Senior Specialist, Customer Success - NGSS ASTER

Applications must be submitted in English to be considered.

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’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. 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

As a Sr. Specialist within the Aster Customer Success Delivery team, you will sit within the Next Generation Software Solutions (NGSS) team and hold direct accountability for the deployment and ongoing success of Aster across an assigned set of case teams and clients. At this level, you are expected to operate independently, owning the deployment lifecycle for your cases, communicating proactively with your stakeholders, and delivering outcomes that go beyond initial setup and configuration.

The Sr. Specialist is the primary point of contact for every case they own. You onboard and train the teams using Aster, guide them through their work, share best demonstrated practices where they apply, and stay engaged until the case team has something they can act on. Turning the tool on is not the finish line. Client adoption and meaningful output are.

The Aster Customer Success team works in close partnership with the Aster product team. As someone operating directly with case teams and client’s day to day, you are positioned to surface what is working, what is not, and what users need. Feeding that back into how Aster continues to develop is a valued and expected part of this role.

At full potential, the Sr. Specialist in this role is recognized across NGSS and the broader case team community as a credible, dependable Aster resource. Someone who shows up prepared, drives their deployments to completion, and consistently helps case teams get real value out of the tool. 

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

• Professional proficiency with written and verbal English communication
• Independently prioritizes key tasks and makes recommendations to the supervisor and team on potential approaches to solve problems
• Takes ownership of work and exhibits an “at cause” approach even in difficult situations; manages deliverables to achieve impact and results with oversight from supervisor
• 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