Technical & Care Consultant
Locations: Leiden area, Netherlands; Madrid, Spain
Time Type: Full time
Posted on: Posted Yesterday
Job Requisition ID: 2024-13561
About the Role
The Technical & Care Consultant drives customer value from product and supports SWIFT customers as they transition from sales prospects to active users of our products and solutions.
The role will aid clients in taking full advantage of products, influence product upgrades, manage and sustain relationships with customers to promote retention and loyalty.
He/she 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.
The role requires working hand in hand with other Services teams, Operations, and Customer Support as well as external partners.
The role allows high growth possibilities to evolve into other positions within SWIFT.
What to Expect Care Services Delivery:
- Coordinate for 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.
- Technical installation and assistance.
- Change implementation.
- Transfer of knowledge.
- 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.
- Ensure 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.
#J-18808-Ljbffr