Application Consultant

POSITION SUMMARY

As the primary contact for the customer, the Application Consultant is responsible for managing and nurturing the entire customer relationship. The main measure of success in this role is customer satisfaction, achieved through delivering tailored solutions that enhance the customer’s workflow — from initial product idea to market launch. 

JOB RESPONSIBILITIES

• Customer-Centered Solutions: 
  Develop and deliver customized concepts based on customer requirements that align with WAVE’s capabilities. Ensure that customer expectations are transparent, achievable, and supported by effective processes within WAVE. 
• Implementation Support: 
  Collaborate closely with the customer and internal configuration teams to ensure a seamless and customer-focused implementation of WAVE, ideally requiring little to no custom programming. 
• Process Integration: 
  Lead the implementation to a point where all key stakeholders fully adopt WAVE as part of their daily routine. Confirm final acceptance from the customer within three months of go-live. 
• Sales and Service Expansion: 
  Share responsibility for sales with the Sales team. Promote and sell extended services (e.g., training, enhancements) that deliver additional value and support customer process optimization. 
• Customer Communication: 
  Maintain proactive, solution-oriented communication, especially during conflicts or technical issues. Support the technical team by managing customer updates and expectations. 
• Project Coordination: 
  Coordinate design approvals, produce reliable user stories, and prepare suitable proposals. Assist in contract negotiations alongside 5Flow management and deliver basic user training when needed. 
• Quality Assurance: 
  Monitor and analyse project scope and deliverables. Identify and flag deviations early and collaborate with internal teams or the customer to resolve them. 
• Customer Retention: 
  Maintain strong, long-term relationships by consistently managing expectations and ensuring continuous information flow between the customer and internal teams. 

PERFORMANCE INDICATORS

• Successful implementation and customer adoption of WAVE 
• Timely system acceptance from customer (within 3 months post go-live) 
• Growth in extended service sales 
• Positive customer feedback and sustained satisfaction 
• Effective resolution and communication during issues or escalations

ADDITIONAL INFORMATION

• This job description is intended as a general guide and will be reviewed annually to reflect market changes and company developments. 

• A Skill Matrix is available for this role to help identify training needs and development goals. 

• The Application Consultant operates with autonomy but collaborates closely with configuration and support teams. 

• For clarification or further support, the employee should contact their designated manager.