Technical Consultant – Webcasting Public Sector (…

Role Summary

As a technical consultant you will actively contribute to customer retention and growth, by managing client relationships, ensuring successful service delivery of our ECS Self Service Webcasting platform, identifying upsell opportunities and handling administrative tasks, while collaborating internally to optimize the value proposition.

Key Accountabilities:

• Relationship management: make tactical and strategic contacts at the management level (e.g. Investor Relations, Marketing & Communication, Compliance officer, public organisations, etc.) through client networks and other channels. Contribute to customer satisfaction by applying proper attention.
• Client success: ensure that the service/product is successfully delivered to the client and communicate with the client to fix potential issues. Identify cross-selling possibilities
• Product and market, knowledge and development: build specific, sector-oriented knowledge for the various products. Identify market developments and translate them into sales activities (outbound)
• Administration: draft, follow up quotations and manage contracts. Responsible for invoicing your own client portfolio. Ensure good internal and external communication to optimise service quality
• Contribution to revenue retention & growth: contribute to the development and retention of revenues (including on a recurring basis) with existing and new clients by leveraging on the value proposition of ECS Self Service Webcasting platform, as integrated part of the Governance and Communication solutions offered
• Integrated and comprehensive value proposition: interact with internal stakeholders to ensure that the value proposition of your product/service is comprehensive to notably generate crossselling opportunities
• The key accountabilities only describe the main activities and are not exhaustive. It evolves depending on the expertise level and ongoing projects.
   

Your tasks:

Implementation Management

• Coordinate the technical onboarding and configuration of ECS’s streaming platform
• Work together with customers and the product and development team to understand requirements and translate into customised solutions
• Work with other consultants on other ECS platforms in use by the same customer, to achieve synergy, transparency and alignment.

Customer care & support:

• Perform regular onsite visits at customer locations
• Actively guide customers in the use of the webcast solution
• Proactively provide consultancy about best practices and possible optimization
• Work with the sales team to secure existing contracts at renewal time, by providing relevant input to sales and discuss the benefits of a renewed contract with customers
• Identify potential upsell opportunities and work together with the sales team to gain additional revenue
   

Technical support & training

• Apply changes in configuration to prevent potential issues that may occur
• Act as a point of contact for technical questions and issues, in collaboration with the ECS Service Desk
• Handle escalations of complex issues and work together with the Product team to provide a quick solution
• Provide training to customers and end-users for the use of the software and hardware
• Create documentation and keep it up to date

Feedback and continuous improvement

• Gather customer feedback and translate into improvements of platform and processes
• Work together with the product and development team to apply improvements to the platform

This list of tasks is not exhaustive and more tasks that reasonably fall within scope of the role may be added.

Knowledge, Skills and Experience Required

• Demonstrable outstanding commercial skills and experience, results oriented and client-focus mindset
• Strong communication, presentation, selling and negotiating skills
• Preferably experience with B2B and short sales cycles, experience in IT sales
• Experience in account management in a corporate environment
• Strong ability to self-generate leads, proactive mindset and out-of-the-box thinking
• Ability to translate technical language for non-technical people
• Affinity with the concerned product (webcast and webinar communication, board portal or compliance regulations)
• Able to work either with strong autonomy in an organised manner and as a team Result and sales-driven
• Proactive mindset and out-of-the-box thinking
• Interest for technology
• Fluent in English & Dutch