IBM Product Consultant in ATLANTA, Georgia
The Product Consultant is responsible for delivering and providing guidance on Watson Marketing packaged services and programs. In this capacity, they will serve as a trusted consultant to help instill product confidence, adoption and utilization. The role requires a technically proficient Consultant who is resourceful, confident under pressure, and has demonstrated skill in both product knowledge transfer and product problem resolution.
The Product Consultant engages with a wide-range of clients, but typically focuses on unique initiatives pertaining to marketing technology implementation and adoption. A Product Consultant (Level 3) advises clients on successful advanced strategic product adoption and utilization. The bulk of their work will leverage proven methodologies, best practices and knowledge sharing while incorporating risk mitigation strategies into every project phase. Lastly, they are responsible for delivering services and documentation that exceed customer expectations. The Product Consultant will deliver some packaged strategic solutions, but most of the time will be asked to identify and delivery on custom needs and solutions. They frequently lead and mentor a team of Consultants who will deliver various service products and act as a program manager for the delivery of those services.
The role is responsible for delivering product implementations, integrations and consulting activities that require:
Deep technical understanding of Watson Marketing technologies and touch-points with 3 rd party software solutions (e.g., CRM, WEB analytics, etc.) to architect optimal and future-proof solutions.
Strong consulting skills to distill complex business requirements down to the essential project/technical requirements while providing advisory guidance throughout the process.
Experienced and proven team management skills to orchestrate activities across internal and external organizational units to drive time to market and high-quality results.
ESSESSENTIAL DUTIES AND RESPONSIBILITIES:
Must be technically proficient in Watson Marketing’s product and API suite and integrations with partner products.
Must pass basic certification within 30 days of hire and professional certification within 60 days of hire.
Able to deliver high quality, value-add engagements around Watson Marketing’s solution areas and features in diverse client environments with quantifiable ROI.
Able to deliver on their own consulting work and manage a customer portfolio of projects.
Able to mentor, train and grow other product consultants who deliver custom engagements (scoped consultant hours).
Able to guide customers through custom complex implementation efforts of Watson Marketing solutions for new clients and expanding business initiatives.
Able to effectively manage multiple large-scale delivery efforts simultaneously
Proactively provides strategic continuous improvements to consulting methodologies and SOPs and ensures improvements are well documented and communicated to the team.
Develops and executes detailed program and project plans which include requirements definition, scoping, design, resource plans, schedules, dependency management, issue/risk management, project reporting/tracking and client communications and task dependencies. Further this role will track and report on project and deliverable status and manage variances; prepare weekly project status reports, and other project communications and/or presentations as needed. Identify, escalate and resolve project issues, problems, and changes in scope. Ensures all project deliverables are completed on time, within budget, and with the highest level of quality.
Prepares and reports on portfolio of deliverables to both internal and external stakeholders (oral and written) at a various management levels but mostly to C-Level leaders.
Lead in troubleshooting product issue resolution which includes problem determination, issues resolution/plan and client communications.
Develops an advanced strategic understanding of the Watson Marketing product family and Services methodologies to apply within customer engagements.
Provides leadership and consultative direction for Watson Marketing products and services that will improve the efficiency and effectiveness of a client’s digital marketing campaigns and streamline operations to ensure best-fit for Watson Marketing product and services.
Provide consultative advice and direction to onboarding new clients.
Provide consultative advice and direction on marketing campaign’s best practices.
Proficient knowledge of Industry verticals and key subject matters including cutting edge best practices / formally own vertical and/or subject matter SME responsibilities for PS
Own the RFP process for product consulting work across any customer engagement.
Defines and documents engagement scope, deliverables and pricing within a Statement of Work (SOW).
Collaborate with sales on new or existing opportunities; able to own re-negotiations as needed by sales.
Up-sells and cross-sells services and identifies areas where custom solutions may be appropriate.
Ensures project alignment with Watson Marketing’s Services standards and processes.
Promotes knowledge sharing and acts as a mentor throughout the Services team.
Adheres to target billable and client utilization targets as communicated by management.
Create post mortem reports defining engagement finding and analysis work.
Required Technical and Professional Expertise
Minimum of seven (7) years of professional services experience in software implementation and technical consulting and large-scale project management within a similar SaaS organization.
Minimum of seven (7) years of experience in similar role at a marketing, agency or services company.
Minimum of seven (7) years of experience with marketing automation technologies, including email marketing.
Minimum of seven (7) years of experience with web-based applications.
Minimum of five (5) years of experience in Project Management supporting large accounts, preferably in the Professional Services group of a software product or consulting company
Minimum of five (5) years in digital marketing product consulting capacity
Preferred Tech and Prof Experience
Minimum of five (5) years of experience with interactive marketing channels (email, RSS, SEM, social, micro sites)
Ability to gather business requirements and assimilate that information into Project Specifications or Statements of Work that further drive business strategy and needs.
Strong communication (written & verbal), organizational, interpersonal, problem solving, negotiation, multi-tasking, and follow through skills.
Proven track record in risk management, escalation and scoping procedures.
Strong leadership within team and cross function. Leads team discussions and champions internal improvement initiatives.
Experience with social/local applications a big plus.
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.