Role Purpose
With a customer first mindset, the platforms consultant is committed to doing whatever it takes to ensure our customers succeed, taking pride in delivering outcomes that create value for both the customer and the business. Tenacious, focused, and well organised, you would bring a strong technical orientation and proven experience in driving value by achieving and surpassing commercial targets and end-customer outcomes.
Naturally proactive, you consistently go above and beyond to delight customers, building strong and lasting relationships in the process. You thrive in fast-paced environments where you can apply your critical thinking and sound decision-making skills to deliver meaningful results. You’ll be supporting a portfolio of client based in the USA.
Key Responsibilities
Platform Configuration and Consultation
- Manage and execute client engagements and projects, ensuring successful delivery of solutions and configurations.
- Coordinate project timelines, milestones, and deliverables, ensuring customer satisfaction and efficiency in execution.
- Maintain thorough records of customer service actions, discussions, and communications.
- Conduct workshops and webinars to capture customer requirements.
- Document custom solution designs, including features, integrations, and case studies, providing a clear overview of proposed solutions.
- Configure customer solutions in line with their branding and functional requirements.
- Write clear and engaging user stories and acceptance criteria to communicate solutions to internal and external stakeholders.
- Identify potential weaknesses, flaws, and vulnerabilities in solutions beyond anticipated workflows.
Stakeholder Engagement
- Identify, communicate, and manage the impact of configuration changes to both internal and external stakeholders.
- Engage internal teams to enhance stakeholder understanding of the core product.
- Collaborate with product owners and solution architects to submit feature requests and customer feedback for future development and roadmap planning.
Ongoing Client Engagement
- Manage relationships with a portfolio of customers and support them throughout their platform lifecycle.
- Identify customers with risk of attrition, and work with key internal stakeholders to improve satisfaction and retention.
- Assist customers in optimising their platform usage to drive greater impact, and identify new development revenue opportunities by facilitating Discovery and Enhance workshops.
- Ability to work flexibly to accommodate meetings, projects and collaboration with EMEA and US clients when required
Product Knowledge & Training
- Stay updated with new product features and industry trends, ensuring you have a deep understanding of the platform.
- Provide internal training and mentoring for new team members as needed, ensuring a strong understanding of the platform’s capabilities.
- Facilitate client training sessions to ensure effective use and adoption of the platform.
Person Specification
Essential
- 2–3 years’ experience engaging with platform stakeholders in the design, configuration, and successful rollout of enterprise solutions (e.g. Totara LMS).
- Strong knowledge of platform configuration, including user access management, roles/permissions, core learning features, and security considerations.
- Proven ability to lead webinars, client training sessions, and consultative meetings.
- Solid project management skills with the ability to prioritise, track progress, and deliver on deadlines.
- Understanding of testing methodologies, including BAT, UAT, and QA.
- Excellent communication skills (verbal and written), able to explain technical concepts clearly to non-technical audiences.
- Strong interpersonal skills, able to build trust and engage effectively with clients and internal teams.
- Ability to troubleshoot issues and optimise platform use in line with client needs.
- Skilled at producing clear, concise, and effective documentation.
- Highly motivated, organised, and persuasive, with the ability to perform well under pressure.
Desirable
- Experience with using Microsoft Office, JIRA, Confluence, Asana and other project management tools.
- Familiarity with reporting tools and analytics, especially in the context of LMS platforms.
- Experience with additional learning platforms or enterprise software implementations beyond Totara LMS.
- Knowledge of integrations with third-party systems, including APIs and single sign-on solutions.
- Formal project management or platform-related certifications.
- A proactive interest in keeping up with industry trends, new features, and best practices.
Values & Behaviours
Be Curious
- Seeks to understand the business, its commercial drivers, and emerging risks.
- Asks thoughtful questions that deepen insight and challenge assumptions.
- Embraces new tools, data sources, and ways of working.
Provide Insane Customer Service
- Takes ownership of customer issues.
- Adapts communication; Responds quickly and with empathy.
- Suggests improvements based on feedback
Act Like It’s Your Own Business
- Takes responsibility for quality.
- Uses resources wisely.
- Raises risks early with solutions.
- Protects the brand
Go Above and Beyond
- Delivers high-quality work.
- Improves processes.
- Brings solutions.
- Takes pride in craftsmanship
Be a Team Player
- Collaborates willingly.
- Shares information.
- Supports colleagues; communicates respectfully
