Senior Specialist, Solution Delivery, ASTER

Bain & Company; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading consulting firm is seeking a Senior Specialist in Solution Delivery to manage software deployments and drive client success. This role includes project management, user training, and ongoing solution advisory, working within a dynamic team in São Paulo. Candidates should possess 3-5 years of experience in software delivery and a Bachelor's degree, along with excellent communication and problem-solving skills.

Qualificações

• 3-5 years of experience in software deployment and technology-related consulting.
• Experience working independently and prioritizing tasks.

Responsabilidades

• Support project management and client technical issues.
• Lead user training on software usage throughout its lifecycle.
• Contribute to service improvement initiatives.

Conhecimentos

Project management

Technical support

User training

Communication

Problem-solving

Formação académica

Bachelor’s degree or equivalent

Descrição da oferta de emprego

Applications must be submitted in English

WHAT MAKES US A GREAT PLACE TO WORK

We are proud to be consistently recognized as one of the world’s best places to work. We are currently the #1 ranked consulting firm on Glassdoor’s Best Places to Work list and have maintained a spot in the top four on Glassdoor’s list since its founding in 2009. Extraordinary teams are at the heart of our business strategy, but these don’t happen by chance. They require intentional focus on bringing together a broad set of backgrounds, cultures, experiences, perspectives, and skills in a supportive and inclusive work environment. We hire people with exceptional talent and create an environment in which every individual can thrive professionally and personally.

WHO YOU’LL WORK WITH

Bain's NextGen Software Solutions (NGSS) team’s mission is to take new software products within Bain from zero to scale. We discover, build, and support applications around the company’s most important intellectual property, and serve as the company’s internal subject experts on our own software.

You will support clients and case teams working with our ASTER by Bain product. Aster is Bain’s largest home-grown technology investment, used across 200+ deployments with an NPS of 70. As part of the Aster team, you’ll work closely with product managers, designers, engineers, and analytics experts to deliver an organizational design tool that helps clients structure for growth, not just cost-cutting. You'll gain hands-on client experience, build critical problem-solving and communication skills, and play a key role in growing our new São Paulo hub and its culture.

WHERE YOU’LL FIT WITHIN THE TEAM

The Senior Specialist, Solution Delivery, is accountable for supporting and advising case teams and clients on the deployment and ongoing usage of Bain software and tools that enable the Bain consulting Solution. You will own the management of deployments for assigned clients and support senior team members with more complex deployments or high-priority cases or clients. Additionally, you will act in an advisory capacity to case teams and clients on both product usage and ensure ongoing client success with the software or tool through ownership of Service Requests, Incidents, and Problems to deliver resolutions and continuous process improvement.

WHAT YOU’LL DO

Project management and ongoing support (30%)

• Support consulting team and clients with technical issues related to software implementation, including at the client site when required
• Support first-line user queries and delegate/escalate issues to other support staff, software product owners, or vendors as appropriate

User training (25%)

• Lead training of new users on usage of the software across the usage lifecycle – case team and clients (day-to-day users and potential for senior client leaders)
• Create, curate, and provide ongoing maintenance of software training curriculum, including structure, delivery methodology, materials, and other collateral (e.g., videos)

Solution Advisory (10%)

• With support and guidance from more senior team members, they will support requirements gathering, set-up, and configuration process of software coordinating working across client, case teams, Practices, NGSS, and other internal groups where necessary

Product Operations (10%)

• Collect, aggregate, and synthesize user feedback to support the Product Manager in developing and prioritizing software enhancements and roadmap
• Work closely with the product team to triage/support client-specific enhancements, advocating for clients within the product team and managing client expectations/communication
• At higher levels of performance, will be beginning to demonstrate the ability to apply IP knowledge to advise case teams and clients directly

Software product awareness (10%)

• Participate in the creation of marketing videos and collateral for internal marketing as well as client proposals
• Provides new/pipeline case teams with relevant examples from previous users (e.g., dashboard screenshots, training materials, executive presentations)

Team operations (10%)

• Contribute to initiatives intended to improve overall performance and value delivery

Service improvement (5%)

• Work with Product Manager and Product Operations Manager to design and implement new services
• Assist in the development of tooling, processes, and documentation to improve support services

ABOUT YOU

3-5 Years of experience in the following:

• Working in software deployment, software customer success or technology-related consulting
• Working independently, prioritizing high-value tasks while identifying and overcoming hurdles within the workstream

Education

• Associate's/Bachelor’s degree or an equivalent combination of education, training and experience

Knowledge, Skills and Abilities

• Demonstrated ability to execute on assigned projects and helping to define the goal or outcome
• Makes recommendations for timely and zero-defect analysis; strong detail orientation
• Executes and improves work process independently, prioritizing high-value tasks while identifying and overcoming hurdles within the workstream
• Has skillset to communicate insights in a compelling way; collaborates with a manager, as needed, for high-priority clients/requests/initiatives
• Demonstrates effective communication skills with most levels of the organization