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Field Implementation Expert - Team Lead (Consultant Agreement employment)

WAVE BL is looking for a motivated and seasoned Field Implementation Expert to join our Enterprise Customer Group. In this role, you will form and launch a critical new expert team whose target is to drive faster field-level adoption, optimal usage and successful implementation of our product among our main customer sites. You will focus on maximizing product value, leading change management, form relationships with customer operational teams, and striving to maximize their product adoption. You will report into the Head of Enterprise Customer Group.

The ideal candidate for this role should possess proven previous experience in similar roles, excellent product and people skills, project management, technical expertise and be a fluent and clear communicator, and be mindful to change management dynamics. You will travel at least 50% of the time, be able to manage your time and tasks very efficiently while working in a global matrix environment.

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What You’ll Do:

  • Forming and supervising a small team of field consultants in other regions. Conducting site visits in your region, monitoring visit schedules. Running field operations, offering product guidance, and troubleshooting on-site issues.
  • Develop and maintain a trusted advisory relationship with your customers, work with multiple levels of the customer organization (from operators to team leads to line managers and senior management).
  • Drive product implementation & adoption, ensure that the customers are leveraging Wave BL solution to achieve high and maximize business value. Mitigating risk, managing objections, understanding and managing change management dynamics.
  • Analyzing data, monitoring expenditure, and drafting progress reports. 
  • Identify potential upsell, cross-sell opportunities.
  • Manage customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues.
  • Be a voice of the customer, allow constant product feedback and advocate internally for customers needs. 
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Requirements and Skills:

  • Bachelor’s degree in a related field (e.g., Computer Science, Information Technology).
  • Customer-obsessive, with at least 2 tenures and 5-7 years of solid relevant field-related experience  (SaaS background preferred).
  • Excellent problem-solving skills backed by solid technical knowledge. Can pinpoint pains and obstacles and efficiently remove them to drive adoption.
  • Excellent project management and organizational abilities.
  • Team player able to effectively interact with multiple colleagues and business partners across the company.
  • Good business acumen and versatile mindset. 
  • Quick on your feet – Map, Research, Analyze, Record, and respond to data, analysis, and customer issues with accurate and agile solutions; Ability to work under pressure and complete tasks in a timely manner.
  • Excellent written and verbal communication / presentation skills in English (other languages – advantage).
  • Background from the Supply Chain/Trade Industry – Advantage.

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