Senior Specialist, Solution Delivery (Product Implementation & Customer Success)

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 top ranked consulting firm on Glassdoor’s Best Places to Work list and have earned the #1 overall spot a record seven times. 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 is part of the broader Bain Technology Solutions Group and scales innovative software products from concept to enterprise-wide adoption. We discover, build, and support proprietary applications that amplify the firm’s most distinctive intellectual property, serving as the experts behind Bain’s technology-enabled consulting solutions.

You will support clients and case teams leveraging ASTER by Bain, our flagship organizational design platform and largest proprietary technology investment. As part of the ASTER team, you’ll collaborate closely with product managers, designers, engineers, and analytics experts to deliver a solution that enables clients to structure for growth - not just cost efficiency. 

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

This role follows a hybrid model, requiring in-office presence at least 2 days per week.