Principal Solution Consultant (Product Implementation)

We are seeking an experienced and strategic principal consultant to lead our product implementation function, with a strong focus on solutioning, process management and customer success. This senior role is essential in managing the full lifecycle of product delivery, from solution design and implementation to post-go-live support. You will oversee a team of configuration consultants, drive service quality and efficiency, and serve as a bridge between customer requirements and product evolution.

YOUR ROLE 

Solutioning and Discovery Leadership

Lead pre-workshop analysis and discovery workshops, accurately capturing customer requirements and aligning them with the solution design. Define actionable plans to address client needs, proposing effective workarounds, and securing workbook signoffs to ensure alignment and accountability.

End-to-End Implementation Oversight

Manage a team of implementation configuration consultants, ensuring that product configurations meet customer-specific needs. Support the integration of upstream and downstream systems, oversee UAT briefings, provide support during the testing phase to resolve configuration issues and ensure a stable transition from configuration to the product support team.

Customer Engagement and Internal Advocacy

Act as the internal advocate for customer needs, collaborating closely with the product team to influence functional design requirements, prioritize feature enhancements, and align the product roadmap with client feedback.

Sales and Pre-Sales Enablement

Partner with sales and pre-sales teams to deliver tailored product demonstrations that meet specific client requirements. Address Level 2 and Level 3 inquiries, demonstrating deep product knowledge and a consultative approach to addressing customer concerns.

Comprehensive Documentation and Training

Ensure thorough documentation, including user manuals, process guides, and support collateral, to facilitate seamless handovers and user onboarding. Conduct UAT briefings and support UAT sessions, addressing any configuration-related issues before go-live.

Product Support Oversight

Collaborate with the product support team to ensure that customer issues are resolved in a timely and effective manner. Act as a point of escalation for complex support issues and guide the team in conducting root cause analysis for recurring issues. Establish standards and procedures for consistent issue resolution, knowledge sharing, and continuous improvement within support processes.

Customer Success and Retention

Focus on customer satisfaction by ensuring that implementations are aligned with customer needs and that support services maintain high responsiveness and resolution quality. Regularly engage with clients to address their concerns, ensure they’re benefiting from the product, and gather feedback to inform product improvements.

Team Leadership and Mentorship

Mentor and lead configuration consultants and support staff, fostering a collaborative, accountable, and growth-oriented environment. Provide training, best practices, and guidance to empower the team in delivering high-quality services and support.

Process Innovation and Productization

Drive the productization of the end-to-end onboarding and support processes, establishing efficient workflows that can scale across future implementations. Continuously seek improvements in onboarding and support to optimize the customer journey and enhance service quality.

JOB REQUIREMENTS

• Minimum 10 years’ experience in a customer onboarding within a SaaS product or technology consulting environment, with expertise in solutioning, implementation, and customer support

• Experience working with HCM products is a plus; familiarity with SAP SuccessFactors or SAP SF-integrated products will be an added advantage

• Strong leadership skills with a track record of managing cross-functional teams, including configuration, integration, and support functions

• Proactive problem-solver with a strategic approach to navigating complex project requirements and managing multiple priorities effectively

• Excellent communication and interpersonal skills, with the ability to articulate solutions clearly to customers and internal stakeholders

• Commitment to understanding and addressing customer needs across both implementation and support, with a focus on customer retention and satisfaction

• Experience in supporting sales/pre-sales activities, including tailoring demos and addressing complex customer inquiries

• Strong organizational skills with a commitment to maintaining detailed documentation, including user guides, manuals, and support collateral for effective knowledge transfer