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As aÌý³§´Ç±ô³Ü³Ù¾±´Ç²Ô²õÌý°ä´Ç²Ô²õ³Ü±ô³Ù²¹²Ô³ÙÌýatÌýRedmap, you will play a critical role in the customer acquisition andÌýimplementation journey, partnering with Sales, Product and Consulting teams to design solutions that meet customer business and technical requirements.Ìý

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You will lead customer discovery, business processÌýanalysisÌýand pre-sales engagements.ÌýActing as the trustedÌýadvisor, you will guide customers fromÌýinitialÌýengagement through implementation readiness, supporting delivery teams through go-live and transition intoÌýhypercare.Ìý

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This role requires a strong blend of customer-facing consulting skills, technicalÌýcapabilityÌýand commercial awareness, with the ability to translate complex business challenges into scalable solution designs.Ìý

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KeyÌýResponsibilitiesÌý

Customer Consulting & Implementation ReadinessÌý

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• Act as the primary solution advisor during the sales andÌýimplementationÌýreadiness phases.Ìý
• Partner with the new business sales team to understand theÌýcustomerÌýneeds, conduct discovery sessions, including demonstrations, and develop fit for purpose contract documentation, scopeÌýclarityÌýand alignment with customer expectations.Ìý
• Lead in depth requirements gathering workshops with customers to define use cases, integrationÌýpointsÌýand success metrics.Ìý
• Assess customer environments andÌývalidateÌýintegration requirements across ERP, APÌýAutomationÌýand document management platforms.Ìý
• Work closely withÌýtheÌýEngineering andÌýProfessionalÌýServicesÌýÌýteamsÌýto define integration architecture, dataÌýrequirementsÌýand implementationÌýapproaches.Ìý
• Produce high-quality documentation including process maps, business requirements, userÌýstoriesÌýand solution specifications.Ìý
• Support technical workshops covering APIs, data flows, authentication methods, file transferÌýmechanismsÌýand system dependencies.Ìý
• Facilitate solution validation activities to ensure customer requirements areÌýunderstoodÌýand achievable prior to implementation.Ìý
• Support customers and delivery teams through go-live preparation and transition intoÌýhypercare.Ìý

CustomerÌý& Stakeholder EngagementÌý

• Conduct solution demonstrations tailored to customer use cases and business processes.Ìý
• Manage stakeholder expectations and provide proactive communication throughout the customer journey.Ìý
• Drive best practices acrossÌýcustomer strategy including documentation, requirementÌýgatheringÌýand customer management.Ìý
• Understanding and qualification ofÌýrequirements for modifications to the existing solution suite including documentation change request forms, userÌýstoriesÌýand associated documentationÌý
• Coordinate andÌývalidateÌýthe connection ofÌýRedmapÌýto the customer’sÌý(Pronto/Alayacare)Ìýenvironment, ensuring data integrity and functionalÌýreadiness.CollaborateÌýwith product managementÌýand professional servicesÌýto ensure customer feedback isÌýcapturedÌýand continuous improvements are made to the onboarding experience.Ìý
• Serve as aÌýsubject matterÌýexpert when interfacing withÌýthe customer, the team andÌýother departments, providing clearÌýprocessÌýand productÌýinsights that driveÌýorganisationalÌýbenefits.Ìý
• Act as the voice of the customer by gathering insights, translating feedback into actionable product requirements, and advocating customer-driven priorities to Product Management.Ìý
• Work with Product Management to understand new product releases and features and translate to customer-facing materials and incorporate into the pre-salesÌýprocess.Ìý
• Work closely with Product, Professional Services and Support teams to ensure a seamless customer experience.Ìý

RequirementsÌý

• 5+ years of experience inÌýPresales,Ìýcustomer success,ÌýorÌýtechnicalÌýenablement roles in SaaS or software implementation environments.Ìý
• PreviousÌýexperience in Accounts Payable,ÌýERPÌýor document automation solutions.Ìý
• Strong understanding ofÌýpresalesÌýprocess,Ìýsoftware implementation lifecycle, customerÌýonboardingÌýandÌýUATÌýbest practices.Ìý
• Proven experience leading discovery workshops and translating business requirements into solution designs.Ìý
• Strong understanding of software implementation methodologies and system integration principles.Ìý
• Experience discussing APIs, data integrations, authenticationÌýmethodsÌýand system architecture with customer IT teams.Ìý
• Experience creating process maps, requirements documentation, userÌýstoriesÌýand solution specifications.Ìý
• Excellent customer facing skills with the ability to act as the end point of escalation and deliver executive level customer service.Ìý
• Excellent communication skills, capable of translating complex technicalÌýrequirementsÌýÌýintoÌýunderstandable insights for both technical and non-technical stakeholders.Ìý