Customer Success Product Consultant

About FlowForma:

At FlowForma, we are pioneers in digital process automation, workflow solutions, and digital transformation. Our passionate team is dedicated to creating intuitive, affordable process automation tools that empower organizations to work smarter and faster than ever before.
Headquartered in Dublin, FlowForma serves a diverse global customer base across sectors like energy, engineering, healthcare, and financial services, revolutionizing the way they operate.

About our Platform:

FlowForma Process Automation, now powered by AI is designed for business and IT teams seeking to rapidly digitalize processes, harness data insights, and achieve operational excellence at lightning speed. The platform unites forms,workflow, insights, AI, document generation, and much more into one powerful platform.

Overview of Role:

Full-time hybrid role: 3 days on-site, 2 days WFH.

The Customer Success Product Consultant will manage the support desk, providing L1 and L2 support direclty to customers. They will help our Customers accelerate their digital transformation by enabling them to rapidly automate key business processes using our unique no-code product FlowForma.

This is a hands-on Customer facing role, with a strong focus on managing support issues and delivering solutions within SLA. The role will also include involvement in delivery projects using the FlowForrma process platform to agreed timescales.

It will require good collaboration with colleagues within the Customer Success team other internal functions such as Product/R&D, to deliver increasing value and success for our Customers.

Main Responsibilities:

- Provide L1 and L2 support directly to customers and resolve issues to customer satisfaction.
- Monitor tickets assigned to the Support queue and process based on agreed SLA’s and Priorities. Respond to assigned tickets/tasks in accordance with SLA guidelines.
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
- Document all relevant information in relation to the Customers issues.
- Learn FlowForma product to enable you to better understand, troubleshoot and resolve increasing number of Customers issues at L1 Support and L2 Support.
- Access product release notes, knowledge bases, and FAQ’s to aid in issue resolution.
- Help update and maintain any Support documentation as required.
- Record any customer feedback for the purpose of continuous improvement.
- Look for opportunities to help customers drive further adoption and to increase their ROI in FlowForma.
- Provide consultancy services to customers on the implementation of FlowForma solutions.
- Provide estimations to management and sales staff on the implementation of FlowForma solutions.
- Implement FlowForma solutions to customers to a timeframe agreed with FlowForma management using company best practice procedures.
- Keep Customers up to date on progress, and regularly obtain and share customer feedback internally, with a view to driving improvements.
- Onboarding and enablement of new Customers to FlowForma.
- Other duties as assigned by management.

Skills & Experience:

- Experience as an IT software or systems consultant (or similar role), working on projects for external Customers is an advantage.
- Experience with MS SharePoint, M365, Azure SQL.
- Experience onboarding Customers to SaaS solutions is an advantage.
- Strong technical, documentation and presentation skills.
- Cross-industry experience is a plus.
- WebServices/API integration experience is an advantage.
- Experience with other Business Process Automation tools is an advantage.

Education:

- College graduate preferably with a qualification in technology.
- Any formal Microsoft 365 and Sharepoint certification would be advantageous.

Knowledge Of:

- Good technical knowledge with MS SharePoint, SQL and M365.
- Business Process Automation and Improvement techniques an advantage, but not essential.

Other Information / Circumstances:

- Flexibility in terms of business travel (around Dublin, countrywide and internationally if required).
- Project-driven work requirements with occasional extended hours as needed to meet deadlines.

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