Another new role advertised by Emersion on Friday. US launch imminent.

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Service Consultant - Project Owner

EMERSION SYSTEMS PTY LTDMore jobs from this company

We’re looking for a hands-on Service Consultant/ Project Owner to take charge of customer onboarding projects. This is a new role in a new team, and we are looking for trailblazers to help deliver a world-class customer experience.

ABOUT EMERSION

Please Note – Due to the overwhelming number of responses we have received for this position we will not be accepting applications from any candidates who do not submit a video interview.

Emersion is an Australian business and billing automation platform for MSPs, Telcos, Wholesalers and Utility providers. Our software helps businesses to systemise, scale and grow and we are on a seeing sharp growth trajectory at the moment.

Backed by the Novatti Group (ASX: NOV) we have customers in Australia, New Zealand and Singapore and will be soon launching in the United States. To help us meet our growth goals, we have recently established the Emersion Operations Centre (EOC) which is responsible for customer success throughout our business.

We are looking for a dedicated and hands-on Service Consultant/ Project Owner to join the EOC and take charge of onboarding projects.

THE ROLE

In this role, you will be a crucial driver of customer experience. Reporting to our Customer Experience Manager, you will be a new customer's 'first point of contact' during their onboarding journey with Emersion and will own their projects from the initial kick-off meeting through to the customer going live.

You will need to be able to manage a high volume of onboarding customers (some with very complex needs and requirements) and draw from resources across the company to help get them set up as efficiently as possible.

This is a varied role with responsibilities, including:

• Project Setup - Setting up new client onboarding projects in Salesforce/ TaskRay and Emersion.
• Onboarding Management – Coordinate product configuration across our internal systems and ensure the integrity of billing systems through audit control checks. Conduct online walkthrough of project plan and operations readiness.
• Reporting - Report on project performance and notify internal and external stakeholder when projects are at risk and work with the rest of the Emersion Operations Centre (EOC) to find ways of preventing this from happening in the future.
• Case Management - Accept new inbound calls/ emails and support tickets, triage and either manage or delegate/ escalate as appropriate.
• Change Management - Effectively communicating with internal and external stakeholders to ensure the resolution of customer change requests (e.g., QR order, technical, migration management)
• Consulting - Provide consulting assistance with analytical mindset and advice on how to solve business problems using Emersion Systems and Solutions.

To succeed in this role you will need to be a fast learner and willing to become one of our go-to subject matter experts for all things Emersion. Exceptional time management and project management skills are essential for this role, as is the ability to communicate with both technical and non-technical audiences.

Our ideal candidate will be a master tactician, a critical thinker and will thrive on delivering the red carpet experience to all of our customers.

REQUIRED SKILLS AND EXPERIENCE

• At least five years of experience working as an IT Project manager or Business Analyst (ideally for a business systems or billing software company)
• Prior change management experience and the ability to juggle multiple projects with conflicting deadlines.
• Excellent written and verbal communication skills including the ability to speak fluent English.
• The ability to manage up and across teams and departments.
• Advanced knowledge of Customer Management processes and procedures
• A proactive approach to managing projects, including a willingness to intervene when things are at risk
• Excellent time management skills
• An understanding of the software development lifecycle

DESIRABLE SKILLS AND EXPERIENCE

• Experience with Salesforce (Salescloud, Cases, Communities, TaskRay and Knowledge are all in use at Emersion).
• Data Analysis Experience
• ITIL4 or ISO2000
• PMBOK5
• A degree in IT, Technology, Project Managing or Consulting

WHY WORK AT EMERSION

This is a hugely varied role and will play a huge part in the future success of our organisation.

This role offers:

Workplace Flexibility - The entire Emersion team is working remotely due to the COVID-19 pandemic. Once we are back to some form of normalcy we're open to flexible working arrangements.

Location-independent – We are looking for candidates from Melbourne, Sydney, Brisbane, Auckland or Wellington

Growth and professional development - You'll become part of one of the most critical business units in our business (Customer Experience) and will have a key role in shaping our onboarding processes and procedures.

Stability - Emersion is growing, despite the COVID-19 Pandemic. Backed by the Novatti Group (ASX: NOV) we have strong plans for growth in 2020 and beyond.

International opportunities – Emersion will be operating in the United States from Q1 2021, and there is potential to work overseas for the right candidate.

HOW TO APPLY

Employment with the Novatti Group / Emersion requires you to have Australian or New Zealand citizenship or to be a permanent resident of Australia or New Zealand or to have a valid visa that provides unlimited work rights.

Please apply via Seek along with a copy of your CV/ Resume, a cover letter and a video application/ introduction to you.