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Consulting & Platform Configuration:
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Lead stakeholder sessions to explore client needs and operational challenges.
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Map business processes into practical solutions using the customer support platform.
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Deliver remote training, knowledge sessions, and user workshops.
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Set up platform features and optimise workflows based on client goals.
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Prepare clear documentation outlining configurations, integration points, and solution designs.
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Keep certifications current and stay informed on platform enhancements and industry standards.
Project Delivery:
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Capture and clarify client requirements for implementation.
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Guide clients through project phases while managing timelines and expectations.
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Track key milestones, risks, and deliverables throughout the engagement.
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Ensure implementations are completed efficiently and meet agreed objectives.
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Keep project records and progress updates accurate and up to date.
Client Relationship & Collaboration:
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Partner with business development and account teams to support client success.
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Flag opportunities for additional services during delivery.
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Raise any relationship or commercial concerns in a timely manner.
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Foster positive working relationships with both clients and internal teams.
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