Company Overview:
Hudson MX is a fast-growing, well-funded, enterprise software company serving the world’s leading media agencies. We are innovating an industry that is hungry for change, with the largest media agencies in the world already using our tools to enhance their media buying workflow. As we’ve grown to a global team of 400+, we are seeing rapid industry-wide adoption of our solutions and experiencing significant revenue growth. To build on our market success and add the most innovative and valuable features to our platform, we’re adding key team members to our dual headquarters in New York and Atlanta, with remote possibilities for select roles and locations. We hire for awesome. Come be a part of our growing team!
Job Overview:
The Solutions Consultant is responsible for the solution design and overall success of the client program workstreams, supported by the Program Lead. This is a client centric role which also requires extensive product knowledge. This role will provide outstanding customer experience through product knowledge, empathy, and critical thinking.
Primary Focus: the Solutions Consultant focus falls into two key roles of Workstream Lead and Business Analyst
Workstream lead: owns and manages the activities required to support the successful delivery of the workstream. Including the acceptance of released products and handover to clients for the UAT of the solution.
Business Analyst: runs the client requirements workshops, documents requirements - ensures approval and acceptance by the client and feeds into the product roadmap. Supports the testing approach of the requirements for each release.
Key Measures: Meet or exceed departmental goals for SLAs, Customer Satisfaction, UAT experience and acceptance.
Key Responsibilities:
- Deep understanding of the Product Suite and ability to demo and articulate the value of the proposition.
- Lead the client workstream activities, managing the activities to time and helping to understand the gaps between the client’s needs and the core product offerings.
- Strong collaboration and leadership skills with the ability to bring internal teams together in support of the client.
- Closely working with the Product Owners to influence the product roadmap and support client customisation needs.
- Support the client’s understanding of the HMX product offerings and identify where the changes are business process changes rather than product enhancements.
- Have a deep understanding of both clients needs and our offerings.
- Have an appreciation of our competitor products and approaches.
- Influence the product roadmap based on their client knowledge and experience.
- Perform other duties as assigned to meet the requirements of our business or our customers.
Skills and Competencies:
- Excellent interpersonal skills and written/verbal communication skills
- Excellent customer service orientation, balancing customer and company priorities
- Ability to quickly capture and effectively summarize information from customers
- Time management and prioritization skills
- Critical thinking skills in applying prioritization to problem tickets in a triage support environment
- Ability to synthesize and author customer-facing articles.
- Ability to manage conflict and work effectively with customers in high-pressure situations
- Results-driven and personally accountable
- Practice empathy and patience with clients
Experience Requirements:
- At least 3 years of experience in the media industry. Media Buying workflow or Media Finance knowledge/experience a plus.
- At least 3 years experience of client facing roles and/or internal client requirements and gap analysis.
Preferred Experience:
- Bachelor’s degree in business, technology, or communications.
- Experience with Zendesk, Freshdesk, or other cloud-based support ops system a plus
- Customer Service and Soft Skills training
Compensation/Benefits:
- Competitive salary
- Company-paid healthcare coverage (99%) - medical, vision, dental - for individuals & their families
- Unlimited PTO and flexible work-from-home policies
- Generous paid parental leave and 401K
- Company-paid commuting benefits
- Employer-sponsored opportunities for learning, growth, and certification
- Challenging work designed to leverage, and rapidly expand, your skill set
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Equal Opportunity Employer/Veterans/Disabled
