Application Consultant

Matthews International; Cleckheaton; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking an Application Consultant to enhance customer satisfaction through tailored solutions. This role involves managing customer relationships, ensuring seamless implementation of services, and promoting additional offerings to optimize customer processes. The ideal candidate will thrive in a collaborative environment, focusing on customer-centered solutions and effective communication. Join a forward-thinking company that values innovation and customer success, where your contributions will directly impact the growth and satisfaction of clients.

Qualifications

• Experience in managing customer relationships and ensuring satisfaction.
• Ability to deliver tailored solutions and coordinate project implementations.

Responsibilities

• Develop and deliver customized concepts based on customer requirements.
• Collaborate with internal teams for seamless implementation of solutions.
• Maintain proactive communication and manage customer expectations.

Skills

Customer Relationship Management

Project Coordination

Customer Communication

Implementation Support

Sales Promotion

Education

Bachelor's Degree

Relevant Certifications

Job description

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SGK is a global packaging and brand experience company. From idea to implementation, we deliver packaging solutions and brand experiences that give brands the freedom to speak louder, scale faster and grow stronger. We simplify marketing and amplify brands to deliver value. SGK is a Matthews International company.

As the primary contact for the customer, theApplication Consultantis responsible for managing and nurturing the entire customer relationship. The main measure of success in this role iscustomer satisfaction, achieved through delivering tailored solutions that enhance the customer’s workflow — from initial product idea to market launch.

JOB RESPONSIBILITIES

• Customer-Centered Solutions:
  Develop and deliver customized concepts based on customer requirements that align with WAVE’s capabilities. Ensure that customer expectations are transparent, achievable, and supported by effective processes within WAVE.
• Implementation Support:
  Collaborate closely with the customer and internal configuration teams to ensure a seamless and customer-focused implementation of WAVE, ideally requiring little to no custom programming.
• Process Integration:
  Lead the implementation to a point where all key stakeholders fully adopt WAVE as part of their daily routine. Confirm final acceptance from the customer within three months of go-live.
• Sales and Service Expansion:
  Share responsibility for sales with the Sales team. Promote and sell extended services (e.g., training, enhancements) that deliver additional value and support customer process optimization.
• Customer Communication:
  Maintain proactive, solution-oriented communication, especially during conflicts or technical issues. Support the technical team by managing customer updates and expectations.
• Project Coordination:
  Coordinate design approvals, produce reliable user stories, and prepare suitable proposals. Assist in contract negotiations alongside 5Flow management and deliver basic user training when needed.
• Quality Assurance:
  Monitor and analyse project scope and deliverables. Identify and flag deviations early and collaborate with internal teams or the customer to resolve them.
• Customer Retention:
  Maintain strong, long-term relationships by consistently managing expectations and ensuring continuous information flow between the customer and internal teams.

PERFORMANCE INDICATORS

• Successful implementation and customer adoption of WAVE
• Timely system acceptance from customer (within 3 months post go-live)
• Growth in extended service sales
• Positive customer feedback and sustained satisfaction
• Effective resolution and communication during issues or escalations

ADDITIONAL INFORMATION

This job description is intended as a general guide and will be reviewed annually to reflect market changes and company developments.

ASkill Matrixis available for this role to help identify training needs and development goals.

The Application Consultant operates with autonomy but collaborates closely with configuration and support teams.

For clarification or further support, the employee should contact their designated manager.

Matthews International endeavors to make our employment website and application process accessible to all users and applicants. In doing so, Matthews International provides reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our Human Resource Team.

At Matthews International, what makes us different is what makes us great. We are proud to be an equal opportunity workplace. All employment is decided on the basis of qualifications, merit, and business need.