Jobs and Careers

Senior Professional Services Specialist

United Statesfull_timeVerifiedPosted 25 Sept 2024

About the role

Are you a strong relationship builder who enjoys keeping clients happy? Do you have experience managing multiple, high-value clients, with a proven track record of delivering exceptional customer support? Good news! 1WorldSync is looking for a Senior Professional Services Specialist to join our team.1WorldSync is the industry leader in product content management. With 600 employees across the US, Brazil, Canada, Germany, France, Portugal, Switzerland, and the UK, we’re seeking a Senior Professional Services Specialist to support our growing global team.Reporting directly to our Professional Services Manager, the Senior Professional Services Specialist will play a key role on the Customer Experience Team to provide an outstanding customer support experience across all 1WorldSync products and services. This role will be responsible for building and maintaining relationships with key customers, while communicating effectively with team members across the company departments involved in solving customer inquiries. You will also follow a standardized approach to understand the needs of the customer and recommend the proper utilization of the best 1WorldSync solution or capability based on those needs.

As Senior Professional Services Specialist at 1WorldSync, responsibilities include the following:

Help onboard and implement complex products and services for Key accounts working with the customer and other internal departments on their own systems, including integrated solutions such XML and API implementations
Serve as Subject Matter Expert (SME) supporting Account Executives, as needed, on customer or prospect calls, as well as in the development of 1WorldSync education & training material
Clearly articulate the business cases and value propositions for 1WorldSync products and services
Participate, as required, in the product launch process, acting as the main point of contact from project kick off to go-live
Advise clients on best practices for business process, change management, and GDSN to leverage process efficiencies
Serve as escalation point for customer issues
Work collaboratively with internal and external resources to monitor project progress, troubleshoot issues, set customer expectations, and provide regular status reports to stakeholders
Manage new subscribers through the five phases of the implementation methodology including delivering 1WorldSync education & training, creation of project plans, completing full lifecycle testing along with driving the implementation to completion
Serve as an active Implementation team member managing multiple customers simultaneously
Organize and conduct trainings and project meetings to new and existing customers via telephone and web conferencing tools
Successfully conduct on-site and remote client meetings and continually meet customer expectations in facilitating project planning, testing and other topics throughout the project lifecycle
Seek clarity on customer expectations and follow-up with customers post training to ensure success
Provide attribute guidance and support as part of delivering comprehensive attribute analysis services to customers
Develop education material in multiple formats and use multiple technologies such as PowerPoint, MS Word and Captivate
Conduct daily monitoring of all open issues for new subscribers; ensure service is provided in accordance with the defined SLAs
Find opportunities to share new learnings with the team and create supporting

documentation to facilitate best practices

Manage subscribers’ transitions to the Technical Contact Center upon completion of

onboarding

Develop an end-to-end understanding of product content data flow, including GDSN and

1WorldSync solution sets to both educate the customer and to help resolve issues in a timely manner

Seek to improve upon team best practices based on lessons learned in previous engagements
Forecast project revenue recognition and log time in the NetSuite portal on a weekly basis

Required Skills and Experience:

Bachelor’s degree or equivalent job experience
3+ or more years experience, in the Channel, providing technical support to complex customer integration