Job Title: Customer Integration Consultant Location: Remote Description: The Customer Integration Consultant collaborates with and leads a diverse team to set up and create custom integration and management solutions for new and existing customers. Requires project management skills, technical knowledge of client and customer IT systems, and external and internal relationship management capabilities to complete the integration process timely and efficiently. New Customer Onboarding / Existing Customer Change Management:
Formulate and lead new customer integration process, including perform the following key functions:
Serve as point person for overall project plan internally and externally
Own accountability for integration timelines
Provide interpretive guidance and be a resource for all internal teams (Sales, Business Development, Account Management, Finance, IT, Operations and Customer Service Departments, etc.)
Manage customer relationship and expectations throughout process
Address any customer and vendor questions or issues
Enter sensitive customer information in various systems, with exceptional attention to detail and zero defects
Conduct on-site visits to assess new customer needs (when applicable)
Lead post-go live analysis and retrospective to identify any gaps and potential process improvements
Provide advice/consultation to Account Management, IT, Operations and Finance and other internal teams to manage existing customer change management process, especially for any changes that require master data or system updates:
General Rate Increase implementations
Rate or surcharge updates
Service footprint changes or realignments
Network changes, including any time-in-transit updates
Customer data transfer changes
Contract updates
Manage multiple customer integrations simultaneously and on time. Prioritize and work in an environment with competing demands and timelines from multiple customers and lines of business
Work in a cross functional capacity across the organization to mobilize and align internal and external resources to complete customer integrationsIdentify integration issues, formulate solution, and resolve integration issues, including any difficult and/or non-routine problems or customer challenges that arise during the integration process.
Develop, maintain and exercise appropriate technical expertise (as required)
Ability to manipulate or interpret data in various formats such as JSON, XML, delimited text, etc.
Aptitude with data transfer techniques and concepts such as REST APIs, FTP, SFTP, JSON, etc.
Maintain a professional demeanor and foster relationships with customers and third-party vendors. Facilitate transition of customer relationship from Business Development to Account Management teams
Communicate and collaborate effectively with internal stakeholders, including Executive team and Executive sponsor(s), such that all relevant stakeholders are provided regular status updates for each integration, and they are never “in the dark”
Documentation and Process Improvements:
Implement, maintain, and refine the customer integration process documentation. Develop reference architectures for external use by our customers. Create technical documents (e.g. product requirements, FAQs, Checklists, Do’s and Don’t s, Cheat Sheets, etc.) for internal and external use
Develop deep understanding of the client’s “as is” business and technology capabilities and limitations, as they currently impact the customer integration process
Maintain awareness of any prospective system changes and updates that may impact customer integrations going forward and engage in discussions (as appropriate)
Primary skills:
High EQ – Able to connect, listen and understand (ability to influence without control)
Clear and Effective Communicator – Able to translate between business and technical languages to create understanding amongst all key stakeholders. Also able to communicate with and influence a diverse external and internal audience (customers, third party vendors, Executives, technical SMEs, etc.) to reach consensus on integration schedules and other key issues
Collaborative approach – Able to reach out across the organization
Judgment and decision making – Solves difficult problems with effective, practical solutions
Flexible – Embraces change and new information to adapt work and behavior, especially while managing multiple (potentially competing) initiatives
Continuous improvement – Demonstrates a passion and drive for results
Continuous learning – Loves asking ‘why’ and learning about new things
Strategic Thinker – Able to think through long-and-short term implications of decisions
Required Qualifications:
Degree in Computer Science, Engineering, Business or other technical field
Five to seven years of relevant experience in a similar role
Technical proficiency, with the ability to utilize SQL DBMS and various connectivity solutions (FTP/Secure FTP, Webfolders (WebDAV), VPN). Experience with different file formats (fixed length, delimited, XML and EDI) required
Excellent verbal, written, and presentation skills, including technical documentation
Strong organizational skills, with the ability to manage multiple projects at different stages
Demonstrated situational management capabilities, including being highly proficient and creative in problem solving, negotiations, etc.
Lean Six Sigma and business process management experience a plus. Passion for continuous learning and quality improvement a must.
Prior experience in industry is not required; passion for the industry is a must
Ability to work cross functionally to collaboratively understand and deliver on business needs
Able to balance fun & positive working relationships with the need to have direct conversations around business performance