Senior Solution Analyst – X Delivery Full Time

Boston Consulting Group
Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we work closely with clients to embrace a transformational approach aimed at benefiting all stakeholders-empowering organizations to grow, build sustainable competitive advantage, and drive positive societal impact.

Our diverse, global teams bring deep industry and functional expertise and a range of perspectives that question the status quo and spark change. BCG delivers solutions through leading-edge management consulting, technology and design, and corporate and digital ventures. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, fueled by the goal of helping our clients thrive and enabling them to make the world a better place.

BCG X

BCG X is the tech build & design unit of BCG. Turbocharging BCG’s deep industry and functional expertise, BCG X brings together advanced tech knowledge and ambitious entrepreneurship to help organizations enable innovation at scale. With nearly 3,000 technologists, scientists, programmers, engineers, and human-centered designers located across 80+ cities, BCG X builds and designs platforms and software to address the world’s most important challenges and opportunities. Teaming across our practices, and in close collaboration with our clients, our end-to-end global team unlocks new possibilities. Together we’re creating the bold and disruptive products, services, and businesses of tomorrow.

Practice Area Profile

What You’ll Do

As a Senior Solution Analyst, you will join the Software delivery team to support the implementation, roll-out and client success of industry agnostic tools developed and commercialized by BCG for clients and consulting teams. These products are geared towards large scale transformation at our clients and can span a variety of topics and technical stacks. You will play a critical role in delivering and supporting BCG’s client-facing products.

The main responsibility will be working directly with client teams and consulting teams, as well as supporting strategic business initiatives and capability & functionality building for the internal team, taking direction from senior business leaders managing the product and senior stakeholders in the relevant Practice Areas (PAs). You will:

• Work together with BCG consulting teams and clients to understand client’s processes, business requirements, and data structure / challenges.
• Build deep understanding of BCG’s products and solutions. Orchestrate the TALENTBUILDER implementation for your assigned projects.
• Onboard & train clients and project teams on the product.
• Introduce and evangelize product capabilities with BCG clients to ensure client success & satisfaction remains high.
• Configure and set up the software to client’s needs.
• Proactively identify opportunities to continuously improve our services and offering.
• Respond to client inquiries and requests including troubleshooting, software configurations, service issues, monthly catchups etc.

YOU’RE GOOD AT

The successful candidate will provide outstanding, targeted support to case teams and clients, for example through the following:

• Act as the main point of contact for multiple subscription clients. Maintain client satisfaction and promote customer loyalty through proactive communication and orchestration of resources to ascertain client success.
• Collaboration: Work together with the BCG case team, BCG’s clients, and TALENTBUILDER topic experts to understand client processes, business requirements, and delivery program specifics requirements.
• Stakeholder management: Build trust and transparency with clients, and act as customer advocate within the product team.
• Ownership of product delivery over the entire life cycle, starting with tool configurations as well as setting and managing client expectations.
• Ability to manage complex client situations and lead resolution towards mutual success and partnership.
• Facilitating and supporting workshops with clients & BCG case teams as needed during the delivery program.
• Ongoing partnership management, for example introducing new releases/features to clients, ensuring they maximize value from the product use.

Additionally, you will support the broader commercial agenda and long-term success of the product:

• Represent TALENTBUILDER internally and externally including client demos, presentations at topic area meetings and similar forums.
• Build deep client relationships to support positive future commercial outcomes for our major products/solutions and the larger BCG client service business.
• Build strong relationships with CT leadership, for them to be strong advocates for TALENTBUILDER and create further staffing opportunities.
• Provide post-case support and counsel as part of overall solution service model.
• Support business development efforts through strong awareness of client needs & demonstrated expertise in the solution.
• Work closely with the Product Leadership team, topic area team and key BCG stakeholders on proposal support and associated business development activities including strategic initiatives, advanced analytics, data/ AI capability building, and thought leadership incorporation into the product.

What You’ll Bring (Experience & Qualifications)

• Bachelor’s degree in engineering, mathematics or another related field required.
• 4+ years of SaaS experience in a client service environment, ideally in the consulting industry.
• Demonstrated experience in client-facing role, explaining and implementing complex software solutions to technical and non-technical audiences.
• Well-structured, able to prioritise and own parallel responsibilities.
• Deep data analytics skills & capability with solid problem-solving approach to “connect the dots” through leveraging data analytics tools (Excel, SQL or BI tool) with no/minimal supervision.
• Able to adapt communication style to multiple stakeholders and cultures as part of a global team and support product communications (demo, in PowerPoint and directly in proposal pitches).
• Ability to independently respond to ad-hoc requests leveraging data (e.g. benchmarking, market insights, analytics).
• Entrepreneurial drive and demonstrated ability to achieve stretch goals in an innovative and fast-paced environment.

NICE TO HAVE

• Experience in software configuration/setup/admin experience.
• Exposure & knowledge of setting up data transformation tool/pipelines.
• Advanced Degree.