Position Overview
Skillsoft is currently seeking a talented Solutions Services Consultant to join our Solutions Services team. The Solution Services Consultant role (SSC) will be accountable to both the internal and external stakeholders in the fulfillment of all activities related to Solution Services from a sales support, operational, and business model standpoint. The focus of the position will be on the operational aspects of fulfilling customer commitments per the assigned projects and contracts. The Solution Services Consultant may be responsible for managing several projects at once and will be responsible for the full life cycle of each project.
Position Responsibilities
Manage the development and delivery of service solutions for Skillsoft clients
Work with account teams to focus on customer’s specific program needs. (E.g. creation of integrated multi-vendor blended learning solutions, engagement with stakeholders throughout the client enterprise for analysis and alignment of learning solutions, aligning content to competency models and training needs, custom reporting and trend analysis to support value measurement, change management to support learning adoption, marketing and communication to support solution awareness, complex global roll-outs, etc.)
Acts as a liaison for Skillsoft and provides a communication point of contact as it relates to the customer’s service solutions within the parameters of the contract
Conduct and participate in customer meetings virtually to collect and understand customer business needs around those services provided
Propose service solutions which satisfy the identified business needs of Skillsoft clients
Keeps up-to-date on course/curriculum offerings, changes to certification tracks, newly released versions of Skillport and Skillsoft new products to inform customer of appropriate changes as required
Act as a subject matter expert for the customized customer solution
Develop and maintain detailed project work plans
Evaluate project risks and raise to management in order to develop contingency plans and to respond to change in risk factors as the project progresses
Communicate project status on a weekly basis to management and account team, maintaining a repository of meeting minutes and project issues
Coordinate multi-vendor learning initiatives, platform integrations and learning asset solutions
Develop and deliver monthly Program Status Meetings to update key stakeholders on all project progress, metrics and risks
Escalate issues that impact client relationships to Skillsoft management and internal resources for resolution
Educate customer management and staff to Skillsoft upgrades, new learning products and technologies on an ongoing basis
Pursue understanding of the customer's business and learning priorities and goals as the basis for consulting and recommendations
Desired Skills and Experience
Customer Focused – personally demonstrated that both external and internal customers are a high priority by identifying, and responding to their needs in a timely and efficient manner
Initiative – Recognizes opportunities and initiates actions to capitalize on them by looking for a new and productive ways to make an impact
Innovative Thinking – Embraces and champions new ideas and encourages others to do likewise
Building Organizational Commitment – Demonstrates commitment, loyalty and appreciation for the organization. Conveys a high-level of concern for all employees, while helping to ensure that both their needs and those of the organization are met
University degree in education, business, computer science, or a combination of post-secondary education and related experience. PMI certification is an asset
Excellent customer service experience
Ability to exercise tact and discretion in customer relationships
Analytic thinking skills, with an ability to make decisions and keep clients informed as warranted
Excellent communication/facilitation skills and diplomatic problem-solving skills
Strong project management, time management and organizational skills, an ability to perform under pressure
Team player and a strong relationship builder
Ability to communicate clearly and concisely, orally and in writing, with both clients and internal teams
Ability to conduct business in a virtual environment, working with multiple virtual teams
Education and Certifications
Understanding of common web technologies (browsers, html)
Strong experience with virtual and collaboration web tools
Advanced level of desktop application skills (Word, Outlook, Excel, PowerPoint, Microsoft Project, Access) with ability to learn new technologies and applications quickly as new application skills are required for the position
Experience or familiarity with the computer-based training market is a strong asset
Project management certification is a strong asset
Familiarity with LMS or LCMS platforms, and preferably the integration of learning content with LMS platforms
Experience with project scheduling tools
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