Lead Consultant, Professional Services
Klass, Canada
Job Description
Role: Lead Consultant, Professional Services
Reports to: Director of Professional Services
Company: Nulogy, https://nulogy.com/
Location: Toronto or REMOTE (in CANADA)
Type: Full Time / Permanent
Company
Nulogy is a technology company driving toward more agility within the supply chain. Nulogy’s software platform enables Consumer Packaged Goods (CPG) companies and their contracted (external) network of manufacturers and packagers to reduce waste, reduce costs and better serve their customers. Nulogy’s software is currently being leveraged within the world’s leading CPG organizations and has become synonymous with best of breed supply chain solutions. As Nulogy has grown rapidly over the last decade, the company is proud to be recognized with a variety of awards including; Canada’s Top Small amp; Medium Employers (2019) and Food Logistics Top 100 Software Provider (2019). Nulogy has also received multiple awards for company culture including being a consistent recipient of Canada’s Great Places to Work award. By joining Nulogy, not only will you be joining a fantastic culture of capable and motivated individuals, you'll also be joining a team that is solving challenging problems everyday with the potential to make a global impact.
Role
As a Lead Consultant you will be responsible for managing the most complex implementations of Nulogy’s platform, as well as overseeing and supporting the team’s delivery of system implementation and consulting services to Nulogy’s customers. You will be the main point of contact during the customer implementation process, while becoming an expert in Project Management, Customer Relationship Management and Product and Domain Knowledge. You will advocate on behalf of the Professional Services team in internal discussions and in escalations from customers or internal teams. You will also contribute to improving the Nulogy customer journey and strengthening interfaces between individuals and teams internally. After onboarding as a Lead Consultant you will be expected to take over responsibilities for managing a team of Professional Services Consultants, enabling them to create positive customer outcomes through the effective delivery of projects with an emphasis on the successful implementation of Nulogy’s platform.
Responsibilities
- Lead Nulogy’s most complex implementation projects including requirements gathering and workflow design, and delivery of implementation, consulting, and integrations services with a focus on project success in emerging markets, new verticals, and strategic customer accounts
- Act as a Project Champion for customer projects, enabling Professional Services Consultants to be effective in completing project tasks and deliverables in a timely fashion, and being accountable for overall project success
- Lead on-site Business Process Mapping (BPM) sessions with our customers and collect information that will guide the development of Workflows and Standard Operating Procedures (SOPs) for customers using Nulogy’s platform
- Manage high level customer communications and escalations while coordinating internally with Nulogy’s Executive, Customer Success and Product teams
- Maintain regular check-ins with Professional Services Consultants on all projects, providing the coaching and mentoring necessary to ensure successful project delivery
- Work closely with Nulogy’s Product team on coordination of activities for implementation of new functionality as part of an end to end implementation of Nulogy’s platform
- Work closely with our Sales and Customer Success teams to scope, estimate and quote new services projects
- Work closely with other members of the Professional Services team to resource new projects
- Ensure adherence of all projects to Nulogy’s customer lifecycle, minimizing deviations and escalating deviations to the Director of Professional Services
- Lead and contribute to internal Nulogy initiatives including collaboration with Nulogy’s Product team on prioritization of new features, providing input on User Experience (UX) design, and advocating for development to address customer pains and priorities
- Within one year take over responsibilities for people management including assisting with hiring and managing career development, performance, and retention of your direct reports
Requirements
- Post-secondary degree or diploma is required
- Approximately 5+ years of experience in Professional Services / Implementation Services / Enterprise Software Delivery / Enterprise Software Implementation
- Experience supervising, coaching and managing direct reports is preferred
- Experience with Enterprise Resource Planning (ERP) platforms, Warehouse Management Systems (WMS), and/or Manufacturing Execution Sys