Technical Consultant

Emarsys-posted 8 months ago
Mid Level
Indianapolis, IN
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The Technical Consultant plays a key role in ensuring smooth onboarding, implementation, and platform adoption for our customers. This position encompasses implementation consultancy, technical troubleshooting, and adoption support. They guide new clients through post-sale platform setup, customization, and integration, while supporting existing customers in adopting new features. As experts on the Emarsys platform, they provide strategic advice for scalable and sustainable integrations, monitor platform usage, and help clients meet their marketing objectives. This reduces churn by keeping the platform central to customer engagement strategies. Additionally, Technical Consultants are instrumental in partner education and technical enablement, ensuring accurate scoping and smooth partner-led onboardings.

  • Lead new and existing client onboarding, from platform provisioning to design, implementation and feature adoption of their Emarsys platform, with a team of internal specialists assigned.
  • Help customers with re-implementations to close implementation gaps.
  • Provide quality assurance for integrations and configurations to assure performant and effective deployments of use cases.
  • Fully understand the client's application environment and data in order to provide insightful and effective design recommendations for the integration process.
  • Work closely with client's technical teams to scope existing application environment and facilitate integration and implementation.
  • Warrant quality of setup and implement best practices to ease the demands on the Support organization following onboarding.
  • Map customer objectives to Emarsys driven solution - promote Value and ROI through adoption and usage of our solutions.
  • Ensure timely delivery of contract-based work, including Statement of Work (SOW) commitments, roadmaps, forecasts, and regular check-ins.
  • Coordinate multiple engagements at different stages of implementation and maturity.
  • Act as a technical thought leader by keeping up to date on new releases/product launches and industry trends.
  • Partner with our Client Success organization to provide our customers with a seamless customer experience, helping to grow our customers and prevent churn.
  • Engage with mid-market customers and 3rd parties, mostly in our ICP space.
  • Proven project management experience, preferably in a digital, mid-market, or technology setting.
  • Previous experience in a technical client-facing role.
  • Solid understanding of core tech and product knowledge, ideally experience in platform implementations or adoption services.
  • Solid CRM knowledge and experience in helping customers adopt technology and deploy use-cases.
  • Familiarity with all current Services offerings.
  • Solid project management skills, with a deep understanding of key performance indicators (e.g., billable vs. non-billable work, project budget KPIs).
  • Technical proficiency, with knowledge of data flows, data strategy, and working with APIs and file-based imports/exports.
  • Solid knowledge of web technologies (HTML, CSS, XML, PHP, JavaScript, APIs, SQL) - SaaS technologies, distributed computing concepts is a plus.
  • Excellent written and verbal communication skills in both native language and English.
  • Presentation skills with the ability to deliver clear and compelling project updates to both internal teams and clients, and to translate technical requirements into business requirements and solutions.
  • Hands-on mentality, able to assist customers in solving challenges and adopting the platform.
  • Working marketing and CRM knowledge, with advanced understanding in at least one vertical or industry.
  • Strong interpersonal skills to collaborate across internal services functions, client project teams, Customer Success Managers (CSMs), and service consultants.
  • 401k
  • Life Insurance
  • Maternity/Paternity policy
  • 20 vacation days (and an additional 2 for volunteering)
  • Competitive salary plus additional performance related rewards
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