Training & Implementation Consultant; software

Position: Training & Implementation Consultant (software)
At Helm Operations, we build the software that keeps the world’s maritime operations moving. From tugboats in Vancouver Harbour to offshore service vessels in the North Sea, our customers run their businesses with Helm CONNECT. And we don’t take that lightly.

We’ve grown from a small start-up on Canada’s west coast into a global leader serving many of the world’s largest maritime companies. Our mission is simple: deliver software that connects the marine industry like no other technology company.

But world-class software doesn’t happen by accident, it takes tough teams, ownership, and deep care for customers. That’s The Helm Way.

Now, we’re looking for a dynamic and detail-oriented Implementation Consultant to join our innovative team.

In this pivotal role, your primary responsibilities include coordinating and facilitating the implementation of our Helm CONNECT software solution in our new flagship customer, Boluda Towage.

Responsibilities include delivering high-quality customer service through extensive software troubleshooting remotely and in person, providing technical leadership, training, complex problem resolution, and collaborating with other departments and clients to successfully achieve the implementation objectives.

As a consultant, you will also be expected to provide consultation and best practices to our customers, helping them to improve and grow operational performance.
For this project, we are hiring one native Italian speaker to deliver a complex project with Boluda/MSC’s Italy and Malta division. Candidates must also demonstrate business-level fluency in English.

In this position you will join a growing team to learn new skills, technologies, products and processes, and share this knowledge for the betterment of the team.

Your Responsibilities & Key Tasks
Work with Helm project managers to develop and execute implementation plans.
Perform project implementation tasks as defined in either the project schedule or per a packaged implementation approach, ensuring that all project deliverables have been completed with quality, and the customer is satisfied with the outcome.
Clearly understand and document requirements and design solutions to be achieved through configuration of the Helm products.
Configure systems and data to satisfy the client’s business processes.
Conduct formal training for our clients and business partners.
Discover additional product or training needs our customers may have.
Capture and clearly communicate requirements for custom development requests.
Record each contact with our customers accurately and in a clear, concise, and understandable format.
Become an expert in our industry verticals and possess the ability to consult with our customers to improve their processes and their business performance.
Provide outstanding product support for our customers and business partners.
Keep the Helm team up-to-date on project status, challenges, risks and opportunities.
Enter all billable and non-billable time accurately on a daily basis.
Document any files, materials, FAQ’s Help Files etc, and ensure they are formatted with Helm’s brand standards.
Perform quality assurance (QA) related to requirements identified during solution design.

Success Factors
Become an expert on our customers in the workboat industry and their sub verticals as quickly as possible.
Gain certification in all of our product lines in the first 3 months. (Maintenance, Compliance, Logistics, Personnel)
Ramp up quickly with a large, complex customer, taking full ownership over the implementation within the first 3 months.
Work to strict schedules and project milestones while maintaining quality of delivery of product or services.
Highly organized and able to manage multiple projects and respond to shifting priorities.
Aptitude to gather information, diagnose and analyze a variety of technical and non-technical issues.
Maximize billable utilization percentage.
Maintain a high level of customer satisfaction – metrics generated from customer satisfaction surveys.
Achieve customer-defined success criteria in leading the customer to value as quickly as possible.
Strive to outperform the quarterly and annual KPIs.

Your…