Professional Services Consultant

About Responsive

Responsive, formerly RFPIO, is the market leader in a growing category of SaaS solutions called Strategic Response Management. More than 2,000 customers, including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom, are using the Responsive platform to manage business critical responses – including bids, questionnaires, assessments, and trust centers – that impact nearly half of a company’s revenue. More than 35% of cloud SaaS leaders and more than 20 of the Fortune 100 standardize on Responsive, and the company has been voted “best in class” by G2 for 24 quarters straight. Customers have used Responsive to close more than $750B in transactions to-date. To learn more, visit responsive.io.

About the Role

Professional Services are a critical component of our overall value realization strategy at Responsive, and we’re eager to expand their impact. The Professional Services Consultant will provide specialized expertise, strategic guidance, and tailored solutions that empower customers to achieve their business goals, and to maximize the value of the products and services that have been purchased. The Professional Services Consultant plays a key role in promoting customer adoption, and ensuring client retention by optimizing the client’s response management processes, increasing efficiencies, and partnering with the client to achieve near-term and long-term business objectives.

At Responsive, Professional Services Consultants work closely with customer success, product, and sales teams to ensure smooth implementations and drive long-term adoption of Responsive’s solutions.

Essential Functions

• Lead and Manage Customer Engagements: Take full ownership of multiple service engagements, ensuring that they align with the strategic objectives of Responsive’s customers. Drive continuous value delivery and high levels of customer satisfaction throughout each engagement.

• Consultative Expertise: Offer expert guidance on best practices for Strategic Response Management (SRM) within the Responsive platform. Proactively collaborate with customers to identify solutions that optimize workflows, enhance platform adoption, and maximize overall platform usage.

• Deliver High-Quality Services: Oversee the creation and final quality checks for all deliverables within the Responsive application, ensuring the highest quality standards. Identify and communicate any potential risks associated with service delivery.

• Client Reporting & Communication: Provide detailed, client-facing deliverables such as weekly status reports, hours reports, project plans; maintain transparent communication with customers on engagement progress and desired outcomes.

• Engagement Management Tools: Utilize our Professional Services tool to manage all aspects of service engagements, including task management, timeline oversight, milestone tracking, time tracking, risk management, and customer collaboration via the customer portal.

• Performance Metrics & KPIs: Meet or exceed individual performance goals and KPIs related to billable utilization, productive utilization, customer satisfaction, engagement duration, and other metrics as defined by leadership.

• Continuous Improvement: Regularly assess and optimize processes and protocols, identifying areas for improvement. Drive the enhancement of the service delivery model based on operational feedback and goals for continuous improvement.

• Faster Time to Value: Champion initiatives that enable consultants to deliver faster, more impactful results to customers, improving time-to-value and helping customers realize tangible outcomes sooner.

• Stakeholder Communication: Provide regular updates to Professional Services leadership, Customer Success Managers (CSMs), and other key stakeholders to ensure alignment and address concerns or opportunities.

Experience

• 5+ years of experience in consulting, professional services, customer success, and/or related fields (client-facing experience required)

• 3+ years experience with the Responsive platform and Strategic Response Management (SRM) best practices

• Proven track record of delivering successful customer engagements and consulting services (technology platforms, SaaS model) 

• Experience with professional services tools, such as Rocketlane or similar platforms, for task management, timeline development, risk management, and time tracking

• Consistent performance in meeting and exceeding goals and key performance indicators (KPIs)

• Experience in fast-paced, technology-focused environments

• Cultivated a culture of accountability, proactively solving problems for customers

• Associate or Bachelor’s degree preferred

Knowledge & Skills

• Service Delivery: proven experience in project management, consulting, or professional services, with a strong track record of managing large-scale customer engagements.

• Exceptional Communication: Strong written and verbal communication skills, with experience in presentation and engaging stakeholders at all levels of an organization

• Project Management:

• Experience in managing multiple clients and projects simultaneously

• Expertise in timeline management, scope management, and budget management

• Collaborative Team Player: Flexible and adaptable, with the ability to work collaboratively with consultants, technical resources, and cross-functional teams

• Organizational and Time Management:

• Strong organizational skills

• Passion for operational excellence and continuous improvement

• Ability to multitask and adjust to changing client needs and evolving professional service methodologies

• Interpersonal Skills:

• Ability to build and maintain client relationships

• Skilled in setting client expectations and resolving conflicts

• Strategic and Critical Thinking:

• Strong decision-making abilities and articulating solutions to complex challenges

• Ability to translate strategic concepts into clear, understandable terms for new users of the platform

• Proactiveness and Accountability: Self-starter with a high level of professionalism, proactiveness, and commitment to driving customer value

• Adaptability: Able to work well under pressure, meet tight deadlines, and adapt quickly to process changes

Additional Information

Responsive uses a market-based compensation philosophy. A candidate’s starting base salary will be determined by the specific responsibilities of the role, as well as job-related skills, experience, qualifications, location, and current market trends. For this position, the base salary range is $80,000–$90,000. Our recruiting team will provide details on the applicable range based on your location during the hiring process. Please note that this range covers base salary only and does not include bonuses, equity, or benefits. 

Responsive embraces a global flexible workforce model with offices in Dallas, TX, Kansas City, MO, Coimbatore, India and Dublin, Ireland. For this role, candidates located in Dallas, TX will be given priority consideration.

In addition to a competitive compensation package, Responsive also offers the following benefits:

📈 401k with company matching

📚 Unlimited professional development and ongoing learning through LinkedIn Learning Solutions

🏝 4 weeks of paid vacation, paid sick days, dedicated paid COVID days, and paid bereavement

✈ 4 week sabbatical after 5 years of service

🍀 Mental Wellness Program (EAP) to support your well-being and self-care

🍹 Team events, such as happy hours, off-sites, and team building events

❤️ Best-in-class health benefits, company paid for employee and company contribution for family coverage

Our Values:

Delight customers

We’re lucky to partner with the world’s biggest brands and best customers. They all play an integral role in mapping our future. When it comes to listening and solving their biggest challenges, we’re Responsive.

Be agile & nimble

At Responsive, our people, products and processes are constantly evolving. Our simple formula is to be agile and nimble. We’re not afraid to try something new or pivot when we see a better solution.

Get it done

Whether it’s adding a new feature, onboarding a new customer, or crafting a solution that adds extra value — we’re all motivated to get it done. GID is one of our core tenets and impacts everything we do.

Give back time

Efficiency is central to our company spirit, because finding ways to focus on what’s most important is essential to our innovation. We also truly care about what really matters to our customers and teams.

S4

We have a simple saying, “If you see something, you say something (S4).” At Responsive, we celebrate people who are critical, thoughtful thinkers who just want to make things better. Here, your input matters.

At Responsive, our values are the foundation of who we are—and we’re equally committed to cultivating a diverse and inclusive culture that reflects and respects the richness of our global community. We welcome individuals of all backgrounds, including different cultures, ethnicities, ages, races, national origins, genders, sexual orientations, religions, and abilities, to apply for our open roles. If you share our commitment to an inclusive workplace and believe you’d thrive on our team, we’d love to hear from you!