The Client Services Consultant (CSC) is responsible for a range of value-adding services that includes supporting the Kalibrate sales team to secure new clients, delivering a range of consulting services to new and existing clients and owning the on-going business process relationship with client’s post-implementation of Kalibrate software. As a recognized subject matter and industry expert, clients rely on CSC’s to help them extract maximum value from Kalibrate software and services. This role acts as the principle subject matter liaison between the client and the Sales and Project Delivery teams within Kalibrate, leading the detailed analysis of prospective client’ business processes and the benefits that Kalibrate products and services can provide.
As such the role comprises pre-sales engineering, service identification & delivery and technical account management.
In pre-sales engineering, the CSC will be responsible for discovery, product demonstrations/proof-of-concept activities, financial benefit analysis and the presentation of a compelling business case for investment, working in tandem with a salesperson.
In service identification & delivery, the CSC will work with existing clients to identify opportunities for Kalibrate consulting services, define the scope of said services and lead the delivery of the services, making use of and leading other Kalibrate resources as needed.
In the areas of business and technical account management, the CSC will own the responsibility for ensuring named clients continue to gain value from the use of Kalibrate software. This entails managing and delivering regular reviews of software usage and identifying requirements for further training and other capability-development services.
A CSC is expected to have relevant industry experience (fuels and/or convenience retailing, downstream oil & gas operations) and, where possible experience of pricing practices and processes.
ESSENTIAL DUTIES AND RESPONSIBILITIES
・Act as industry, product and Kalibrate services expert to the sales team
・Support the Sales Team and General Manager on sales, marketing, and any other strategic activities.
・Act as primary technical liaison with Sales, Project Delivery and Development departments
・Build strong relationships with external teams, including our international offices in order to provide support and troubleshooting on our products and services.
・Work closely with 3rd party vendors and act as the main point of contact between them and the business.
・Work closely with clients to gain an understanding on their needs and seek where we can make improvements to our overall products & services.
・Undertake detailed analysis of Prospect business processes & practices
・Participate in preparation of proposals, e.g. RFIs/RFPs/Tenders etc.
・Provide product demonstrations and training as appropriate then define & manage proof of concept activities
・Identify & manage the delivery of Kalibrate consulting services to new and existing clients
・Assume ownership of the business-process consulting relationship with named existing clients
・Provide strategic and commercial input to the Client Services department as needed
・Assist with cost justification of Kalibrate solutions, services and software
・Maintaining records of client activity in Kalibrate’ CRM platform.
REQUIRED SKILLS & EXPERIENCE
・Educated to degree standard in Business, Management, I.T. or Analytical subject or relevant experience is required, and an additional language would be an advantage.
・Experience of working within – or delivering services to – the fuels & convenience retailing, downstream oil & gas or grocery retailing industry sectors
・Business-to-consumer retail pricing experience is considered a distinct advantage.
・Pre-Sales engineering, consultancy service delivery or business analysis skills gained in a commercial software environment
・Effective interpersonal skills including well developed oral and written communication skills.
・Strong relationship management skills and the ability to build and maintain effective working relationships with clients at both user and senior management levels.
・Strong time management skills and the ability to respond well to time pressures and deadlines.
・Strong data analysis skills with the ability to solve complex issues.
・Confident self-starter with the ability to understand our products quickly.
・Excellent English language skills – verbal and writing.
・Building strong and trusting relationships with clients.
・Versatile and engaging in a small collaborative environment.
・Socialising and entertaining business clients as/when appropriate.
・Ability to attend surveys and events throughout Japan.
・Ad-hoc travel will be expected (our main client base is Tokyo, however, please note that we may ask you on occasion to travel internationally).
・Communication with international regional office personnel during non-business hours as required.
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