1. JOB IDENTIFICATION

APTEAN JOB TABLE: Professional Services    

APTEAN JOB LEVEL: Principal

APTEAN JOB TITLE: Principal PS Consultant

REPORTS TO
Full line: Director, PS
Dotted line: --

2. GENERAL JOB SUMMARY

Provide application consulting and support to Aptean customers. Participate as a member of the implementation team to deploy new projects, and/or provide on-going support to their existing installation. Consult with customers in the configuration and usage of application modules; research and resolves problems and issues. Manage customer expectations and foster positive business relationships with all customers.

Requires interface with customers and other team members. May involve travel to customer sites.

3. SCOPE

Knowledge: As an expert in the field, uses professional concepts in developing resolution to critical issues and broad design matters.  

Complexity: Works on issues that impact design/selling success or address future concepts, products, or technologies. Creates formal networks with key decision makers and can serve as external spokesperson for the organization.

Supervision: Exercises wide latitude in determining objectives and approaches to critical assignments. Acts as a bridge between departments or functions.

4. ORGANIZATION (Indicate the job positions reporting to this role)

This is an Individual Contributor role and won’t have anyone reporting to this role.

5. PRINCIPAL DUTIES AND RESPONSIBILITIES

Consulting Services

1. Provide consulting services to customers based on Aptean’s service delivery methodology and procedures; services engagements may include implementation consulting, upgrade consulting, training, testing, and/or process improvement consulting.
2. Effectively work on multiple projects simultaneously.
3. Work collaboratively with project manager and project team to deliver projects on time, on budget, on schedule.
4. Submit time and expenses punctually each week.
5. Maintain a professional appearance when onsite with customers.
6. May be required to design solutions and prepare design specifications.
7. Work with customers and Account Management team to uncover opportunities for additional products and services.
8. May be required to estimate activities for future work.

Incident Resolution

1. Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying, and investigating incidents.
2. Take ownership of and follow-through with all priority customer incidents.
3. Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.
4. Clearly and concisely document all customer interaction and all steps taken to resolve incidents.
5. Observe trends and recommend improvements to product design, documentation or implementation and create necessary enhancement requests.
6. Work with R&D and product line team to expedite incident resolution and ensure seamless delivery of support service to customers.
7. Determine when issues need to be escalated.
8. Set severity levels with customers.
9. Act as application expert for escalations.
10. Vet escalations for consistent application of escalation policy.
11. Recommend escalations for approval by Management.
12. Recommend to Development patch and utility programs that are needed.
13. Perform root cause analyses to recommend changes to Aptean products or policies as a result of escalations.

Knowledge Management

1. Expand expertise within the product.
2. Attend training sessions offered and use self-study tools; assist with peer training as needed.
3. Contribute to a customer-focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
4. Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.
5. Participate in management and evolution of the Knowledgebase to ensure completeness of solutions.

Communication

1. Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
2. Ensure a professional communication manner when in-person or on the phone at all times.
3. Take ownership of all issues for escalated At-Risk customers, maintain constant communication with customers and executive management and work until issues are resolved.

Mentoring & Training

1. Act as a coach and mentor for more junior personnel.
2. Recommend and develop training sessions for knowledge sharing within the team.

Additional Duties

1. Participate in system and release testing and QA as needed.
2. Recommend improvements in Professional Services policies and procedures.
3. Additional duties as assigned.

6. JOB SPECIFICATIONS

Education (Indicate the minimum level of education necessary for this position. Check all that apply and indicate specific degree as applicable to the side (e.g., Bachelor’s in Computer Science)

Required     Preferred          Degree/Certification

 ☒              ☐                   Bachelor’s degree

 ☐              ☐                   Master’s degree

 ☐              ☐                   Ph.D.

 ☐              ☐                   J.D. (law)

 ☐              ☐                   Certification:

 ☐              ☐                   Registration:

 ☐              ☐                   Licensure:

 ☐              ☐                   Other:

Work Experience

Previous Consulting experience of about 10 - 13 years.  Experience working with multiple stakeholders in problem-solving environment.

Knowledge, Skills and Abilities

·       Previous experience of implementing Microsoft Dynamics NAV and/or Business Central solutions.

·       Understand and can speak to business processes and needs.

·       Basic understanding of relational database concepts and architecture.

·       Excellent verbal and written communication skills.

·       Strong analytical problem solving and decision-making skills.

·       Ability to work efficiently and independently and do whatever it takes to get the job done.

·       Ability to handle difficult or sensitive situations with diplomacy and tact.

·       Track record in providing outstanding customer service.

·       Ability to travel to customer sites as required.

Preferable skills but not mandatory:

·       Familiar with F&B businesses and processes, preferably in the fresh produce sector or similar sectors focused on (food) traceability and/or seed to shelf processes.

·       Implemented systems in a process manufacturing environment

·       Experience implementing ERP in a food and/or beverage manufacturing environment

·       Experience in large distribution or warehousing