Atlanta, Georgia

Company Description

About Us:

We are a secure e-invoicing platform that brings businesses and their suppliers closer together with unique technology that revolutionises invoice processing, maximises efficiency and improves cashflow management. The Tungsten Network also provides users with real-time spend analysis through analytics, and offers access to Early Payment, a form of alternative finance for businesses.

We are now seeking to recruit a Head of Technical Consultancy to lead a team of talented Technical Consultants.

Position

Key Responsibilities:

• Day to day management of Technical consultants, including objective sessions, formal 6 monthly reviews and regular project/customer reviews
• Manage the continuous improvement and training of the team of technical consultants
• Knowledge of Tungsten Network products and services
• Professional Services consultancy skills
• Understanding and application of the Professional Services methodology
• Support the continuous improvement of the technical delivery approach for the Tungsten Network customer projects
• Ensure that Tungsten Network technical best practices are applied to all customers implementation projects
• Develop and enhance existing processes to enable the delivery of new products and services
• Establish and Maintain the process for providing quotations, ensuring requests are completed efficiently and reasonably
• Manage a small portfolio of customer implementations -
• Lead customer meetings and work with the customer’s project team to drive out requirements and design sustainable solutions
• Lead the customer through testing the solution built
• Provide regular updates on the status of technical progress within the project structure
• Ensure that all projects are run in line with the Professional Services Methodology, and meet ISAE 3402 audit standards

Requirements

Experience and Knowledge:

• Experience presenting and authoring on technical subjects to both technical and non-technical audiences, at all levels of an organization
• Customer facing experience, including experience dealing with large customer organizations
• Able to lead several parallel customer assignments
• Excellent technical problem solving skills
• Full lifecycle project experience
• Strong requirement elicitation skills
• Ability to take a proactive approach to customer engagements
• Familiarity with Procure-to-Pay/Accounts Payable environments
• Preferred: PRINCE2/PMP certification
• Must be able to understand requirements from business SME and be able to translate into technical requirements

Education:

• Bachelor’s degree or higher in one of the following subjects -

- Computer science

- Mathematics

- Finance

Systems Knowledge:

• Familiarity with AP functions of popular ERPs such as SAP and Oracle
• Knowledge of network connectivity protocols such as SFTP and AS2
• Preferred - Basic SQL knowledge
• Preferred : understanding of different file types such as XML, IDOC

Company Description

Company Description

About Us:

Tungsten Network is a secure business transaction network that brings businesses and their suppliers closer together with unique technology that revolutionises invoice processing maximises efficiency and improves cash flow. Delivering the foundation for world-class invoicing processing, the network also provides users with real-time spend analysis and offers suppliers access to invoice financing through Tungsten Network Finance, a form of alternative finance for businesses.

Position

Essential Duties and Responsibilities

• Primary point of contact for the customer after go-live, serving as the customer’s service delivery expert, ensuring that profile set up is congruent with customer defined project and business process goals
• Build and/or maintain customer relationships at an operational level to ensure delivery to contract
• Work with Client Director to drive periodic business reviews
• Monitor operational performance against key KPI’s to ensure all services are delivered and supported within the parameters set out in the contract
• Ensure the customer facing and internal documentation is kept up to date
• Act as escalation point should the customer not be satisfied with any operational aspect of the Tungsten Network service, coordinating resources as required to restore the customer’s satisfaction level. The escalation should be discussed with your immediate line manager who will use whatever resources they can to assist with the escalation including the subsequent use of the Client Director.
• Manage Severity 2 and Severity 3 customer incidents working with internal teams to ensure a timely resolution and keep the customer up to date on the progress
• Work closely with Supplier Sales and Implementation as well as Marketing to maximise customer transaction volumes
• Input into and rollout supplier onboarding best practices to support securing high quality releases
• Work closely with Client Director to drive opportunities for future campaign releases
• Input into continuous improvement of the service delivered to the specific account
• Provide ongoing education and training to existing and new customer contacts on how the service operates to make best use of the network
• Provide listening opportunities to customers and document gained competitive information
• Feedback suggested product enhancements and new countries to Product Management
• Work closely with the appointed Client Director to meet and exceed customer’s expectations
• Support the Client Director to ensure the customer is aware of opportunities for expansion of Tungsten Network within their business
• Highlight to the Client Director and management issues and obstacles which prohibit the customer becoming a ‘reference’ account for potential new customers; assist in the remediation of those issues & obstacles

Requirements

Education

Essential

• A levels, Degree, Baccalaureate, etc.

Desirable

• Relevant qualification to underpin work experience

Experience

Essential

• Working in a customer service/relations environment
• Ideally external customer focused and project/account management experience
• Broad understanding of P2P
• Exposure to a SAAS or Software company
• Exposure to Project Management
• Proven track record of providing excellent customer service and experience of managing key customer relationships within a service delivery type role

Personal Attributes

• Customer/service focused
• Results oriented
• Creative with pro-active approach
• Resilient: able to work under pressure
• Proven aptitude for learning in a fast-paced environment
• Logical and methodical approach to achieving tasks and objectives
• Good communicator with strong time management and prioritisation skills
• Determined (will do attitude); Positive (can do approach)
• Maturity and confidence to communicate with Senior Management and Customers