Senior Services Consultant

Delivery Services

At Rival, we’re transforming how companies hire, onboard, and grow talent by making HR processes smarter, faster, and more agile. We enable organizations to find the best talent, launch them quickly and develop them for the long haul, to accelerate workforce productivity.

We are seeking a Senior Services Consultant who provides technical and advisory services to customers during implementations, as well as across assigned recurring managed services agreements and projects. This role independently leads small-to-mid-scope customer implementations from end to end.

Your Contributions to Rival will include:

• Configuring, building, setting up all features and functions for software implementations, translating business requirements into system requirements.
• Documenting relevant customer and project information, system changes, and project hours worked in CRM system; providing detailed reports of work completed to customers on a regular basis.
• Acting as primary operational Services team contact on assigned implementation and managed services accounts; identifying customer need for optimization, facilitating solution expansion and supporting operational needs of account.
• Troubleshooting technical problems; investigating and collaborating with engineers to diagnose problems and take corrective actions for customers and ensuring timely follow-up with customers.
• Performing system administration for assigned managed service agreements and projects; maintaining, editing and updating all functions in given software platforms.
• Developing trusted customer relationships vital to the success of the project and/or account, maintaining an understanding of customer goals and challenges and acting as customer advocate with internal teams to ensure customer needs are understood and met.
• Collaborating with Sales on transition from the sales cycle to the implementation/delivery experience and customer communication strategy.
• Managing assigned customer implementation projects including project plan, resource management, communications, success metrics, and project to contract scope - milestones/timing, budget, changes to scope, and reporting on such data.
• Overseeing transition of implementation projects to Support team and ensuring customers are fully prepared to use the system independently within specified time frame.
• Managing customer communication strategy with internal teams for assigned managed services accounts; proactively keeping customers informed on product updates and company initiatives.
• Encouraging customer feedback to help drive the development of Rival products and services; communicating customer feedback to internal product teams.

Required Skills

• Demonstrated passion for customer service with a strong emphasis on customer satisfaction.
• Ability to work both independently and in a team-oriented, collaborative environment; capable of leading implementations independently, without reliance on a project manager.
• Ability to manage customer expectations and deliver world-class customer service in a high-pressure environment.
• Strong organizational and project management skills with the ability to prioritize and meet strict deadlines.
• Detail-oriented with excellent analytical and problem resolution abilities.
• Well versed in all aspects of system implementation, including but not limited to system UI configuration, user set-up, user permissions, category assignments, eform maintenance, and portal maintenance.
• Obtains and maintains relevant Rival product certification(s), demonstrating thorough knowledge and expertise of all system administration functions for the given product solutions.
• Comfortable making tradeoffs and decisions in real time to keep delivery of Rival services moving forward.
• Proficient with computer software and MS Office applications, including Word, PowerPoint, Excel.

Required Experience

• Bachelor’s Degree or equivalent work experience is required.
• 5+ years of SaaS system administration and implementation expertise is required; Human Resources systems implementation experience is preferred.
• Functional Human Resources knowledge is required; SHRM-CP, SHRM SCP, or other HR-related certification is preferred.
• Extensive project management experience is required.
• Experience with globalization and localization of web applications is preferred.
• French, Spanish or other foreign language proficiency is a plus.

This is a salaried, exempt position with a range of $90,000 - $115,000 annually, in accordance with experience and qualifications. In addition to salary, we provide a comprehensive benefits package including health benefits, wellness programs, 401(k) plan with company match, flexible PTO and many other perks. A full benefits overview is available upon request. Rival complies with all applicable labor laws and promotes pay equity across our organization.