Implementation Consultant - Aftersales

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation by creating innovative technology that enhances the selling and buying experience for our customers.

We use cutting-edge technology to link our clients' systems, departments, and sites. We provide an open technology platform that's shaping the industry for the future. We use data to help clients become more efficient, increase profitability, and deliver amazing experiences to their customers.

Purpose of the Role:

• Act as a source of expertise internally and for Keyloop Customers in the respective region. Develop, evolve, and retain knowledge to address the delivery requirements for associated products like DMS, Manufacturer Systems (MS), Country Specifics (CS), Layered Applications, Keyloop acquired products, and partner applications. Ensure that both external (Keyloop customer) and internal project activities as assigned by Project Managers, Project Lead, and Lead Consultant are deployed to quality and time-management expectations set forth by the signed order and within legal frameworks.
• Engage with customers remotely and onsite (alongside other Keyloop teams and functions) - ensuring accurate discovery, documentation, configuration, training, and post-go-live support in line with Keyloop deployment methodology Surestart.
• Attend product reviews to ensure ongoing skills development through methods such as the maintenance and formalization of knowledge management (collateral/artefacts/testing docs) to meet current and expected business needs and outcomes.

Role Responsibilities:

• Embed and maintain a continuously evolving standard blueprint for the delivery of the products.
• Embed product specifics and processes to ensure continuous readiness of product knowledge to deliver optimally on projects.
• Attend product reviews to ensure product alignment to the blueprint and required skills to deploy the product.
• Provide feedback to product on field data/findings/situations.

Results Accountability:

• Embed high standards of performance in delivering results.
• Identify product delivery problem areas and work to resolve them.
• Effectively balance priorities to achieve collective business results.
• Support Lead Consultant in making informed decisions based on facts and 360 perspectives.

Communication:

• Clear communication and knowledge sharing with internal and external parties.
• Demonstrate a flexible communication style for all internal and external parties.
• Collaborate as an effective team player within and across departments.
• Conduct/attend cross-link sessions with other teams.
• Leverage formal and informal networks to accomplish objectives.
• Utilize external factors to drive growth.

Client Focus:

• Actively seek and apply information about client needs to internal stakeholders.
• Suggest processes and procedures improvements to enhance customer experience.
• Assist peers and Project Manager/Project Lead in escalations/technical discussions.

Outside-In Perspective:

• Stay informed on external factors and trends.
• Welcome insights and networks of new associates joining Keyloop.
• Adjust work style to adapt to different cultures and expectations.
• Bias for growth.
• Willing to take an unpopular stand to challenge the status quo.
• Use logic and data to improve performance.
• Embrace changes and act as a catalyst for change.

Key Performance Indicators:

• Successful delivery of projects - on budget and time with quality.
• Completing 95% of assignments within the set time frame.
• Rework to be less than 4%.
• Commercial and operational effectiveness - Billable and Productive utilization 80%.
• Demonstrable internal and customer satisfaction, monitored via regular CSI/feedback.
• Frequent and formalized business engagement and recommendations to drive greater adoption of Professional Services.
• Provide ideas that reduce time to install/drive efficiencies for Professional Services.
• Lead and drive operational excellence (through SureStart and interaction with peers and team members).
• Product knowledge through Certifications.
• Time sheets updated weekly.

Skills / Knowledge & Experience:

• Must have experience and proven track record in Finance, CRM, Technical or ERP deployments in Consultancy and/or SME roles.
• Relevant business background and a proven track record in acting as a key point of contact/SME in product delivery.
• Must have the proven ability to define and maintain standard end-to-end business processes for optimal delivery of software and in working with other teams to support customers.
• Must be process-driven with a track record of successfully handling considerable change and the ability to work under pressure.
• Commercially astute with good business acumen and strong analytical skills.
• Knowledge of the Automotive industry (desirable, not essential).
• Ability to advise, persuade, and influence people in a professional and effective manner.
• Must demonstrate outstanding verbal and written communication skills.
• Open to challenges and striving for continuous improvement, motivating and engaged in the role.
• A team player who is influential and builds good working relationships across teams.
• Flexibility, integrity, and problem-solving skills are prerequisites to be successful in this role.

Why Join Us:

We're on a journey to become market leaders in our space and with that comes incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes, and explore different paths. Join Keyloop and progress your career, your way.

An Inclusive Environment to Thrive:

We're committed to fostering an inclusive work environment, respecting all dimensions of diversity. We promote an inclusive culture within our business and celebrate different employees and lifestyles every day.

Be Rewarded for Your Efforts:

We believe people should be paid based on their performance, so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities that enable them to grow their career through investment in their development, while working in a culture that fosters support and collaboration.