Job Description:

Solution Consultant - Customer Expansion

Solutions Consultant, Customer Expansion is the product expert who works in direct partnership with the Account Manager throughout the customer life cycle to present solution-focused, technical, and functional product capabilities. This role will drive the system needs analysis process with Customers and handle all product demonstrations, communicating directly with C suite and Director level contacts as well as front line subject matter experts within the Customer organization. Individuals in this role will also work cross-functionally with other internal departments to ensure alignment with product and organizational objectives, and to assist Customers with material upgrade evaluations.

Responsibilities for the Solution Consultant - Customer Expansion
• Provide software or solution demonstrations to existing customers (on-site and off-site).
• Setup, configure, and maintain demonstration database(s).
• Conduct appropriate research and analysis on customer needs and state requirements to appropriately tailor product conversations and demonstrations.
• Consult with staff at all levels of the organization (C level, Director level and End User) to drive needs analysis and answer product-related questions, technical questions and process questions.
• Support the sales process through other marketing efforts (i.e., trade shows) as needed.
• Develop and regularly update demonstration materials (internal, external, and client-specific).
• Participate in customer user groups and product advisory boards as a technical expert and Product SME.
• Liaison with other internal departments (i.e., help desk, product, projects, quality assurance/testing, implementation services) as needed to ensure sales demo/implementation objectives are in current alignment with product evolution/customer needs.
• Map customer requirements to new features or upgrades to help identify gaps and new capabilities that will need to be addressed in the demonstration and implementation stages.

Knowledge, Skills, and Abilities of the Solution Consultant - Customer Expansion
• Excellent customer service and communication skills
• Dynamic and professional presentation skills
• Passion for technology with ability to quickly understand complex systems, configure system settings and workflows and solve technical issues
• Proficiency with creating presentation curriculum and corresponding materials
• Excellent interpersonal skills with ability to interact with diverse groups, handle difficult situations, and maintain professional presence throughout
• Enthusiastic, positive attitude with willingness to jump in where needed to help both internal and external customers and co-workers.
• Strong desire to learn and enhance technical, presentation, and communication skills while also mentoring peers to do the same
• Demonstrated ability to self-motivate and employ a strong work ethic along with good judgment and decision-making skills to effectively achieve objectives with minimal supervision
• Good organizational skills and detail orientation
• Flexibility in thinking, planning, and execution of sales presentations
• Proficiency in Office 365 or comparable productivity software, as well as Microsoft Project or equivalent project management tools.
• Ability to travel as needed including overnight
• Experience with Salesforce or other CRM systems

Qualifications of the Solution Consultant - Customer Focused
• Bachelor's Degree, preferably in a technical or behavioral health field. Equivalent additional years' work experience may be considered in lieu of degree.
• In lieu of systems consulting experience, 3+ years' combined experience in the following areas may be considered: highly technical healthcare software sales/account management role or EHR systems focused role (implementation/training/support/or product analysis, etc.)
• Behavioral healthcare industry experience (mental health, addictions, intellectual/developmental disabilities, social services)
• Hands on experience with EHR or EMR systems