Services Specialist, ConsultingReporting to the Consulting Services Manager, the Consulting Services Specialist will deliver exceptional high-quality Consulting Technical and Advisory Services.
This role involves solving complex challenges, driving strategic outcomes that shape the evolution of consulting services offerings.
The Specialist will play a crucial role in understanding customer needs, providing expert guidance, and driving impactful outcomes that enhance customer satisfaction and retention.What you will do:Lead high-quality Consulting Technical, Advisory and Non-Billable Service engagements with high complexity, and a honed focus on quality and satisfaction.Implement tailored consulting solutions for complex challenges leveraging innovative approaches to deliver measurable outcomes.Collaborate with customers to align consulting solutions with their strategy goals.Work in partnership with Customer Success (CS) and Support teams to proactively resolve escalations, restore customer confidence, and drive improvements in engagement and retention.Build and maintain strong relationships with key customer accounts, acting as trusted advisor and the primary point of contact for consulting services.Contribute to the refinement, scaling, and enhancement of consulting services, sharing feedback and identifying opportunities for innovation and improvement.Own personal key performance metrics, such as customer satisfaction, quality, and resolution effectiveness, ensuring positive impact across customer accounts.Support knowledge sharing and thought leadership efforts by creating and maintaining knowledge articles, participating in upskilling initiatives, and contributing to the growth of the ILX digital community Knowledge base.Key metrics:Customer SatisfactionQualityResolution EffectivenessKnowledge InitiativesWhat you bring:Proven experience in consulting, technical and advisory, or professional services, with a track record of delivering high-quality engagements.Strong problem-solving skills, with the ability to analyze complex, enterprise-level customer challenges and deliver innovative solutions.A passion for customer satisfaction, demonstrated through effective relationship management and ensuring positive outcomes.Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and teams.A commitment to continuous improvement and innovation, with a proactive approach to identifying and implementing process enhancements.Experience in knowledge-sharing practices to support growth.The ability to deeply engage with customers, uncover their core needs, and address the real problems they aim to solve by tailoring solutions to desired outcomes.A consultative mindset that anticipates customer needs beyond initial requests, simplifies solutions.A dedication to customer success, demonstrated through clear, consistent communication and post-delivery check-ins to ensure problems are fully resolved.If you are passionate about delivering impactful consulting solutions, driving customer outcomes, and contributing to the evolution of consulting services, we encourage you to apply!
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