The Implementation / Engagement Consultant is a post-sale role responsible for supporting customers throughout their onboarding journey, managing implementation projects, and ensuring successful adoption of Quadient Digital Services. The role will be primarily focused on Quadient AR but will also have the flexibility to support CXMPSO projects where required. It combines customer management, project delivery, and technical enablement to help customers maximise value from the solution. Success in this role requires strong interpersonal skills, a process-oriented mindset, and the ability to guide clients in applying best practices to enhance time to value and accelerate go-live.
Your role in our future
- Manage the handover from presales/account representatives to project delivery.
- Gather customer requirements and brief internal technical teams accordingly.
- Provide clear onboarding plans to ensure smooth implementation.
- Implementation & Project Management
- Lead and coordinate end-to-end implementation of Quadient AR/CXM for customers.
- Collaborate with cross-regional project teams (NORAM, CZ) to deliver against timelines and requirements.
- Ensure compliance with internal policies, practices, and procedures throughout the project lifecycle.
- Customer Support & Engagement
- Serve as the primary post-sale contact for customers, providing guidance, answering questions, and resolving issues.
- Monitor customer usage and adoption to ensure effective utilisation.
- Work closely with PreSales, PSO and Customer success teams to ensure customer satisfaction and long-term success.
- Client Education & Training
- Deliver product education, training sessions, and enablement materials to clients.
- Empower customers to independently leverage the platforms for their AR processes.
- Problem Resolution & Escalation
- Proactively identify and resolve customer issues, liaising with Support and R&D teams when necessary.
- Act as a trusted advisor to customers, ensuring challenges are addressed quickly and effectively.
- Customer Retention & Loyalty
- Develop and execute loyalty and retention campaigns to strengthen customer relationships.
- Analyse customer data to identify opportunities for improved adoption and engagement.