Omegro Business Unit VBU - Helm Operations

Job Summary Job Description: Your primary responsibilities include coordinating and facilitating the implementation of our Helm CONNECT software solution. Additional responsibilities include delivering high-quality customer service through extensive software troubleshooting via telephone and screen-sharing, providing technical leadership, training, complex problem resolution, and collaborating with other departments and clients to successfully achieve the implementation objectives. As a consultant, you will also be expected to provide consultation and best practices to our customers, helping them to improve and grow operational performance.

In this position you will join a small but growing team to learn new skills, technologies, products and processes, and share this knowledge for the betterment of the team.

Your Responsibilities & Key Tasks

• Work with Helm project managers to develop implementation plans.

• Perform project implementation tasks as defined in either the project schedule or per a packaged implementation approach, ensuring that all project deliverables have been completed with quality, and the customer is satisfied with the outcome.

• Clearly understand and document requirements and design solutions to be achieved through configuration of the Helm products.

• Configure systems and data to satisfy the client’s business processes.

• Conduct formal training for our clients and business partners.

• Discover additional product or training needs our customers may have.

• Capture and clearly communicate requirements for custom development requests.

• Record each contact with our customers accurately and in a clear, concise, and understandable format.

• Expected to become an expert in our industry verticals and possess the ability to consult with our customers to improve their processes and their business performance.

• Provide outstanding product support for our customers and business partners.

• Keep the Helm team up-to-date on project status, challenges, risks and opportunities.

• Enter all billable and non-billable time accurately on a daily basis

• Document any files, materials, FAQ’s Help Files etc, and ensure they are formatted with Helm’s brand standards.

• Perform quality assurance (QA) related to requirements identified during solution design.

Success Factors

• Become an expert on our customers in the workboat industry and their sub verticals, such as harbour docking, coastal barging, offshore supply vessels, and passenger ferries.
• Work to strict schedules and project milestones while maintaining quality of delivery of product or services.
• Highly organized and able to manage multiple projects and respond to shifting priorities.
• Aptitude to gather information, diagnose and analyze a variety of technical and non-technical issues.
• Become fully trained on all applicable Helm products and tools that have been assigned to you.
• Maximize billable utilization percentage.
• Maintain a high level of customer satisfaction – metrics generated from customer satisfaction surveys.
• Achieve customer-defined success criteria in leading the customer to value as quickly as possible.
• Strive to outperform the quarterly and annual KPIs.

Your Qualifications

• Must have software configuration and related technical skills.
• The ability to troubleshoot complex technical issues and to identify problems and suggest solutions in a logical, user-friendly manner.
• Willingness and availability to travel up to 50% of the time.
• Must speak English at a native level.
• Strong interpersonal skills: you are able to handle challenging situations with composure, professionalism, and courtesy.
• Strong task management skills – able to manage multiple shifting priorities at any given time
• Proven proficiency with MS Suite (Word, Excel, Outlook, and PowerPoint).
• Proficiency leveraging AI to increase accuracy and efficiency
• Project Management training through PMI is an asset but not required
• University Degree or College Accreditation required

Worker Type Regular

Number Of Openings Available 1