Oferta pracy

Senior Specialist, Customer Success, Next Generation Software Solutions

Bain Global Business Services Center Sp. z o.o.

Bain Global Business Services Center Sp. z o.o.

aleja Jana Chrystiana Szucha 19

Warszawa

Your responsibilities

Service management and delivery – Project management and ongoing support (30% of time)

• For less complex cases or as directed;

o Manage requirements gathering, set-up and configuration process of software, coordinating working across client, case teams, Practices, NGSS, and other internal groups

o Support consulting team and clients ad-hoc with technical issues related to software implementation, including at the client site when required

• For more complex cases, support more senior team members with the above activities as required

• Provide early stage support (particularly during deployment phase) for user queries and delegate/escalate issues to other support staff, software product owner or vendor as appropriate

• Work with first-line (helpdesk) resources to provide support for repeatable requests

• Ensure documentation is created and maintained for Service Requests, Incidents and Problems and own activity to push ticket resolution as far left as possible

Service management and delivery - Case team and client training (25%)

• 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 sites, 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)

Service management and delivery - IP advisory and software selection (10%)

• Develop deep understanding of Transformation IP relevant to ARC and related methodologies (e.g. Bain Accelerated Transformation)

• Develop deep understanding of software selection and software configuration options relevant to ARC.

• Support senior team members as required in assessing feasibility of software given client’s technology infrastructure

• Act as expert advisor to case teams and clients on IP, software selection and software configuration options for less complex cases and support more senior team members as required on complex cases

Product operations (10%)

• 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 with monitoring financial and usage profile of software

Team Operations (10%)

• Act as a role model and coach for more junior members of the team

• Work with tier 1 resources to optimize support materials and processes

• Provide escalation point and decision making point for more junior team members

Software product awareness (10%)

• Prepare marketing videos and collateral for internal marketing as well as client proposals

• Provide new/pipeline case teams with relevant examples from previous users (e.g. dashboard screenshots, training materials, executive presentations)

• Provide proactive materials and develop methodologies to ensure clients and case teams are aware of product functionality and capability

Service improvement (5%)

• Support with co-ordination and performance of user-acceptance testing for new releases and updates

• Monitor software usage across deployments and anticipate any roadblocks for users

• Support senior team members, the Product Manager and Product Owner to design and implement new services

• As the product scales, assist in the development of tooling, processes and documentation to improve support services

Our requirements

  • BA/MSc degree (preferably in software related subject e.g.Computer Science, Information Technology or related to specific IP)

  • Formal Agile/Scrum certification, formal project management certification - will be an advantage

  • 3-5 years working in software deployment, software customer success or technology-related consulting

  • At least ~2 years in customer/client advisory role

  • Experience in consulting industry, experience in business transformation/change management will be a great asset

  • 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 work well with all levels within Bain and at client

  • Ability to lead interactions with senior stakeholders (at Bain or Client)

  • Facility to discuss technical issues with a non-technical audience

  • Comfort working independently and/or remotely from supervisors in a fast-paced environment

  • Willingness to travel to client locations (expected 20%, potential peak of 40%)

  • Fluent English is a must

What we offer

  • Employment contract

  • Annual Bonus

  • Flexible working hours

  • Working from home

  • Life Insurance

  • Private medical and dental care package

  • Multisport cards

  • Office wide social events and team buildings

  • Cafeteria with snacks and daily deliveries of fruit and bread

  • Informal dress code

  • Introduction trainings for new hires

  • Co-financing work-related courses

  • Relocation package

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • fruits

  • integration events

  • dental care

  • corporate sports team

  • no dress code

  • coffee / tea

  • drinks

  • leisure zone

  • extra social benefits

  • employee referral program

  • charity initiatives

Bain Global Business Services Center Sp. z o.o.

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 2021).

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.

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The Role

Senior Specialist, Customer Success will support and advise case teams and clients on the deployment and ongoing usage of ARC, Bain’s Transformation program management software. Where directed, the role will own the management of deployments for assigned clients and support more senior team members with more complex deployments or with high priority cases or clients. The role will act in an advisory capacity to case teams and clients on both ARC usage and ensure ongoing client success with the software through ownership of Service Requests, Incidents and Problems to deliver resolutions and continuous process improvement.

This role will require some travel to customer and team locations.

The role is based in Warsaw so only local candidates can apply.