INRY is an Elite ServiceNow partner and one of America's fastest-growing companies (recognized in INC 5000, Financial Times).

As a leading ServiceNow partner for over ten years, we have been closely aligned with ServiceNow in every step of their growth. As a Design partner, we helped build the product and drove success at over 200 customers like General Mills, Dollar General, Western Union, Sallie Mae, SCL Health, and more. Our success is built on delivering customer value and high operational excellence.

We are looking to add to our HR and employee experience functional strength to continue to drive our growth through continued customer success.

Our Product and Customer Success (PCS) Consultant role is a strategic cornerstone to our growth engine. We support our customers in their digital transformation needs by crafting solutions to deliver the value of our customers' investments in the ServiceNow platform.

• Product Management: The Consultant will be responsible for understanding the features offered by the product to demonstrate value to the customers and work with the technical delivery team to ensure that the implementation follows industry-standard best practices. The Consultant will also work hand in hand with Marketing, Sales to define offering, packaging, and evolution.
• Customer Success: The Consultant will be responsible for guiding customer success through all stages, starting from helping the customer select the right solution, helping build the roadmap, and providing functional alignment through project and post-delivery.

If you are or have been an HR Project Manager, HR Analyst, HRIS Analyst, Architect, or Product Manager, you would be ideally positioned to take on this role. Functional or project knowledge within Human Capital or HR Service Delivery space will be a great addition.

What do you get to do?

In the Customer Success role, you will

• Act as a trusted advisor to the customer rapport through expertise, credibility, and continued learning of INRY and ServiceNow.
• Work closely with the customer during the buying process to understand the business objectives and demonstrate INRY's solution offering to define a roadmap for the customer.
• Work with the Sales team and Delivery to ensure a successful kick-off to the project.
• Act as "voice of the customer" and represent customer interests in INRY internal project delivery cycle, including configurations, user acceptance, and post-go-live.
• Act as an industry expert by assimilating knowledge across projects and sharing it with customer process owners, stakeholders, and delivery teams to help the team get better with each experience.
• Work closely with the customer post-implementation to ensure adoption, define ROI, redefine the initial roadmap, and develop an execution plan for future phases.
• Work closely with field sales/presales team to define account strategy, pipeline plans, and manage sales cycle to gain efficiency and drive presales effectiveness.
• Work with the INRY marketing team to document customer success. Help the customer share their success internally to promote organizational change. Help INRY's extended team (Sales, Delivery, Marketing) learn from the success.

We have identified types of customers and projects where INRY can be successful. We have documented repeatable solutions and an approach to generate repeatable success. INRY has a robust onboarding process to guide you through our internal content, methodology, and strong operational practices that will help you leverage your past background.

In the Product Success role, you will

• Learn ServiceNow product features through formal learning and build and maintain a network of resources within ServiceNow product, sales, and partner (ACE) teams.
• Participate in formal and informal Product Advisory Council with ServiceNow and be the voice of the customer/partner for product improvements.
• Collaborate with the Product Marketing and Strategy team to support lead generation activities and generate product collateral to support the INRY sales effort.
• Assist the marketing and strategy team by providing data to create collateral for enablement and solution offerings.
• Attend Industry training, learning conferences, and other external forums based on personal growth plans.
• Allocate time to work on INRY learning, ServiceNow learning, certifications, on-demand learning, and other industry learning based on personal and professional growth plans.

Skills that will make you successful in this role

• Experience performing the role of HRIS/Product Analysts, been part of internal HR functions or technology implementations.
• Experience with HRSM/HRIS/HCM platforms like SAP, Workday, Infor/Lawson, SuccessFactors, Oracle HCM, Ultimate Software, or any similar product, or have previous experience with HRSD products like BMC Remedy, Zendesk, Neocase, Siebel, or any similar product, or any other Service Delivery product.
• Proven history of successfully working effectively with cross-functional teams.
• Good problem-solving skills and communication skills to present technology as business solutions, good business sense, and relationship-building skills.
• Willingness to learn and grow with INRY project experience and ServiceNow product knowledge in a fast-growing environment.

While INRY is primarily a technology implementation partner, this role does not require any deep technology skills. This role is a bridge between the customer's functional teams and the INRY project team. Your functional HR knowledge will be supported by robust INRY processes and consulting content to help you be successful in this role.

Job requirements:

• Willingness and ability to be on the cutting edge of enterprise implementation revolution with the new cloud technologies.
• Any higher education qualification with sufficient years of work experience to demonstrate proven industry experience in the field of process and technology.
• Willingness and ability to work from home and with global INRY teams and distributed customer teams.
• Flexibility to travel when it is safe to do so. Travel is typically short-day trips for relationship building, and most of the team traveled less than 20% pre-pandemic.