We are a company of innovators, thinkers and doers who care passionately about changing the world. How? By rethinking the massive and growing industry that keeps our world running — field service. Our mission is to help OUR clients deliver the best field service possible to THEIR clients. And that mission starts with our employees.
The Professional Services Solution Architect will be responsible for the successful implementation of the ServiceMax product suite. This role may work as part of a project team for larger, complex engagements; or in a primary role on smaller engagements (providing project management support). The successful candidate must be able to build strong relationships with clients and must be effective at communicating verbally and in writing. Additionally, he/she must have a passion for helping clients find creative ways to more effectively run their services businesses.
Job Responsibilities:
Lead consultant on functional project teams utilizing the ServiceMax, MaxApproach Methodology to implement the ServiceMax solution. Accountable for the following:
o Leading discovery and design workshops
o Completing business requirements analysis and confirmation
o Ability to transform business requirements into a set of end to end solutions within the application
o Identifying and documenting specifications and criteria for customizations
o Confirming functional design with client
o Supporting configuration effort by project consultants
o Overseeing quality reviews and testing of the configured solution
o Documenting finalized solution design and build specifications
o Leading deployment and hand-off
o Coordinating resolution of client-reported feedback and issues
o Communicating with project team, as required, to ensure timely updates to project health, risks, issues and solutions
· Provide peer reviews of Solution Design and Configuration Documents ensuring fit between with ServiceMax best practices and business requirements
· Provide Field Service “Best Practice” guidance to clients
· Mentor PS and Partner Consultants providing guidance in defining field service business processes, communication, and scalable implementation strategies
· Lead or collaborate on internal projects promoting operational efficiencies and organizational effectiveness
· Support Sales by identifying upsell opportunities with existing clients
· Coordinate and oversee functional implementation activities for internal and partner consultants, developers, and client’s point of contact (POC) on enterprise projects
· Liaise with the Technical Architect to design scalable, flexible solutions supporting business requirements
· Liaise with and support other functional groups within ServiceMax – including (but not limited to) training, development, support, product and engineering.
· Identify business use cases within different verticals or client implementations that may augment ServiceMax’s product roadmap and delivery best practices
· Review and provide input to PS training materials and presentations
· Develop case studies, presentations, and internal processes and guidelines
Required Skills:
· Minimum 2+ years experience with Salesforce in an administrative or configuration management capacity required
· Salesforce certification preferred (Minimum 1: ADM-201, Service Cloud, Platform App Builder)
· Salesforce technical experience with Apex, Lightning Platform, Visual Force, or Java preferred
· Professional English language, a second language (German, French, Italian) would be a plus
· 7+ years consulting experience implementing with one or more Customer Relationship Management Solutions, (such as SalesForce.com, SAP, Oracle, Siebel)
· 5+ years experience working in a technology focused company
· Demonstrated leadership skills working with clients and peers
· Comfortable leading meetings/ sessions with Senior Management to discuss business process
· Excellent oral and written communication skills
· Ability to work in a globally distributed team environment, liaising with on-site teams and clients.
· Results driven attitude in a fast-paced environment
· Commitment to quality, customer success, and customer satisfaction
· Willingness to travel up to 50% of time, including international travel
Desired Skills:
· Experience with field service operations or management, including experience with customer service management and call center support
· 1+ years experience implementing or working with the ServiceMax application
Education:
· Bachelor’s Degree in Business, Technology or related subject