Senior Service Solutions Analyst

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Facilitate discovery sessions with prospects and clients to comprehend their objectives, existing processes, constraints, and criteria for success.

• Convert customer needs into service solution strategies encompassing phases, deliverables, assumptions, dependencies, and acceptance criteria.

• Collaborate with Delivery Managers and Technical Consultants to create effort estimates and resource models.

• Identify risks and formulate mitigation strategies.

• Compose and enhance Statements of Work along with supporting proposal materials.

• Specify in-scope and out-of-scope parameters, customer obligations, readiness items, environments, integrations, and change control processes.

• Assist in discussions regarding services pricing and packaging.

• Work alongside Account Executives and Solution Consultants on services strategy, proposal positioning, and customer presentations.

• Engage in late-stage deal cycles to address scope inquiries, negotiate deliverables, and manage expectations.

• Ensure services pipeline is well-maintained and update scoping documents, assumptions, and approvals accordingly.

• Oversee the transition from Sales to Delivery with comprehensive scope context and documentation.

• Evaluate discrepancies between sold scope and delivered results, offering recommendations for enhancement.

• Contribute to the standardization of service offerings, accelerators, templates, estimating guidelines, scoping playbooks, and best practices.

• Clearly communicate complex technical and delivery concepts to customers and stakeholders.

• Foster relationships across Sales, Services, Product, and Engineering to eliminate obstacles and enhance customer experience.

• Report directly to the Senior Manager, Service Sales Organization.

⛳️ Requirements

• Over 5 years of experience in professional services solutioning, solution consulting, delivery management, business analysis, or related customer-facing roles in enterprise software/SaaS.

• Proficient in scoping and documenting service engagements, including Statements of Work (SOWs), assumptions/dependencies, and change control.

• Capability to estimate effort and transform requirements into phased delivery plans.

• Knowledge of Agile, Waterfall, or hybrid implementation methodologies.

• Strong analytical and problem-solving abilities.

• Exceptional written and verbal communication skills.

• Proficient in presenting service solutions and influencing senior stakeholders.

• Experience collaborating across functions with Sales, Solution Consultants, Delivery, Product, and Engineering.

• Ability to juggle multiple priorities in a fast-paced, deadline-driven setting.

• Familiarity with value selling, consultative selling, solution selling, or similar methodologies focused on customer outcomes.

• Willingness to travel occasionally as required.

• Bachelor’s degree in Business Information Systems, Engineering, Supply Chain, or a related field, or equivalent experience.

• Professional certifications such as PMP, ITIL, or Agile are advantageous.

• Candidates based in the U.S. must work during EST hours; working hours should largely overlap with U.S. Eastern Time business hours.

• Visa sponsorship is not offered.

🏝️ Benefits

• Comprehensive training provided to all employees.

• Opportunities for employee development.

• An inclusive, diverse culture focused on belonging.

• Equal opportunity employment.