Customer Success | Professional Services Consultant

Infinite Blue is the leading platform for resilience, business continuity and disaster recovery planning and response. We are in search of a Professional Services Consultant to join our expanding Professional Services team.

We are relentless in our pursuit of customer happiness and satisfaction so that they can build and maintain resilient organizations.  As a Professional Services Consultant, you will serve as the project lead for time-bound projects and services for existing customers and implementations for new customers with the goal of delivering high quality projects that exceed customer expectations and provide a high level of customer satisfaction, adoption, and engagement.

This position is located in Collegeville, PA.

Essential Functions & Responsibilities

  • Provide high quality onboarding and implementation of Infinite Blue applications to new customers.
  • Lead project design, initiation, and deployment of custom and support to customers.
  • Collaborate with internal, external and customer teams to deliver high quality solutions.
  • Implement and document customizations and configurations in the IB platforms and applications.
  • Collaborate with Account Management and other teams on delivering high value projects and services.
  • Conduct root cause analysis and troubleshooting on customer issues and provide solutions.
  • Provide training to customers as required.
  • Document resolutions to issues to allow reuse of knowledge over-time
  • Provide feedback to Product Management, Enablement, and other teams to improve products and processes.

Required Qualifications/Skills

  • 1-2 years of technical project management experience or technical customer support
  • Strong customer service and organizational skills
  • Strong problem resolution and decision-making skills
  • Good troubleshooting and multi-tasking skills
  • Knowledge of relational databases, HTML, JavaScript a plus
  • A good listener with a proven ability to build relationships with all levels of staff
  • Strong time management skills, attention to detail and outstanding follow-up skills
  • Must have excellent communication skills to be able to troubleshoot effectively over the telephone while being courteous, patient, and professional
  • Able to manage multiple channels of support (phone, emails, voicemail, backlog)
  • Must be dependable with a high sense of urgency Proficiency in English

Preferred Qualifications/Skills

  • 3+ years technical project management experience
  • Undergraduate degree in Information Technology, Computer Science or equivalent experience
  • Knowledge of relational databases, Internet technologies and technical infrastructures
  • Working knowledge or certification in KCS (Knowledge Centered Support)
  • MBCP, CBCP, or ABCP designation from DRII, similar designation or experience in BC/DR field
  • PMP, Six Sigma Black Belt or other project management credentials/background
  • Multi-lingual

Core Values

Infinite Blue has a strong orientation towards these five core values.  Successful employees will demonstrate these capabilities:

  • Grit – courage and resolve to achieve our goals
  • Agile – ability to reassess and adapt quickly
  • Trust – confidence in our services and each other
  • One Team – strong alignment and collaboration across the company
  • Respect – all team members add value

Company Perks

  • Generous Vacation Package
  • Employee Benefits offered for full time employees and include: Medical/Dental/401K/etc.

Infinite Blue is an Equal Opportunity Employer.

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Infinite Blue is an Equal Opportunity Employer. 

About Company

Infinite Blue provides a comprehensive low-code development platform and enterprise applications for the business continuity and disaster recovery industry. Infinite Blue is trusted by independent software vendors and enterprises across the globe. Infinite Blue Platform is at the heart of countless business applications running in a wide variety of industries worldwide. The Company was started in 2013, has grown over 250% over the past three years and was recently named to the Inc. 5000 list of America’s fastest growing companies.