Professional Services Transformation Lead

Title: Professional Services Transformation Lead

Department: Professional Services

Reports To CCO

POSITION OVERVIEW

In this role, you will lead client engagements from discovery to delivery, ensuring that KnowledgeLake's solutions align with client objectives and business processes. This individual will act as the primary point of contact between our clients and internal teams, driving successful project implementations, managing client relationships, and ensuring that projects meet expectations in terms of scope, timeline, and budget.

FUNCTIONS OF THE JOB

Essential Functions

Client Engagement & Relationship Management:

• Serve as the primary liaison between clients and KnowledgeLake, managing communications and expectations.
• Foster strong, long-term relationships with clients, ensuring their satisfaction with KnowledgeLake's products and services.
• Conduct regular check-ins with clients to assess progress, address concerns, and identify new opportunities for service.

Project Management:

• Lead the end-to-end project lifecycle, from initial scoping and planning to execution and post-delivery support.
• Develop and maintain project plans, including timelines, budgets, and resource allocation.
• Manage multiple projects simultaneously, ensuring they are delivered on time, within scope, and within budget.
• Identify risks and implement mitigation strategies to keep projects on track.

Business Analysis:

• Conduct in-depth business process analysis to understand client needs and recommend solutions that align with their goals.
• Translate client requirements into actionable product configurations and workflows.
• Collaborate with internal technical teams to ensure the solution meets client expectations and is implemented efficiently.
• Develop functional and technical documentation to support solution implementation and ongoing client support.

Collaboration with Internal Teams:

• Work closely with Product, Engineering, and Support teams to resolve issues, improve service offerings, and ensure seamless client experience.
• Provide feedback to the Product team to influence future product development and enhancements.
• Participate in internal meetings and contribute to continuous process improvement initiatives.

Post-Implementation Support:

• Provide ongoing support and training to clients after project go-live, ensuring they can maximize the value of KnowledgeLake's solutions.
• Assist clients in troubleshooting and resolving any issues that arise during and after implementation.

POSITION QUALIFICATION REQUIREMENTS

The following are the minimum qualifications an individual needs in order to successfully perform the duties and responsibilities of this position. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education

• Bachelor's degree in Business, Computer Science, Information Systems, or a related field.

Experience

• 5+ years of experience in business analysis, project management, or professional services, ideally in a SaaS or technology-driven company.

Skills/Abilities

• Strong understanding of business process analysis, requirements gathering, and solution design.
• Proven experience managing client relationships and delivering complex projects.
• Excellent organizational skills with the ability to manage multiple projects simultaneously.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.
• Proficiency in project management tools and methodologies (e.g., Agile, Scrum, Waterfall).
• Experience working with enterprise content management (ECM) or document management solutions is a plus.

Physical/Visual Activities or Demands: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to sit, walk and talk or hear.
• The employee is occasionally required to reach with hands and arms.
• Specific vision abilities required by this job include clarity of vision at 20 feet or more as well as 20 inches or less.

SUPERVISORY DUTIES

• Lead and mentor a team of Professional Services consultants and analysts, providing guidance on client engagements, problem-solving, and project delivery.
• Oversee daily tasks, set performance goals, and conduct regular performance reviews to ensure the team meets project milestones and client satisfaction targets.
• Foster a collaborative and supportive team environment that encourages professional development and continuous learning.
• Provide input into resource planning and allocation for projects, ensuring the right team members are assigned based on skill sets and project needs.
• Act as an escalation point for complex client issues, helping team members resolve challenges efficiently.
• Ensure team adherence to KnowledgeLake's processes, best practices, and documentation standards.

Current Openings for Professional Services Transformation Lead Jobs at KnowledgeLake