Professional Services Consultant
Job Summary
Job Description
The Professional Services Consultant guides clients through successful implementation and adoption of Cyara's platform. This involves requirements gathering, system configuration, customization, deployment, and training. The role requires strong technical skills, project management experience, and excellent communication. Responsibilities include leading implementations, understanding client business processes, managing project timelines, conducting training sessions, providing ongoing support, collaborating with product and engineering teams, and developing strong client relationships. The consultant will also conduct functional and load testing, troubleshoot issues, and identify upselling opportunities. Post-implementation reviews are also part of the role.
Must have:
- Lead SaaS solution implementations
- Understand client business needs
- Manage project timelines and deliverables
- Conduct client training sessions
- Strong technical and communication skills
- Project management experience
- SaaS platform & cloud technology experience
Good to have:
- Telecom experience
- Load testing experience
Perks:
- Flexible work environment
- Competitive compensation
- Results-oriented culture
- Family-first atmosphere
9 skills required
Job Details
Cyara is the world’s leading Automated CX Assurance Platform provider, enabling leading brands across the globe to build better customer experiences faster. Through automated testing and monitoring, Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Every day the most recognizable brands, including Airbnb and NAB trust Cyara to deliver customer smiles at scale. Our promise is Customer Smiles - Delivered at Scale, and as a member of Cyara’s team, you’ll be given the opportunity to bring that mission to fruition alongside our amazing community of fun-loving forward thinkers. Interested to find out more about us? Check out: www.cyara.com
Want to know what it’s really like to join Cyara? Check out this link to meet some real Cyarans and read about their individual career journey with us: https://cyara.com/employee-profiles/
Cyara’s Values:
At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone—we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive.
Cyara’s Diversity, Equity, Inclusive and Belonging:
At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success.
The Professional Services Consultant will be responsible for guiding clients through the successful implementation and adoption of our platform. This role requires a combination of technical expertise, project management skills, and a strong customer-centric approach. The ideal candidate will work closely with clients to understand their business needs, configure and customize our software to meet those needs, and ensure a smooth transition to our platform.
Let's talk about your role and responsibilities:
- Lead the implementation of SaaS solutions for clients, including requirements gathering, system configuration, customization, and deployment.
- Work closely with clients to understand their business processes and objectives. Provide expert advice on how our software can address their specific needs and challenges.
- Manage timelines and deliverables to ensure successful implementation within the agreed-upon scope, time, and budget.
- Conduct training sessions and workshops for clients to ensure they are fully equipped to use our software effectively. Provide ongoing support and guidance as needed.
- Conduct functional testing and load testing using Cyara tools, to hand-hold customers and enable them to take over active use of testing tools.
- Collaborate with the product and engineering teams to provide feedback on product features, enhancements, and potential issues based on client interactions.
- Develop and maintain strong relationships with clients, acting as a trusted advisor and point of contact throughout the project lifecycle.
- Assist in the creation of project documentation, including functional specifications, user guides, and training materials.
- Troubleshoot and resolve any issues that arise during the implementation process. Work closely with the support team to ensure prompt resolution of client concerns.
- Identify opportunities for upselling or cross-selling additional services and products that could benefit the client’s business.
- Participate in post-implementation reviews to assess project success, gather client feedback, and identify areas for improvement.
Let's talk about your skills/expertise:
- Bachelor’s degree in Computer Science, Information Technology, Business, or a related field.
- 5+ years of experience in a professional services, consulting, or implementation role.
- Telecom experience strongly preferred, ideally within a SaaS or technology company.
- Load test experience strongly preferred.
- Strong technical skills, with experience in system configuration, software customization, and integration.
- Project management experience, with the ability to manage multiple projects simultaneously and deliver results on time preferred.
- Excellent communication and interpersonal skills, with the ability to explain complex concepts to both technical and non-technical audiences.
- Experience with SaaS platforms, cloud technologies, and software implementation best practices.
- Self-starter with high level of initiative and the ability to work independently and as part of a collaborative team in a fast-paced environment.
- Strong problem-solving skills and a customer-centric mindset.
- Willingness and ability to travel to client sites, as needed.
Why you should join us:
At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere.
Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators.
Interested? Know someone who might be? Apply online now.
Cyara are a Global Circle Back Initiative Employer - we commit to respond to every applicant.
Agencies: Thanks but we’ve got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid
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