center in Warsaw, in order to provide the best-in-class internal support, efficiently and professionally, to both leadership and consulting teams in Bain offices across Europe, the Middle East and Africa. Bain is consistently recognized as a Great Place to Work (Glassdoor #1 in 2019)


Customer Success and Solution Enablement Manager - Next Generation Software Solutions
  • Service management and delivery - Project management and ongoing support
    • Manage requirements gathering, set-up and configuration process of software, coordinating working across client, case teams, Practices, NGSS, and other internal groups where necessary
    • Support consulting team and clients ad-hoc with technical issues related to software implementation, including at the client site when required
    • At lower scale usage, serve as first-line support (particularly during deployment phase) for user queries and delegate/escalate issues to other support staff, software product owner or vendor as appropriate
    • At scale, work with and manage first-line (helpdesk) resources to provide support for repeatable requests
  • Service management and delivery - Case team and client training
    • Lead training of new users on usage of the software across the usage lifecycle – case team and clients (both day-to-day users and senior client leaders)
    • Manage demo site, materials and delivery to Bain and client stakeholders
    • Own creation, curation and ongoing management of software training curriculum, including structure, delivery methodology, materials and other collateral (e.g. videos)
  • Product Operations
    • Collect, aggregate, and synthesize user feedback to support Product Manager in developing and prioritizing software enhancements and roadmap
    • Work closely with product team to triage/support client-specific enhancements, advocating for clients within the product team and managing client expectations/communication
    • Support tracking of active and pipeline cases, and generates periodic reports on technology tool usage
    • Monitor financial and usage profile of software
  • Service improvement providing
  • Software product awareness enhancing
  • BA/MSc degree in software related subject (e.g. Computer Science, Information Technology or related to specific IP)
  • Formal Project Management/Agile/Scrum certification
  • 5-7 years working in software deployment, software customer success or technology-related consulting
  • At least 2 years in customer/client advisory role
  • Experience in specific IP related field
  • Ability to quickly pick up and apply complex topics
  • Strong abilities in problem definition and problem solving
  • Excellent oral, written, and PowerPoint communication skills
  • Proven ability to work effectively in diverse and distributed teams
  • Ability to lead interactions with senior stakeholders (at Bain or Client)
  • Proficiency in English

Our offer:

  • Employment contract
  • Annual Bonus
  • Flexible working hours
  • Working from home
  • Life Insurance
  • Private medical and dental care package
  • Multisport cards
  • Parking spaces free of charge
  • Office wide social events and team buildings
  • Cafeteria with snacks and daily deliveries of fruit and bread
  • Informal dress code
  • Broad induction training for new hires
  • Co-financing work-related courses
Bain's Next-Generation Software Solutions (NGSS) team’s mission is to develop and support digital solutions for Bain consultants and clients, so they get to better, faster insights and results. The team manages software product development, ongoing support, customer success, technical services, and technical operations.

Based in our Global Business Services office in Warsaw, the role is to support and advise case teams and clients on the deployment and ongoing usage of Bain’s software products. The role will own the management of deployments for their assigned clients, and act in advisory capacity to case teams and clients on the Product IP, how the IP is delivered through the software, and how to set up and use the software to deliver full potential results for clients.

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