Enterprise Platform Consultant

Job Description:
The Enterprise Platform Consultant (EPC) is part of the Pluralsight Professional Services organization. They function as an expert in the Pluralsight platform and Professional Services offerings. They serve as both a customer-facing, and internal relationship expert. They are a subject-matter expert, dedicated and embedded in strategic business accounts. An EPC's primary responsibility, as a product and plan manager is to develop a product support strategy plan that will enable organizations to promote a culture of learning to meet and/or exceed their workforce technology development objectives.
Enterprise Platform Consultants will work with the customer's plan admins to understand organizational objectives, will design and define the work needed to manage and maintain. They will advise and manage accounts with items such as; license management and distribution strategy, platform enablement, account structure design, designated self-serve experience(s), and issue escalation and mitigation.
Who you are:

• You are a key partner in managing a business' adoption and utilization through the life of their plan.
• You proactively and continually lead the customer's plan administrator to actualize the value of Pluralsight learning initiatives
• across their organization.
• You possess strong decision making skills and are practiced at making proactive and timely decisions, independently.
• You are a self- starter with strategic agility and problem solving that can analyze and deploy solutions without existing
• definition.
• You have communication skills that highlight an operational and strategic focus.
• You will not only work closely with high-profile key accounts, but you must also work collaboratively and closely across
  numerous teams leading various initiatives that align to the designed support strategy plan laid out.
• Your internal key stakeholders for collaboration and partnership would include sales executives, customer success managers,
  architects, onboarding consultants, integrations consultants, support representatives, etc.

What you'll own:

• Liaise with multiple customer SME groups and assist them in designing and implementing a strategy that translates learning objectives into business results.
• Ability to support topics and processes that require business acumen as well as deep technical insights. These technical abilities range from understanding how and where Pluralsight can live in a customer's ecosystem (e.g. single-sign-on, data feeds, LMS, BI and platform integrations, etc.) to technical content alignment and delivery
• Provide data analysis and usage tracking and provide corresponding recommendations
• Collaboration with key stakeholders within Pluralsight teams; including sales executives. customer success managers,
  architects, onboarding consultants, integrations consultants, support, etc.
• Responsible for ongoing license management and distribution, maintaining account structure, and channel administrative
  maintenance
• Be accountable to key metrics that indicate platform management success
• Guide and coach the customer's plan admin through the Pluralsight plan management process
• Own the ongoing learner and leader training for Enterprise and strategic accounts
• Facilitate support and share best practices for ongoing engagement campaigns
• Provide and design documentation for customer specific processes and specific user experiences within the plan
• Ongoing platform guidance, troubleshooting, and technical support within a customer's network
• Serve as a capture point for voice of the customer and provide feedback to Global Success Team leadership and to account
  leadership on recurring issues to help enhance product & services capability
• Be an advocate for your assigned customers in providing and obtaining the support required to successfully maintain account
  success over a 12 month time period

Experience you'll need:

• 2+ years experience in a software product/plan management role
• 2+ years SaaS customer onboarding or implementation experience
• 2+ years customer engagement or technical support experience
• Technical degree or relevant experience
• Experience with professional services automation tools
• Strong organizational and time management skills
• Ability to listen and communicate effectively with executives and leaders at all organizational levels
• Exposure to Enterprise-grade SaaS applications and show a competence in the ability to work within them
• Excellent business acumen with ability to simplify complex technical subjects to ensure mutual understanding

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