Job Description
We're seeking a motivated and customer-focused Product Consultant to join our team and support the delivery of professional services across Australia and New Zealand. This role will primarily work within local government settings, but there may also be opportunities to contribute across other markets within the APAC region.
A key part of this role involves delivering consulting, training, and support services for our software, often requiring travel to customer sites to provide hands-on assistance.
As a Product Consultant, you will analyse existing customer processes and identify opportunities for solution design and process improvement. You will be responsible for troubleshooting issues, delivering practical solutions, and helping customers improve their daily operations and overall efficiency. Your insights will also contribute to product development by sharing feedback on how customers use our software and identifying areas for enhancement.
In addition to supporting software implementation, you will assist with the resolution of escalated support tickets and ensure customer knowledge is maintained through clear and accurate documentation. Meeting or exceeding key performance targets is an important aspect of this role, as is working collaboratively with other teams to deliver the best possible outcomes for our customers.
To be successful in this role, you will need to have relevant experience providing advice to both customers and internal teams to support successful business outcomes. A strong commitment to quality and continuous improvement, aligned with the expectations of a professional consulting role, is essential. You will need to build and maintain effective relationships with stakeholders at all levels, fostering strong customer engagement.
Key responsibilities include conducting thorough investigations into existing customer practices, with the ability to identify and redesign processes for greater efficiency using our systems. Effective communication skills are crucial, as you will need to communicate confidently and clearly, both in writing and verbally, with the ability to think on your feet and resolve customer issues in real time.
Ownership and accountability for the delivery of high-quality professional services are also key aspects of this role, along with delivering work in line with agreed project plans, timelines, and budgets. High levels of motivation, with a proactive approach to personal development and a strong focus on customer satisfaction, are also expected.
Our organisation prides itself on creating an inclusive, safe, and welcoming environment for all employees. We encourage diversity and believe that a broad collective perspective leads to better outcomes. We welcome applications from individuals who share our values and can contribute to our mission to make a positive impact on society.
Required Skills and Qualifications
- Relevant experience providing advice to both customers and internal teams to support successful business outcomes
- Strong commitment to quality and continuous improvement, aligned with the expectations of a professional consulting role
- Ability to build and maintain effective relationships with stakeholders at all levels, fostering strong customer engagement
- Conducting thorough investigations into existing customer practices, with the ability to identify and redesign processes for greater efficiency using our systems
- Effective communication skills, including the ability to communicate confidently and clearly, both in writing and verbally, with the ability to think on your feet and resolve customer issues in real time
- Ownership and accountability for the delivery of high-quality professional services
Benefits
Our organization offers a range of benefits to its employees, including a flexible work arrangement that allows you to work from home and come into our offices when needed. We also offer a competitive salary and a comprehensive benefits package that includes paid time off, sick leave, and holidays. Additionally, we provide ongoing training and development opportunities to help you grow and develop in your career.
Others
We are an equal opportunity employer and welcome applications from individuals who share our values and can contribute to our mission to make a positive impact on society. If you are passionate about making a difference and have the necessary skills and qualifications, we encourage you to apply for this exciting opportunity.