WHAT YOU'LL DO
BCG GAMMA accelerates clients’ speed to insights through premium software and data solutions. We define and develop products to deliver unique offerings and services that redefine the client experience in a rapidly evolving digital landscape.
We are designers, data engineers, data scientists, product managers, and software technologists aligned around a common goal to extend and amplify BCG’s consulting impact through powerful digital solutions.
This individual will be working with 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 join the Software delivery team in the Product Delivery & Support - function to support the implementation and maintenance of these products for our clients.
The person in the Senior Solution Analyst role will play a critical role in delivering and supporting BCG’s client-facing strategic workforce planning product, SWP by BCG.
Candidates should possess an entrepreneurial drive and have demonstrated experience in client service.
The main responsibility will be working directly with client teams and consulting teams, plus plus support strategic business initiatives, and advanced capability & functionality building for the internal team, taking direction from senior business leaders managing the product and senior stakeholders in the relevant PA(s).
Works together with BCG consulting teams and clients to understand client's processes, business requirements, and data structure / challenges
Building a deep understanding of BCG topic methodology (SWP) and is able to proactively apply methodology in a given situation
Onboard & train clients and project teams on the product.
Configure and set up the software to client's needs.
Looks for opportunities to continuously improve our services and offering
Responds to client inquiries and requests : Troubleshooting, software configurations, service issues
Works closely with Senior solution delivery members, BCG case teams, client's business users and IT team to enable them to roll out, operate, monitor, and maintain the application
Documents, tracks, and monitors application's bugs, problems, and issues to ensure timely resolution
YOU'RE GOOD AT
Providing targeted support to case teams / clients
Acts as the main point of contact for multiple subscription clients. Maintain client satisfaction & Promotes Customer Loyalty
Builds Trust and Transparency with Clients, and act as customer advocate within the product team.
Owns product delivery and works with case & clients teams in delivering SWP over the complete life cycle. Including tool configurations as well as setting and managing client expectations
Works together with the BCG case team, BCG’s clients, and SWP Topic experts to understand client's processes, business requirements, and delivery program specifics requirements
Support SWP projects : ability to manage complex client situations and lead resolution towards mutual success and partnership
Delivers positive outcomes for client stakeholders through proactive communication, orchestration of the right internal resources.
Supports workshops with clients & BCG case teams as needed during the delivery program
Introduce new releases / features to the clients, while ensuring clients maximize value from the product use.
Supports broader commercial agenda of the solution
Represents SWP internally and externally including client demos, presentations at topic area meetings and similar forums, etc.
Builds 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 SWP and create further staffing opportunities
Provides post-case support and counsel as part of overall solution service model
Supports business development efforts through strong awareness of client needs & demonstrated expertise in the solution
Works 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
YOU BRING (EXPERIENCE & QUALIFICATIONS)
Bachelor’s degree in engineering, mathematics or other related field required; advanced Degree preferred
SaaS experience of about 4-6 years in a client service environment required, ideally in the consulting industry.
Deep data analytics skills & capability with solid problem-solving approach to "connect the dots" through leveraging data analytics tools (Excel, SQL, Tableau) with no / minimal supervision from senior colleagues for case / client support work or for product implementation
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 etc)
Experience in software configuration / setup / admin experience is a nice to have
Deliver ad-hoc requests from case or proposal teams to leverage (benchmarking, market insights, internal / external) data / databases (with no / very limited senior guidance)
Entrepreneurial drive and demonstrated ability to achieve stretch goals in an innovative and fast-paced environment
Good to have :
Exposure & knowledge of setting up data transformation tool / pipelines.
Proficient German Speaker.
Client Success team
Reporting & Data Analytics team
Product and Infra Support team
Helpdesk Team
Product engineering teams
Delivery and product leadership
