JOB SUMMARY:
A Principal Consultant, Client Services at Argano plays a crucial role in shaping the direction of the Client Services team. They are responsible for managing and enhancing relationships with mid- to large-size clients to ensure satisfaction, retention, and continued business with the company. They provide advanced technical support and configuration when requested, and act as the bridge between the client and Argano, ensuring client needs are understood and met. This position involves setting strategic goals, leading mid- to large-size client initiatives, and providing expert guidance to both clients and internal teams.
If you know how to turn a client relationship into a long-term partnership — and you're ready to lead Oracle Cloud HCM strategy at the principal level — this is where that expertise belongs!
RESPONSIBILITIES:
- Maintain regular communication with mid- to large-size clients to understand their needs, concerns, and feedback; respond promptly to inquiries and resolve issues in a timely manner.
- Align existing client practices and procedures with validated HCM Cloud methods to solve client needs and challenges.
- Troubleshoot issues.
- Propose best-practice solutions to resolve challenges.
- Identify business requirements and map them to Oracle Cloud functionality.
- Identify functionality gaps and develop solutions through process or design changes.
- Configure Oracle Cloud to meet client requirements and document application setups.
- Analyze and resolve functionality issues while proactively identifying long-term solutions.
- Lead and present to clients and internal teams.
- Advise clients on options, risks, and impacts to other processes and/or systems.
- Manage scope and client expectations on individual assignments and in day-to-day activities.
- Lead and support clients with the execution of test scripts.
- Participate in internal forums for training, teamwork, issue resolution, and innovative design.
- Provide knowledge transfer to clients.
- Create specification documents for technical object development.
- Serve as a visionary leader in the Oracle Cloud space, driving innovative solutions around the product.
- Continuously implement and test advanced enhancements and new functionality.
- Manage and oversee client accounts, including contract renewals, upselling, and cross-selling products or services.
- Develop account plans to maximize value for both the client and Argano.
- Focus on maintenance, reconfiguration, and new functionality or modules.
- Ensure high levels of client satisfaction by delivering exceptional service and promptly addressing issues or complaints.
- Collaborate with clients to understand their business goals and objectives, providing strategic insights and recommendations to help them succeed through Argano's products and services.
- Work closely with internal sales, marketing, project managers, and other teams to align client needs with Argano’s offerings.
- Prepare and present regular reports to management and clients, outlining key performance metrics and the status of client accounts.
MINIMUM AND/OR PREFERRED QUALIFICATIONS:
EDUCATION:
- Bachelor's degree in a relevant field such as Business Administration, Marketing, Economics, Finance, or Engineering expected.
- MBA or other relevant advanced degree preferred.
EXPERIENCE:
- 5–10 years of Client Services experience or in a related field.
- Module-specific experience in one or more of the following: Talent Management, Time & Labor, Absence Management, Payroll, Core HR, or Compensation.
- Demonstrated understanding of business practice concepts within your module of expertise.
- Track record of building long-lasting client relationships.
- Experience with at least 3 full life-cycle Oracle HCM Cloud implementations.
- Ability to understand fundamental system design and purpose.
- Ability to engage effectively at the business and technical level.
- Strong written and verbal communication skills.
- Oracle certification in your module of expertise preferred.
- Experience with OTBI, HDL, HSDL, BIP, and FastFormula.
- Ability to manage and deliver projects, including planning and estimating.
- Proven ability to support sales as a Subject Matter Expert.
- Strong interpersonal skills.
- Knowledge of challenges commonly faced by client and support teams.
- Ability to work well autonomously and in a team environment.
- Ability to effectively manage priorities and multiple clients.
- Self-motivated and able to plan work effort and manage priorities.
- Experience leading and managing mid-size client projects independently.
- Experience providing complex solutions to clients.
- Extensive expertise across multiple technical domains and broad IT knowledge.
- Proven track record of successful project management and client satisfaction.
SKILL REQUIREMENTS
- Client Relationship Management: Ability to manage senior-level client relationships with a focus on high-value and strategic clients.
- Strategic Leadership: Providing visionary leadership in the development and execution of client strategies, often with a significant impact on the client's business.
- Business Development: Identifying and cultivating new business opportunities, including large-scale projects.
- Innovation: Ability to demonstrate innovation and creative problem-solving in client solutions.
- Advanced Data Analytics and Modeling: Capacity to create complex data models and simulations to support strategic decision-making.
- Client Retention: Able to maintain long-term client relationships, fostering client loyalty, and ensuring client satisfaction.
- Presentations: Proficiency in delivering high-impact presentations to executives and influencing their decision-making.
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