Senior Professional Services Consultant

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale. Interested to find out more about us?

Check out: www.cyara.com

Position Overview:

The Senior 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 project timelines, deliverables, and resources 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.
• 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.
• Strong technical skills, with experience in system configuration, software customization, and integration.
• Proven project management experience, with the ability to manage multiple projects simultaneously and deliver results on time.
• 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 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 to travel as needed to client sites.
• Familiarity with CCaaS platforms, IVR design, chatbot interactions, and automated testing of voice/digital channels is preferred.