Solutions Advisor at SilkRoad Technology

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Job Description

Do you like supporting customer success through innovative cloud based solutions and solving technical problems? Are you interested in being part of the future of enterprise scale employee engagement SaaS technologies? Do you have a passion for technology and the consultative and organizational skills to drive client success?

SilkRoad Technology is looking for a highly-motivated Solution Advisor to join our expanding business and provide customers with architectural guidance and technical leadership. As a key member of the SilkRoad team, the Solution Advisor acts as an extension of the client's team, working to ensure the highest level of satisfaction with their clients' use of SilkRoad SaaS solutions. This is a highly visible role and crucial to SilkRoad's success. 

The ideal candidate will possess great multi-tasking skills, excellent technical credentials, an effective, collaborative communication style and, most importantly, a consultative approach to addressing human resource and employee engagement system related needs.

Essential duties include: 

  • Proactively shares timely updates and information with relevant parties.
  • Handles change effectively.
  • Responds resourcefully and constructively to new demands, priorities, and challenges or obstacles (e.g., looks for new solutions).
  • Applies cross-discipline knowledge, information, and expertise to address critical issues.
  • Identifies and assists with leading optimization efforts.
  • Prioritizes and balances time, actions, resources, and initiatives to ensure critical projects and timelines are met.
  • Manage project plans, issue logs, and communicate status to internal and external teams.
  • Ensures follow-up with customers to verify that the resolution of problems maintains customer satisfaction.
  • Identifies and anticipates customer requirements, expectations, and needs.
  • Assumes role as point-of-contact for day to day customer engagement and all additional SilkRoad Customer Support or Services needs (i.e. solution expansion, questions, etc.).
  • Encourages customer feedback to record field notes and captures ideas that will help drive the development of our products and services, summarizing to ensure understanding.
  • Investigates technical problems, coordinate with development engineers to diagnose problems and take corrective actions for customers.
  • Provides user adoption sessions such as tips & tricks, and webinars; as well as schedules regular sessions for release planning and to effectively implement change.
  • Develops and maintains a strong understanding of the customer's business goals, challenges and upcoming needs; manages client expectations.
  • Anticipates problems and takes immediate action to resolve issues when they arise with a strong sense of urgency.
  • Continually searches for ways to improve customer service.
  • Identify customer escalations, project issues or risks and present best practices and/or alternatives to proactively resolve issues.
  • Utilizes root cause analysis to eliminate recurring customer problems and issues.
  • Ensures that recommendations are supported by strong logic and a compelling business case, addressing all relevant factors.
  • Maintains positive relationships even under difficult and/or escalated circumstances.
  • Must be able to work with your team remotely in a respectful and considerate manner. Provide and receive constructive feedback and work in a team player environment to ensure all business requirements are met.
  • Cultivates networks with people across a variety of functions within the organization.
  • Captures and documents all feedback in Salesforce.com for reporting purposes.
  • Utilize tools available to keep organized.
  • Seeks opportunities to learn from others and to acquire new knowledge and skills.
  • Stays abreast of HR industry best practices.
Required Skills
  • Highly efficient team (virtual) player, with the ability to also work independently and to juggle multiple priorities in a fast-paced, fluid environment.
  • Experience with managing small/medium level clients and/or projects/systems is required.
  • Strong organizational and excellent follow-up skills with attention to detail; proactively communicates status of issues to customers.
  • Excellent judgment and problem solving skills.
  • Proficient with computer software and MS Office applications, including Word, Power Point and Excel.
  • Familiar with HTML/JavaScript preferred.
Required Experience
  • Minimum of 3 years of Human Resources or Human Resources Consulting experience or equivalent.
  • Minimum of 1 year of project management experience required or equivalent.
  • Experience working with multiple levels within an organization, including executives.
  • Minimum of 3 years of SilkRoad Product experience preferred or equivalent.
  • Must be able to provide a quiet workspace free of distractions. Must keep a level of professionalism while working from home to ensure the utmost attention is provided to those you are working with remotely.
  • Bachelors in related field or equivalent work experience
  • Ability to travel up to 5-10% to attend customer and internal meetings.
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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.
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
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Disability insurance covers 60% of annual salary up to $10000 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include Sponsored race teams.
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
Employees who have been with the company for 12 months are eligible for 12 weeks of 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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