Key responsibilities:

• Conduct demonstration and consulting sessions (on the phone and in-person) and document with meeting minutes
• Document and validate customer’s business requirements and map to Concerto functionality, using expert knowledge of the product to determine any gaps in existing functionality and produce a specification document clearly detailing the user’s requirements to a consistent standard
• Utilise industry knowledge and experience of CAFM/IWMS software to advise customers on best practise implementation approaches to achieve significant value from the product
• Plan, manage and communicate the progress of projects, achieving project milestones and maintaining momentum using our standardised model for Customer Onboarding
• Set and manage customer expectations regarding project scope and timeline, customer responsibilities, stakeholder roles and responsibilities, project governance (communication, change control, escalation), risk management and organisational readiness
• Present and manage sign-off of key milestones and deliverables, such as project kick-off, discovery, project plan, status report, change requests, Sandbox review, user acceptance testing.
• Configure the Concerto application to meet customer’s documented business requirements and oversee initial data mapping and management exercises
• Attend internal project meetings and provide status on progress of activities and deliverables
• Provide customers with follow-up consulting and general assistance in areas of expertise, utilising Concerto domain knowledge specialist when necessary
• Be a “go-to” resource for specific functional areas for both internal and external users
• Document improvement suggestions and contribute to a product roadmap repository • Contribute to internal knowledge share; review posted feedback on a continuous basis and respond to questions.
• Assist the Business Development Director with presales activities such as high level gap analysis and product demonstrations as directed from time to time.
• When necessary create specification documentation on behalf of clients where system customisation is required
• Assist the Project Manager in creation and review of project documentation, implementing and managing the project delivery plan, logging and managing risks and issues and managing project budgets
• Conduct client visits as and when necessary
  

Skills & experience:

• Minimum of 3 years’ experience in property/asset related industry
• Minimum of 3 years’ experience delivering software implementation solutions
• Proven ability to translate client requests into written specifications
• Quick learner with a passion for software technologies and ability to understand
• Ability to map processes and have worked in a large process mapping project
• Understanding of organisational change management and worked within a large change management project
• Strong proficiency in Microsoft Office products
• Deep understanding of common software implementation methodologies
• Excellent customer relationship acumen
• Ability to absorb New Product / Service Knowledge
• Ability to engage with multiple projects & customers at the same time and manage priorities.
• Excellent organisation, communication and collaboration skills
• Ability to lead and facilitate customer workshops and sessions
• Commercial experience a plus as up-sell and cross sell opportunities will be present