Commercial Banking Consultant

Backbase · Atlanta

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High level job description:

• Provide consultation to the bank on Treasury Management Implementations
• Support product feature mapping conversation and adaptability to business by providing [US Commercial Banking] expertise to Backbase customers and internally
• Support client on the configuration and process/workflow of the product 
• Assist the bank with their test plans and ensure test coverage.
• Collaborates with other project team members and organizational entities to identify and monitor issues, impacts and dependencies tied to implement the [US Commercial Banking] product for Backbase customers. 
• Prepares and conducts informal and formal presentations - as needed.
• Contributes to the implementation change management process 
• Supports with Production readiness and testing
• Assist client with issues raised during the testing cycle (both during and after Backbase implementation code completion)
• Support/ perform mapping session with the client to transfer data from the clients legacy system into the Backbase system

Day to day as Implementation Consultant:

Backbase Customer Consultant

As a Customer Consultant, you'll be the primary point of contact for clients, providing ongoing support and expertise. Your key responsibilities will include:

• Answering client questions: You'll need to promptly and accurately address inquiries, demonstrating a deep understanding of our products or services. This involves both providing information and troubleshooting issues.
• Offering solutions based on expertise: Beyond just answering questions, you'll proactively identify client needs and propose tailored solutions. This requires leveraging your knowledge to help clients optimize their use of our offerings and achieve their goals.
• Building strong relationships: You'll serve as a trusted advisor, building rapport and maintaining a positive, long-term relationship with each client. This involves understanding their unique challenges and acting as their advocate within the company.
• Providing ongoing support: Your role isn't just about one-off interactions. You'll be responsible for continuous engagement, checking in with clients, and ensuring their satisfaction and success over time.

Project Workflow and Management

The project process below outlines a clear and collaborative workflow within Services, from initial client discussions to the final management of tasks.

1. Initial Requirements & Planning

• Attend client meetings (as needed) to fully understand customer needs and initial requirements.
• Collaborate with the project team to review and align on client requirements.
• Provide industry insights and best practices to inform the project's direction.
• Contribute to solution brainstorming, offering input on potential solutions, strategies and approaches.

2. Requirements Refinement

• The Business Analyst (BA) leads refinement sessions, with the Implementation Consultant (IC) providing support and expertise.
• The BA and IC align on requirements and solutions before these sessions, ensuring a unified front when discussing with the client.

3. Request for Feature (RFF) Creation

• Assist in creating RFFs, which document client requirements.
• Project team members can create tickets in Jira to capture and explain specific client needs. Ensure Business value is captured.

4. RFF Management & Development

• Review RFFs against industry standards and best practices.
• Collaborate with the R&D team to refine RFFs, ensuring they align with our product roadmap and technical capabilities.
• Manage the progress of RFFs with R&D, acting as the primary liaison to ensure timely completion.
• Communicate all requirement updates or changes to the project team to maintain alignment and transparency.

5. Maintenance & Support

• Create or convert RFFs into maintenance tickets as needed to address ongoing client requirements or issues.

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