Consulting Services Manager

As a Consulting Services Manager at MYOB, you'll lead our team responsible for implementing our business management platform and providing essential customer support post-implementation. Your role will focus on driving customer success, ensuring efficient onboarding, and enhancing product utilization while collaborating with various teams to achieve outstanding service delivery.

To be a successful Consulting Services Manager at MYOB, you should have proven experience in managing consulting services within the ERP sector or enterprise software. Leadership skills, strong project management capabilities, and an understanding of financial management are essential to excel in this role. We also value strong communication skills and the ability to drive customer satisfaction.

Customer success is at the core of what you will do as a Consulting Services Manager at MYOB. You'll be responsible for ensuring customers derive maximum value from our services, guiding them through onboarding and ensuring that their expectations are met. Your success will directly impact customer satisfaction and retention.

MYOB boasts a vibrant company culture where your opinions matter, and your contributions can make a real difference. Diversity of thought and a collaborative environment are central to our values. Moreover, we believe in supporting our employees' growth through various development opportunities and wellness initiatives.

As a Consulting Services Manager at MYOB, you will lead a variety of projects related to client onboarding, product integration, and customization of solutions. You'll work on strategies to enhance service delivery, ensuring that projects are completed on time while aligning with the company's vision and customer expectations.

Absolutely! At MYOB, we focus on fostering a learning environment. You'll have access to in-house training, conferences, and study assistance that will help you grow in your career. Your role will also include mentorship opportunities, allowing you to nurture your team's talents and your own professional development.

MYOB offers a range of benefits like flexible work environments, wellness programs, professional development resources, and generous leave options, including parental leave and additional purchased leave. By prioritizing work-life balance, we strive to create a fulfilling workplace for all employees.

When onboarding new clients, I believe in creating a structured plan that includes thorough needs assessments, clear communication of expectations, and timely follow-ups. This ensures clients feel supported from day one, thus fostering a positive relationship and paving the way for successful implementation.

In my previous role, I faced a project with tight deadlines and resource constraints. I gathered my team for a brainstorming session to address these challenges, reallocating tasks and prioritizing our goals effectively. This collaborative approach not only helped meet the project deadline but also improved team morale.

Driving customer satisfaction involves actively listening to client feedback and regularly reaching out for insights. I implement customer success metrics to evaluate our service levels and maintain open communication to adapt our approach as needed. This makes clients feel valued and ensures their needs are met.

To promote cross-team collaboration, I initiate regular meetings and encourage open communication across teams. Establishing shared goals and objectives helps create a team-oriented atmosphere. Utilizing project management tools can also streamline collaboration, allowing everyone to stay aligned on tasks and deadlines.

I have extensive experience in ERP systems, particularly in the implementation and optimization phases. In this role, I can leverage my knowledge of ERP to ensure that client needs are met accurately and efficiently, guiding them through the complexities of our platform while providing tailored solutions.

Addressing team performance issues involves open and honest communication. I schedule one-on-one discussions to understand the underlying challenges. By setting clear expectations and creating performance improvement plans, I encourage a proactive approach to resolving issues while giving team members the chance to grow.

I track financial performance by establishing key performance indicators (KPIs) linked to project budgets, revenue targets, and overall profitability. Regularly reviewing these metrics allows me to identify deviations early on, enabling necessary adjustments to ensure projects stay financially viable.

Customer feedback is crucial to fine-tuning my consulting strategy. I encourage clients to share their experiences and insights post-implementation. This feedback allows us to address any issues, adapt our services, and ensure we’re meeting their evolving needs, thus enhancing customer satisfaction.

In my first 90 days, I would focus on establishing rapport with my team, understanding customer needs, and assessing current service delivery processes. Setting measurable short-term goals to enhance team collaboration and customer engagement would be key, along with identifying areas for improvement.

I prioritize competing tasks based on their urgency and importance. I create a matrix to evaluate tasks and determine which ones need immediate attention. By communicating clearly with the team and stakeholders about deadlines and expectations, I can ensure a swift and organized approach to project management.