Customer Development | Naperville, IL, United States



Professional Services Consultant POSITION DESCRIPTION 1

Date: March 23, 2009

Position: Professional Services Consultant

Supporting Leader: Unit Leader, Customer Services Unit

Mission: Successfully execute project-related tasks to completion, exceed customer expectations and deliver exceptional value to customers.



Measurements:

• Services revenue
• Quality of customer services as measured by post-engagement evaluation by the customer
• Quality of customer services as measured by the customer survey score
• Number of successful service engagements
• Actual number of new products installed versus number of products licensed

Responsibilities: The Professional Services Consultant’s main contribution to the company is the delivery of billable, assessment and advisory services with proficient-level knowledge for all Infogix product family lines. The Professional Services Consultant is primarily charged with planning, assessing, and design project management activities.  This requires excellent time management and business communication skills. Professional Services Consultant will closely work with the Services Team, Client Executives, Enterprise Solution Specialists and Sales Executives to support customer growth strategies. Typically, every position involves primary responsibility for tasks related to Key Result Areas and other secondary responsibilities. The primary responsibilities related to the KRA for this position are:

Key Result Area

Responsibilities
Customer Professional Services (50%)

• Develops project plan.
• Prepares activities for projects.
• Understands and decomposes the functional requirements of controls and determines the best approach.
• Understands and ensures that the customer is aware of all technical requirements.
• Leads information Controls Assessment service
• Assessing and documenting information control gaps and improvement opportunities
• Leads Controls Design service
• Identifies control gaps.
• Defines and designs controls using Infogix best practices.
• Provides Advisory services
• Outlining best practices.
• Providing guidance on standards.
• Manages projects
• Attends weekly project status meetings and prepares a weekly report of activities.
• Identifies changes to the project plan requiring change control.
• Provides input to weekly project/task progress and status.
• Develops any required documentation.
• Assures smooth and complete turnover.
• Identifies new project opportunities
• Identifies additional product and service opportunities and identifies these to Customer Services Unit Leader.
• Understands and is able to articulate/document the business benefit of the work carried out.
• Works with Customer Services Unit Leadership to ensure that the project is delivering required business benefits. Assists in building value propositions from the work being performed.
• Conducts debrief meeting.
• Obtain customer’s sign off on completion of the project.

Measurements:

• Number of billable services hours completed.
• Number of completed assessments.
• Quality of services delivered as measured by timeliness and customer satisfaction.

Customer Community Development (20%)

• Identifies and promotes additional consulting work – expanding engagements.
• Builds and extends customer relationships.
• Understands and articulates business benefit of project scope.
• Assists in building value propositions for new opportunities.
• Measures and improves the delivery of Infogix Controls services.
• Contributes to the company, group and unit strategy.
• Discusses controls solutions with Client Executives to promote Infogix within existing client environments.

Measurements

• Number of Infogix Controls Usage Reviews completed.
• Number of Solutions documents created i.e. Best Practices, Maturity Model, Standards, etc.
• Number of non-billable services hours completed.

Product Installation Assurances (15%)

• Provide remote and on-site installation service to customers, including:
• Installation planning
• Environmental review
• Project management
• Installation
• Produce required documentation in conjunction with delivery
• Post installation audit
• Managing customer relationships with specific regard to managing expectations and facilitating turnover and subsequent customer signoff

Measurements

• Number of certified product installation assurances

Customer Acquisition Support (5%)

• Create proposals and estimates as required for new services engagements.
• Provide support for new services engagements by reviewing customer requirements and providing feedback.

Measurements

• Number of prospective client meetings attended.
• Number of proposals/Project Briefing Documents created and/or assisted with.

Group and Team Development (5%)

• Actively contributes to the Infogix Knowledgebase. Participates in the hiring of new team members.
• Internally debriefs on assigned engagements.
• Participates in ISACA and other professional organization meetings.

Measurements

• Certifications completed.
• Number of chapter meetings attended.

Solutions Training (5%)

• Assist with creation and revision of solutions training materials.
• Presents solutions training.

Measurements

• Number of TUG presentations.
• Number of training materials created, reviewed and revised.