Professional Services Consultant - Payroll

About ReadyTech and the Role

ReadyTech is dedicated to helping communities thrive while empowering its employees to make meaningful change. The company values addressing significant challenges for its customers and communities by leveraging innovative technology that simplifies complexity and delivers impactful results. The Professional Services Consultant works closely with Ready Workforce customers to ensure they utilize the appropriate technology solutions to meet their evolving business needs. This role is vital for enhancing customer advocacy and delivering exceptional satisfaction by providing expert consulting services focused on the RDY software platform.

Key Responsibilities

• Engage deeply with customers to comprehend their specific business requirements.
• Develop Statements of Work (SOW) that clearly articulate solutions aligned with client needs.
• Create and maintain project plans tailored to fulfill customer expectations.
• Collaborate with the Development team to scope and implement customer-specific configurations and rules.
• Contribute insights and experience toward evolving the role and expanding the team.
• Maintain active communication with product management to enhance the capabilities of the RDY platforms according to customer feedback.
• Provide recommendations to optimize internal processes and procedures.
• Leverage expert knowledge of RDY systems to educate customers and promote best practices to increase product adoption and usage.
• Manage the Customer Resolution Centre by conducting audits and system health checks, offering specialized advice to improve clients' system setup for better efficiency.
• Partner with Customer Success Managers, Technology Teams, and other experts to deliver accurate estimates for design and development phases, supporting timely project cost forecasts.
• Develop technology-focused demonstrations and present them effectively to customers when suitable.
• Achieve quarterly revenue targets through successful completion of consulting engagements.
• Implement or coordinate resolutions of customer challenges alongside relevant subject matter experts.
• Monitor and track solution progress with the Customer Success Manager, escalating issues as necessary to maintain governance and control.
• Foster a unified "one team" culture by collaborating across ReadyTech, partners, and customers.
• Travel may be required as part of the role.

Success Metrics

• Improvement in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) ratings.
• Reduction in repetitive support requests received by Customer Support and Customer Success teams.
• On-time delivery and management of projects.
• Increase in the number of customers serving as reference sites.
• Growth in revenue generated from consulting services.

Candidate Profile and Skills

• Strong stakeholder and relationship management skills across all organizational levels.
• Excellent capabilities in project and time management.
• Innovative problem-solving aptitude, capable of thinking beyond conventional solutions to address client issues.
• Outstanding customer service orientation.
• Self-motivated with a curious mindset geared toward continual learning.
• Competent understanding of technical terminology and good technical aptitude.
• Ability to work independently and collaboratively within teams.
• Adaptability and flexibility to adjust to changing environments.
• Familiarity with New Zealand or Australian payroll compliance requirements; familiarity with both is highly advantageous.
• Desirable knowledge of time and attendance systems.
• Awareness of Australian award applications is a plus.
• Experience with Ready Workforce and/or HR3 software is beneficial.
• Understanding of technology design and delivery frameworks.
• Proven ability to build effective cross-functional relationships with teams such as Sales, Development, Customer Success, and Support.
• Track record of managing projects successfully in a professional services setting.
• Experienced in documenting customer requirements, developing materials, and conducting workshops.
• Demonstrates positive team behavior to foster a supportive environment and positive company culture.
• Proficient in working within highly Agile environments.
• Skilled communicator who can effectively engage with audiences varying in technical expertise.