Customer Solutions Manager

We're seeking a highly motivated and experienced Customer Solutions Manager to guide our clients through an exciting and successful onboarding journey using EviSmart's fantastic standard features

Following successful onboarding, you'll be the crucial link between our clients' evolving needs and our development team, managing any custom development as a thrilling post-onboarding project. Your contributions will truly make a difference

This role requires a deep understanding of customer processes, strategic identification of gaps, and the ability to define customer requirements, all while fostering strong client relationships and contributing to pre-sales efforts.

Key Responsibilities:

Customer Onboarding & Standard Feature Adoption:

• Lead the exciting onboarding of new customers onto the EviSmart platform, utilizing its off-the-shelf features to perfectly meet their initial operational needs.
• Conduct thorough analysis of customer business processes, workflows, and current challenges to seamlessly align them with EviSmart's standard capabilities.
• Provide expert guidance and best practices to ensure customers fully harness EviSmart's off-the-shelf functionalities

Post-Onboarding Gap Analysis & Custom Development Management:

• After a successful onboarding, conduct comprehensive gap analysis to pinpoint functionalities that need custom development.
• Formulate insightful questions that uncover specific needs and pain points, ensuring nothing is overlooked
• Clearly identify and document features requiring custom development, articulating the business value and technical scope for these exciting enhancements.
• Translate complex business requirements into clear, concise functional and non-functional specifications for our product and development teams.
• Manage custom development projects as post-onboarding initiatives, ensuring they align with client expectations, scope, and timelines.
• Collaborate closely with the product and development teams to ensure a shared understanding of custom requirements and feasibility.

Client Relationship Management:

• Build and nurture strong, trust-based relationships with key customer stakeholders throughout their entire journey with EviSmart.
• Act as a primary point of contact for project-related discussions, providing regular updates and managing expectations with enthusiasm
• Travel to customer sites to observe, map, and document their existing processes firsthand, ensuring accurate requirements gathering for both onboarding and custom work.

Pre-Sales & Strategic Support:

• Attend pre-sales meetings as a subject matter expert, showcasing EviSmart's amazing capabilities and offering high-level solutions by leveraging off-the-shelf features.
• Assist in articulating the value proposition of EviSmart, including the exciting potential for future customizations.

Qualifications:

• Bachelor's degree in Business Administration, Information Technology, Computer Science, Engineering, or a related field.
• Proven experience as a Business Analyst, Solutions Consultant, Implementation Manager, or similar client-facing role, preferably in a SaaS or enterprise software environment.
• Demonstrated experience in customer onboarding processes and a deep understanding of standard software feature adoption.
• Strong experience in conducting detailed gap analysis and defining custom software development requirements.
• Solid project management skills, particularly for managing post-implementation enhancements.
• Strong analytical, problem-solving, and critical thinking skills.
• Exceptional communication (written and verbal), presentation, and interpersonal skills.
• Willingness and ability to travel frequently to customer locations.
• Proficiency in process mapping tools (e.g., Visio, Lucidchart, Miro).
• Experience with Agile methodologies (Scrum, Kanban) is a plus.

We're on the lookout for an enthusiastic and experienced Customer Solutions Manager to lead our clients on an exciting onboarding journey with EviSmart's fantastic standard features

Once onboarding is complete, you'll play a vital role as the bridge between our clients' evolving needs and our development team, managing custom development projects that arise post-onboarding. Your contributions will truly make a difference

This role demands a deep understanding of customer processes, the strategic ability to identify gaps, and the knack for defining customer requirements, all while building strong client relationships and supporting pre-sales efforts.