Professional Service Delivery Expert (Remote) at Service Management Group (SMG)

Service Management Group (SMG) is a leading experience management (XM) provider, accelerating revenue for restaurants, retailers, and other location-centric consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history rooted in The Service Profit Chain, SMG is the industry’s only software with a service (SwaS) provider - uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies.

We are recruiting to fill the position below:

Job Title: Professional Service Delivery Expert

Location: Remote
Employment Type: Full time

Job Description

• We are looking for a Professional Service Delivery Expert to join our team. Our Professional Service Delivery Experts will partner with customers by listening to their needs, developing a working knowledge of their goals, understanding their technical challenges and configurations to deliver an outstanding customer experience

As the Professional Service Delivery Expert, you will:

• Solve Problems: Assess the situation with accuracy and arrive at a positive solution. Consider a wide range of implications and their impact when solving problems.
• Foster Collaboration: Work with others to strengthen relationships and achieve goals
• Communicate Effectively: Leverage a broad range of communication styles to express a written or verbal message.  Flex communication style based on diverse audience needs
• Advance Work Processes: Evaluate current processes and procedures to identify opportunities for improvement. Propose and implement ways to gain efficiency and improve work quality

Your day to day work:

• Understands and executes deliverables essential to larger client initiatives
• Partners with customers by listening to their needs, developing a working knowledge of their goals, understanding their technical challenges and configurations to deliver an outstanding customer experience
• Manages the improvement of surveys, web-based reporting, and other data delivery solutions
• Develops advanced understanding of the SMG product suite, tools, and processes
• Drives efforts to elicit, analyze, specify, and validate the business needs of project stakeholders ensuring they remain aligned to broader corporate initiatives
• Plans and organizes multiple project initiatives in accordance with approved scope and schedule
• Collaborates with cross-functional teams to achieve product and process quality and efficiency
• Optimizes and presents process improvement suggestions and ideas to clients and project leadership
• Drives the creation and completion of thorough quality control test plans to ensure client deliverables are on time and accurate
• Ensures internal tools and processes are current and support optimal efficiency
• Remains current with industry best practices and trends providing recommendations or improvements as necessary
• Guides team members on SMG best practices and small to medium-scale projects
• Performs other related duties as assigned.

Requirements

• Bachelor's Degree or equivalent work experience required
• Minimum of 5+ years experience as a Business Analyst
• Intermediate knowledge and experience with APIs, Relational Databases and SQL-like query languages
• Intermediate knowledge and experience with troubleshooting and basic editing of HTML  
• Advanced knowledge and experience serving as primary technical contact/expert and leading discussions on enterprise-scale technical integrations  
• Proven experience with project management
• Excellent command of English

What we offer to our talent:

• This is a fully remote, permanent, full-time position. You can work from anywhere.
• Unlimited paid leave and 14 weeks of paid parental leave offered to all our associates globally.
• Ample opportunities to learn and grow.
• Diverse, experienced, and friendly team which will welcome you, support you and challenge you.
• We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.
• Ideal Candidate Location: This is a remote position. You can work from anywhere that allows a minimum of four hours of business working hours overlap with US Central time zone. .

Application Closing Date
Not Specified.