Senior Specialist, Solution Delivery, Aster

**_Applications must be submitted in English_**
**WHAT MAKES US A GREAT PLACE TO WORK**
We are proud to be consistently recognized as one of the world's best places to work, a champion of diversity and a model of social responsibility. We are currently #1 ranked consulting firm on Glassdoor's Best Places to Work list and have maintained a spot in the top four on Glassdoor's list for the last 13 years. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ and parents.
**WHO YOU'LL WORK WITH**
You will support clients and case teams working with our ASTER by Bain product. Aster is Bain's largest home-grown technology investment, used across 200+ deployments with an NPS of 70. As part of the Aster team, you'll work closely with product managers, designers, engineers, and analytics experts to deliver an organizational design tool that helps clients structure for growth, not just cost-cutting. You'll gain hands-on client experience, build critical problem-solving and communication skills, and play a key role in growing our new São Paulo hub and its culture.
**WHERE YOU'LL FIT WITHIN THE TEAM**
The Senior Specialist, Solution Delivery is accountable for supporting and advising case teams and clients on the deployment and ongoing usage of Bain software and tools that enable the Bain consulting Solution. You will own the management of deployments for assigned clients and support senior team members with more complex deployments or high-priority cases or clients. Additionally, you will act in an advisory capacity to case teams and clients on both product usage and ensure ongoing client success with the software or tool through ownership of Service Requests, Incidents, and Problems to deliver resolutions and continuous process improvement.
**WHAT YOU'LL DO**
**Project management and ongoing support (30%)**
- Support consulting team and clients with technical issues related to software implementation, including at the client site when required
- Support first-line user queries and delegate/escalate issues to other support staff, software product owners, or vendors as appropriate
**User training (25%)**
- Lead training of new users on usage of the software across the usage lifecycle - case team and clients (day-to-day users and potential for senior client leaders)
- Create, curate, and provide ongoing maintenance of software training curriculum, including structure, delivery methodology, materials, and other collateral (e.g., videos)
**Solution Advisory (10%)**
- With support and guidance from more senior team members, they will support requirements gathering, set-up, and configuration process of software coordinating working across client, case teams, Practices, NGSS, and other internal groups where necessary
**Product Operations (10%)**
- Collect, aggregate, and synthesize user feedback to support the Product Manager in developing and prioritizing software enhancements and roadmap
- Work closely with the product team to triage/support client-specific enhancements, advocating for clients within the product team and managing client expectations/communication
**Software product awareness (10%)**
- Participate in the creation of marketing videos and collateral for internal marketing as well as client proposals
- Provides new/pipeline case teams with relevant examples from previous users (e.g., dashboard screenshots, training materials, executive presentations)
**Team operations (10%)**
- Contribute to initiatives intended to improve overall performance and value delivery
**Service improvement (5%)**
- Work with Product Manager and Product Operations Manager to design and implement new services
- Assist in the development of tooling, processes, and documentation to improve support services
**ABOUT YOU**
**3-5 Years of experience in the following**:
- Working in software deployment, software customer success or technology-related consulting
- Working independently, prioritizing high-value tasks while identifying and overcoming hurdles within the workstream
**Education**
- Associate's/Bachelor's degree or an equivalent combination of education, training and experience
**Knowledge, Skills and Abilities**
- Demonstrated ability to execute on assigned projects and helping to define the goal or outcome
- Makes recommendations for timely and zero-defect analysis; strong detail orientation
- Executes and improves work process independently, prioritizing high-value tasks while identifying and overcoming hurdles within the workstream
- Has skillset to communicate insights in a compe

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