As a seasoned business consultant with solutions design experience, you will bring a deep understanding of the legal case management systems and in particular conveyancing CMS, along with software design processes to ensure that our customers are supported on their PEXA journey from pre-sales through to go live and beyond.
Equally at ease engaging with internal stakeholders as well as external customers and partners, you will form an integral part of the UK team as we look to change the way property is transacted in the UK.
As a PEXA SME, you will be instrumental in providing support to our customers and partners across the delivery lifecycle:
· During pre-sales, you’ll use your industry and product knowledge to deliver compelling platform demonstrations, run scoping workshops and facilitate business case creation.
· As the programme progresses, you’ll work with them to complete more detailed design activities, helping to shape and deliver a seamless and robust end-to-end journey that maximises the value gained in adopting the PEXA platform and wider group services.
· Once customers are live, you will continue to deliver value for customers by helping to manage their solution roadmap in line with their transformation agenda and new PEXA functionality being delivered as part of our own roadmap.
Throughout all customer engagements, you will act as the bridge between our internal teams and the customer, ensuring that customer feedback is shared with internal stakeholders to help shape our product strategy and ensure that we continue to meet the needs of the market, delight our users and the end consumer.
As a core member of the Customer Implementation team, you’ll consistently look to leverage your industry experience and customer insights to ensure that our implementation framework and supporting collateral is fit for scale as we continue to expand our engagements across a growing number of lenders, law firms and industry partners.
Given your industry experience and client-facing responsibilities, you’ll also represent PEXA at a range of industry events, networking with customers, partners and other industry stakeholders.
Key Accountabilities
- Support the definition, delivery and ongoing refinement of an implementation framework capable of scaling with a growing number of customer engagements (across scope, design and test activities)
- Ensure high quality collateral is created and maintained to support customer engagements on a scalable basis
- Work closely with our customers to understand their existing business processes and operating model, and help shape their implementations to maximise the value of PEXA
- Work closely with our Product team to highlight the current and future needs of our customers and to help shape roadmap features accordingly
- Ensure consistent, high-quality scope and design output from customer engagements to support our ongoing customer engagement across the wider PEXA teams (inc. Customer Success, Operations and RUN)
- Create strong, trust-based relationships with customers who rely on us as a ‘partner’ rather than a vendor
Skills & Experience Required
- 10+ years career experience including significant experience in the UK property industry within conveyancing
- You must be an industry expert in conveyancing
- 5+ years in consultancy / customer facing roles
- Solution design, process mapping, integration designs experience
- Demonstrable experience in delivering solutions as part of complex transformation programs via Agile and Waterfall methodologies
- Very strong experience across full lifecycle of a product, including product delivery, customer implementation and product support
- Experience working with international teams across multiple time zones preferable
- Strong communication skills (written, verbal and visual) with an exceptional attention to detail
- Excellent interpersonal skills with the ability to develop effective relationships at all levels both within PEXA and with our customers
- Able to remain calm and pragmatic in a complex and fast-paced environment
- Strong analytical and problem-solving abilities
- Strong time management and organisation skills, with the ability to prioritise conflicting tasks to meet strict deadlines
- Willing to consistently demonstrate a ‘customer first’ approach
- Self-motivated with a high level of personal integrity and reliability
- Comfortable dealing with ambiguity in a start-up environment
