Technical Consultant and Client Advocate
hace 1 día
About the Role
The Technical Consultant and Client Advocate drives customer value from product and supports SWIFT customers as they transition from sales prospects to active users of our products and solutions.
This role will aid clients in taking full advantage of products, influence product upgrades, manage and sustain relationships with customers to promote retention and loyalty.
The professional identifies and solves issues before they happen and proactively looks out for their customers' business, suggesting new and innovative ways to keep them succeeding with our products and solutions.
This role requires working hand in hand with other Services teams, Operations, and Customer Support as well as external partners.
Care Services Delivery:
Coordinate care services delivery as detailed in the Advanced Support and Care Services Catalogue.
Deliver technical assistance aligned with care deliverables:
- Assist clients with product upgrades, patches, and new releases.
- Document and resolve technical problems, escalating to higher support tiers when necessary.
- Perform technical installations and provide assistance.
- Transfer knowledge.
- Provide operational support during special events/time periods.
Product Implementation:
Organize product/new features demonstrations for customers, onboard and train (new) users.
Lead the implementation of Swift products, ensuring seamless integration with the client's existing systems.
Configure and customize Swift solutions to meet specific client requirements.
Aid in product design and product development.
Client Engagement:
Collaborate with clients to understand their technical requirements and business needs.
Provide expert advice and technical solutions tailored to the client's specifications.
Conduct regular meetings and updates with clients to ensure project alignment and satisfaction.
Develop and maintain a high-level view of the customer lifecycle to expand customer accounts, increase customer retention, solve customer issues, and drive customer satisfaction.
Training and Documentation:
Develop and deliver training sessions to clients on the use and maintenance of Swift products.
Create comprehensive documentation, including user manuals, technical guides, and FAQs.
E nsure all technical documentation is up-to-date and accessible to clients and team members.
Collaboration and Communication:
Work closely with cross-functional teams, including sales, marketing, and product development, to ensure client needs are met.
Communicate effectively with stakeholders to provide updates on project progress, risks, and issues.
Contribute to team knowledge sharing and continuous improvement initiatives.
We estimate the salary for this position to be around $80,000 - $120,000 per year, depending on experience and qualifications.
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