Bain & Company Inc

Manager, Solutions Enablement (Signal - New Delhi)

Job Location IN-New Delhi
Job ID
2021-5124
Posted Date
6/17/2021
Category
Next-Generation Software Solutions
Type
Regular Full-Time

Company Overview

Bain & Company is the management consulting firm that the world’s business leaders come to when they want results. Bain advises clients on strategy, operations, information technology, organization, private equity, digital transformation and strategy, and mergers and acquisition, developing practical insights that clients act on and transferring skills that make change stick.  The firm aligns its incentives with clients by linking its fees to their results. Bain clients have outperformed the stock market 4 to 1. Founded in 1973, Bain has 58 offices in 37 countries, and its deep expertise and client roster cross every industry and economic sector.

 

Department Overview

Bain's Next-Generation Software Solutions (NGSS) team’s mission is to develop and support digital solutions for Bain consultants and clients, so they get to better, faster insights and results.

 

Our team manages software product development, ongoing support, customer success, technical services, and technical operations.

 

Position Summary

This role will support and advise case teams and clients on the deployment and ongoing usage of Signal, Bain’s Merger Integration management software. The role will own the management of deployments for assigned clients, and act in advisory capacity to case teams and clients on both Signal usage and related merger integration methodologies. The role will also ensure ongoing client success with the software by solving any client or user issues.

 

This role will require some travel to customer and team locations.

Service management and delivery - IP advisory and software selection

  • Develop deep understanding of Bain’s merger integration methodology relevant to Signal
  • Act as expert advisor to case teams and clients on IP, software selection and software configuration options
  • Supports case teams to assess feasibility of software given client’s technology infrastructure

 

Service management and delivery - Case team and client training

  • Lead training of new users on usage of the software across the usage lifecycle – case team and clients (both day-to-day users and senior client leaders)
  • Manage demo sites, materials and delivery to Bain and client stakeholders
  • Own creation, curation and ongoing management of software training curriculum, including structure, delivery methodology, materials and other collateral (e.g. videos)

 

Service management and delivery - Project management and ongoing support

  • Manage requirements gathering, set-up and configuration process of software, coordinating working across client, case teams, Practices, NGSS, and other internal groups where necessary
  • Support consulting team and clients ad-hoc with technical issues related to software implementation, including at the client site when required
  • At lower scale usage, serve as first-line support (particularly during deployment phase) for user queries and delegate/escalate issues to other support staff, software product owner or vendor as appropriate
  • At scale, work with and manage first-line (helpdesk) resources to provide support for repeatable requests
  • Act as regional lead for Signal, taking ownership solving more complex client situations and stakeholder relationships, supporting both the junior team and Signal leadership

Product Operations

  • Collect, aggregate, and synthesize user feedback to support Product Manager in developing and prioritizing software enhancements and roadmap
  • Work closely with product team to triage/support client-specific enhancements, advocating for clients within the product team and managing client expectations/communication
  • Support tracking of active and pipeline cases, and generates periodic reports on technology tool usage
  • Monitor financial and usage profile of software

 

Team Operations

  • Act as the regional lead for Signal, providing guidance and mentorship for more junior peers and team members
  • Manage relationships with senior stakeholders in region
  • Provide escalation point and decision making point for more junior members

 

 

Service improvement

  • Coordinate and perform user-acceptance testing for new releases and updates
  • Monitor software usage across deployments and anticipate any roadblocks for users
  • Work with Product Manager and Product Owner to design and implement new services
  • As the product scales, assist in the development of tooling, processes and documentation to improve support services

 

Software product awareness

  • Prepares marketing videos and collateral for internal marketing as well as client proposals
  • Provides new/pipeline case teams with relevant examples from previous users (e.g. dashboard screenshots, training materials, executive presentations)

  • BA/MSc or equivalent undergraduate degree
  • 5-8 years working in software deployment, software customer success or technology-related consulting
  • At least ~2 years in customer/client advisory role
  • Experience managing or mentoring more junior team members/peers
  • Degree in software related subject (e.g. Computer Science, Information Technology or related to specific IP)
  • Formal Agile/Scrum certification or Formal project management certification is preferred
  • Experience in business transformation/change management
  • Ability to quickly pick up and apply complex topics
  • Strong abilities in problem definition and problem solving
  • Excellent oral, written, and PowerPoint communication skills
  • Proven ability to work effectively in diverse and distributed teams
  • Ability to work well with all levels within Bain and at client
  • Ability to lead interactions with senior stakeholders (at Bain or Client)
  • Facility to discuss technical issues with a non-technical audience
  • Comfort working independently and/or remotely from supervisors in a fast-paced environment
  • Willingness to travel to client locations (expected 20%, potential peak of 40%)
  • Ability to lead and manage more junior team members, including more junior peers

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