Business Analyst/Consultant (Education)
Buchanan Technologies - New York, NY

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Buchanan Technologies is looking for a Technical Business Consultant to remotely support a client in Portland. The Consultant will work directly with major accounts, national accounts, prospects and strategic vendor partners to provide superior technical and business services. This position proactively communicates with both external clients and internal staff to develop strategies, escalate issues, ensure all service level agreements can be met and recommend product and service enhancements. In addition, this position is responsible for representing the perspective of these unique partners to other functional teams, particularly as it relates to the rollout and enhancements of new products and services.

Responsibilities

Develop and deliver technical consulting services

Help create customer self-sufficiency for major and national accounts by facilitating the design and implementation of an efficient internal support infrastructure and work flow

Fulfill special technical contract requirements and monitors service level expectations

Oversee client acceptance testing for technical aspects of complex implementations and custom development

Pre-sales support - Support Account Management team working with major and national account prospects that have complex technical infrastructure or complicated licensing models. Requires in-depth technical understanding of company's products and how they integrate with the prospect's technical environment

Provide technical consulting to all partners in writing, in person, or on the phone

Act as a mentor and coach for Partner Support Team members

Act as an escalation point for complex or custom technical support and/or implementation projects

Act as Support liaison with the Major and National Accounts team and Executive Management

Act as Support liaison with Product Management, represent major and national account's technical or customization needs on specific projects and brings visibility to critical partners' needs and concerns

Participate on an as-needed basis in the development and presentation of technical topics for user group meetings, conferences and exhibitions

Contribute to RFP responses for major, national and state accounts

Represent Partner Support at RFP presentations for major, national and state accounts

Contribute to the development of processes and/or infrastructure changes needed to support major accounts

Quality assurance - Provide input for test script development and participates in testing of customizations for major accounts

Represent Partner Support in Clear-to-Ship/Clear-to-Release events for major accounts

Demonstrates professionalism, patience, and perseverance during partner consultations (on-site or remote).

Perform other duties as assigned to ensure success of the team and the organization

Flexible travel to assigned accounts and Portland office as needed, up to 50% required (travel will be heavier during certain periods of the year)

Skills and abilities

Exhibits exceptional customer-service skills and positive attitude

Maintains composure and is empathetic during difficult partner situations

Advanced Customer Service and listening skills.

Advanced data analytics and problem-solving skills

Ability to act independently under general direction

Demonstrated skills in working tactfully and sensitively with high-profile partners

Ability to write and communicate effectively, and to document work accurately

Ability to set partner expectations based on partner needs and organizational values, priorities, and/or commitments

Ability to develop, access, implement and document the effectiveness of processes and procedures, and work with management to recommend improvements. Willingness to involve team members in deciding how to best accomplish key tasks

Ability to plan ahead, track and meet all commitments and timelines

Extensive experience in system, tool, and requirement definition or design

Proficiency in variety of computer operating systems

Working knowledge of networking and protocols

Working knowledge of relational databases

Ability to be flexible and adjust easily to shifting priorities.

Strong collaborative skills - willing to participate in a highly productive team environment.

Exceptional skills in partnering with clients and staff and in developing and maintaining long term supportive relationships

Exhibit and promote company mission statement

Self-driven and can work independently when needed

Education and experience

Bachelor's degree required; equivalent combination of education and work experience may be accepted in lieu of a degree

Minimum of five years' experience in a partner support role with increasing responsibility

Minimum of one technical certification preferred (e.g. Cisco, A+, MCSE, Six Sigma, etc.)

Knowledge of client products and services desired

Prior on-site, face to face account management experience preferred

Experience managing projects highly recommended

Technical Support, Business Analyst, and/or Product Management experience within the educational sector is highly preferred

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