Technical Project Consultant

RightAnswers delivers knowledge management, self-service, and knowledge base development tools to enable enterprise organizations to optimize their internal support and external customer service operations. Designed for internal support, the company’s flagship software – RightAnswers Unified Knowledge Suite – provides a platform to help organizations keep pace with their changing service and support needs while facilitating rapid problem resolution. For external customer service, Unified Knowledge Suite for Customer Service is a solution that offers knowledge-driven resources to deliver a consistent, multi-channel experience. RightAnswers solutions are utilized by more than 6 million users across hundreds of companies, including commercial enterprises, higher education institutions and government agencies.

This position calls for an experienced individual that has worked in a professional product development environment and has created solutions that improve the productivity of typical end users. The job entails development and delivery of java/jsp based solutions, management of customer project resources and project managers, and pre-sales assistance. This position will report directly to the Vice President of Professional Service as well as local India (Delhi) based sales/business development resources.

Project and pre-sales responsibilities include:

• Manage project kick-off meetings and the coordination of RightAnswers project team members
• Drive customers toward the adoption of best practices in the implementation of self service solutions
• Manage the hand-off of implemented projects to the post-implementation customer success team which will follow through to make a successful technical implementation a successful application deployment
• Participate in onsite and web based demonstrations as a technical and customer support process subject matter expert
• Assist in the achievement of sale team quotas through their participation in sales activities and be compensated accordingly for their achievement
• Technical resource to support sales and partner efforts as well as providing Product Management with client feedback and new ideas for product enhancement

• Customizing our software solutions to meet the requirements for both our clients’ end users and technical administrators.
• Implementing our solutions at the client site and provide administrators with an orientation on its functionality
• Working with clients in post-sales discussions to determine their requirements

• Four-year degree
• 3 or more years experience in a project management role, managing project plans and deliverables
• Minimum 3 years development experience with java/jsp
• Good communication skills are a MUST (verbal, written and in person)
• Solid experience in the sale and delivery of web technologies including JSP/ASP, XML, HTML, Portals, Web Servers, etc.
• Understanding of security technologies including but not limited to Integrated Windows Authentication, LDAP, SAML, Kerberos, etc.
• Experience working with medium and large customers on the planning and implementation of enterprise applications ranging in duration from 30 to 90 days
• Experience in customer support or service desk operations and help desk, CRM or knowledgebase applications is recommended
• Experience with Helpdesk products (i.e. Remedy, Computer Associates, Service-Now, HP), CRM Products (Salesforce.com, Siebel, Oracle, SAP) and search technology (Lucene) are a plus
• User interface design experience
• Willingness to travel (approximately 15%)

• Self-starter with proven experience and references that demonstrate the personality and skills necessary to manage one’s own time and quality of work
• Desire to work in a fast-paced, continually changing environment
• Ability to travel in one or two day increments to client sites for the fulfillment of sales and project management related responsibilities