Services Consultant (ROW)

About Responsive

Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests and more. Responsive is headquartered in Portland, OR, with additional offices in Kansas City, MO and Coimbatore, India. Learn more at responsive.io.

Essential Responsibilities

• This role is a hybrid of Onboarding Consulting, Professional Services Consulting, and Technical Consulting, with a focus on our ROW client base, as well as supporting North American clients with complex technical needs.
• Perform onboarding duties, including delivering foundational training sessions (answer library basics, content management, project life cycle)
• Own the formative stages of the customer implementation journey starting from the initial hand-off from the account executive when the contract is signed, through to completion of the onboarding process and formal hand-over to the assigned CSM
• Responsible for delivering technical consulting services on response management best practices utilizing Responsive (including data migrations, integrations, technical deep dives, etc.)
• Coordinate with the Engineering, DevOps, and Customer Success team on the feasibility, timeline, and requirements for technical consulting engagements (including scoping new services as required)
• Project manage large scale one-time and recurring service offerings to promote adoption and drive customer time-to-value
• Gather and analyze requirements from the Professional Services team on project tasks related to service engagements
• Identify and communicate any risks on delivery for service engagements
• Provide detailed client-facing project summary and instructions, including weekly status reports and monthly rollups
• Manage multiple ongoing client-focused projects adhering to timelines while coordinating with various teams
• Serve as the voice of the customer during this stage, elicit and collect feedback to drive continuous improvement across all areas, including onboarding, training and product development
• Perform final quality-check on client-facing deliverables and values updated in Responsive application. Includes but not limited to data migration, custom script work, user migrations, content import, etc.
• Provide frequent updates to PS Leadership, CSMs, and executives (as required)
• Use Rocketlane (PS tool) to track progress on PS engagements: phase & task management, timeline management; date forecasting; key milestones; time tracking, project health tracking, and last client contact date tracking
• Achieve team goals and metrics around productive utilization, PS engagement durations, survey scores, and other project measures
   

Education

• Bachelor's degree in a related field

Experience

• 5 to 8 years of CSM, Onboarding and implementation or product training delivery experience (SaaS strongly preferred)
• Experience with customer service/analytics platforms preferred (Gainsight)

Knowledge, Ability & Skills

• Self-starter with a proven track record of driving customer success in SaaS companies and/or project management and driving adoption of technology within an organization
• Highly organized with the ability to multitask, prioritize, and scale workload
• Zealous about client success and driving customer value
• Strong presentation abilities, excellent verbal and written communication skills
• Comfortable with seeking help, and being proactive to find answers and solutions
• Flexible, adaptable team player with strong interpersonal skills
• Leadership skills and ability to work cross functionally with a diverse resource pool 
• Mentoring and coaching skills, performance management, team building