Technical Implementation Consultant (R-15019)

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The Technical Implementation Consultant guides the customer through the implementation of D&B Integrated Products and D&B connectors. This person provides support to a customers’ technical team by providing best practice advice and issue resolution during the customers’ integration project of D&B integrated products delivered. The Technical Implementation Consultant will also manage minor projects individually or as resource in part of larger projects. They will work closely with internal stakeholders to maintain high level of knowledge in the integrated and connector products.

Responsibilities

• CUSTOMER: Drive individually owned projects/cases or, as part of larger projects, the implementation of integration products or connectors, by:
• Engaging with the customer and customers’ project team in a professional and customer centric manner to ensure they are successful.
• Providing full support to customers throughout the lifecycle of a delivery project (Design, Build, Test, and Implementation) by executing the standard implementation process.
• The standard implementation process includes working directly with the customer to review and offer guidance of the customer’s proposed architecture, business & technical requirements, API calls, settings and QA processes.
• Understanding the solution (product, data, and process) and using that knowledge to solve the customer’s issues and answer detailed customer questions on available request/response of API calls, configurations, and best practice/recommendations.
• Coordinating with appropriate D&B resources along with the customer’s responsible to assist in prioritizing business needs.
• Validate orders to ensure customer’s use cases and needs are feasible and covered by the elements described in the order.
• Documenting and tracking the progress of the implementation, including deviations and issues being managed, using D&B’s standard procedures and systems.
• Supporting the customer with issue resolution until Go-Live and/or until the end of the Stabilization phase.
• Keeping all relevant internal stakeholders informed about the status of the implementation.
• Leading all necessary resources for troubleshooting and effective issue resolution, minimizing impact to the project and customer satisfaction.
• Ensuring implemented solution matches the order and that the customer has started using the product in the correct way.
• Obtaining acceptance of the completion of the solution by the customer and making necessary recordings according to standard procedures, requirements, and systems.
• Measured by
• Delivering on time, to budget and quality
• Adherence to standard procedures and use of systems
• Identification, follow-up and resolution of deviations and issues
• Customer satisfaction in the service supplied


• PROCESS: Provides proactive mentorship, builds participation, and sets the standard to aspire to, by:
• Ensuring issue resolution is effective and minimizes impact to the project.
• Securing that risks and opportunities are managed within the project but also across multiple projects.
• Facilitating change requests on scope or implementation in accordance to set Change Management process.
• When escalations are needed, escalate in a concise, concrete and solution-oriented way to the relevant parties.
• Documenting and tracking issues, changes and risks ensuring the appropriate escalation level concerning high impact as well as show-stopping issues.
• Contributing towards the achievement of key team goals.
• Raising up processes issues and improvement needs.
• Providing support to other team members, as well as supporting the implementation of new or updated processes and products, to increase revenue and customer satisfaction.
• Measured by:
• Process efficiency metrics
• Process control measures via agreed systems
• Process improvements
 
• COMPETENCE: Act as Subject Matter Expert in the borderline between the Data, the Product, and the Customer, by:
• Understanding all facets of the product to help customers execute their projects with the best practices possible.
• Keeping updated on product and data development relevant to area of responsibility.
• Providing competence and strong understanding of API, connectors,