Senior Implementation Consultant

Job Description

SilkRoad Technology is the world's leader in strategic onboarding for global workforce readiness and transformation. We help organizations prepare their people for change by designing intentional, personalized journeys to increase retention and maximize agility throughout their careers. SilkRoad combines our leading strategic onboarding capabilities with world-class consulting services to deliver highly scalable, personalized experiences that engage employees and drive long-term business performance such as productivity, profitability, growth and agility.

Our Global Client Services Team is seeking an experienced a Senior Implementation Consultant to provide technical and advisory services to clients during implementation, and for assigned recurring managed services agreements and projects.

Your contributions to SilkRoad will include:

  • Configuring, building and setting up all features and functions for software implementations, translating business requirements into system requirements.
  • Performing system administration; maintaining, editing, updating and administering all functions in given software platforms.
  • Documenting all relevant client and project information, system changes, and project hours worked in SilkRoad CRM system; providing detailed reports of work completed to clients on a regular basis.
  • Acting as primary operational Services team contact on assigned implementation and managed services accounts; identifying client need for optimizations, facilitates solution expansion and supports operational needs of account.
  • Troubleshooting technical problems; investigating and collaborating with development engineers to diagnose problems and take corrective actions for clients and ensures timely follow-up with clients.
  • Developing trusted client relationships vital to the success of the project and/or account, maintaining an understanding of client business goals and challenges and acting as client advocate with internal teams to ensure client needs are understood and met.
  • Collaborating with Sales on transition from the sales cycle to the implementation/delivery experience and on client communication strategy.
  • Managing assigned client implementation projects that do not have an assigned Program Manager, including resource management, project plan, communications, success metrics, and managing project to contract scope - milestones/timing, budget, changes to scope, and reporting on such data on regular basis.
  • Overseeing transition of implementation projects to Support team and ensures clients are fully prepared to use the system independently within specified time frame.
  • Managing client communication strategy with internal teams for assigned managed services accounts; proactively keeping clients informed on product updates and SilkRoad initiatives.
  • Encouraging client feedback to help drive the development of SilkRoad products and services; communicates client feedback to internal product teams.
Required Skills
  • Demonstrated passion for client service with a strong emphasis on client satisfaction.
  • Ability to work both independently and in a team-oriented, collaborative environment.
  • Ability to manage client expectations and deliver world-class client 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 SilkRoad product certification(s), demonstrating thorough knowledge and expertise of all system administration functions for the given product solutions.
  • Proficient with computer software and MS Office applications, including Word, PowerPoint and Excel.
Required Experience
  • Bachelor's Degree or equivalent work experience is required.
  • Minimum of 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.
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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • SqlLanguages
    • SalesforceCRM

Location

We're located at Wacker & Monroe on the Chicago River, steps away from Union Station. The plaza is a great place to enjoy summer sun and food trucks!

An Insider's view of SilkRoad Technology

What are some social events your company does?

We hold social events in the office often at SilkRoad. We have an awesome culture here, so we often have social events to celebrate birthdays, weddings, baby showers, etc. of employees in our Chicago office. We also always have social events when remote employees are in the Chicago office. For example, the other week we had a “game day” at the end

Courtney

Manager, Client Renewals

How do you collaborate with other teams in the company?

My role is to actively work with client company executive sponsors and their subject matter experts and to also play a unique role internally within SilkRoad. I collaborate internally with marketing, sales, services, product management & development to bring forth the client’s voice, industry knowledge/trends, best-practices, & thought leadership.

Mimi

Sr. Director, Strategy & Transformation

How has your career grown since starting at the company?

I transitioned from an SDR to a Client Executive, where the opportunities for growth are endless. During weekly meetings with Bob Dvorak (CEO) we strategize on my Fortune 500 accounts, discuss company direction and laugh about off topic discussions. I am grateful to have the CEO’s ear and be in an enterprise closing situation early in my career.

Sheffield

Client Executive

What are SilkRoad Technology Perks + Benefits

SilkRoad Technology Benefits Overview

We complement an environment that fosters success and fun, with a full range of benefits and perks to meet the needs of you and your family. SilkRoad aims to provide peace of mind when it comes to employee's health and financial well-being. We offer a wide range of benefits including health and life insurance, 401(k) plan with company match, volunteer program, and expanded maternity and paternity leave. The perk that transcends the rest is our flexible, work happy environment! SilkRoadies enjoy generous paid time off, flexible work options, and dress for your day freedom.

Culture
Volunteer in local community
Paid day off to volunteer and office-based volunteer activities.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Diversity manifesto
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 12 weeks of paid maternity/paternity leave and an additional 4 weeks of unpaid leave, for a total of 16 weeks of parental leave.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Flexible Time Off - SilkRoadies love the Flexible PTO policy. Our flexible paid time off benefit can be used for vacation, personal / family illness, or personal reasons.
Paid Volunteer Time
Our Volunteer Time Off program provides employees 8 hours per year of paid time off to volunteer.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
SilkRoad offers commuter spending accounts
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Occasional office lunches are provided.
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Lunch and learns
SilkRoad hosts lunch and learn meetings throughout the year.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Paid industry certifications

Additional Perks + Benefits

SilkRoad realizes the importance of a healthy work-life balance. Our generous PTO and flexible work environment support this balance. For most positions, you control where and how the work gets done. Of course some jobs require more structure, particularly those that directly interface with our customers, but our overall philosophy is that you control your work dynamics and the results are what matter most.

We embrace a people-first culture and have built an environment where employees are valued, and their voices heard. We continually evaluate our benefits programs to ensure they meet the needs of our employees.

Happy, engaged employees mean happy clients!

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