Role purposeLeads complex functional and technical workstreams and advises customers on how to convert business priorities into scalable solutions and measurable outcomes. Operates independently in ambiguity, provides delivery assurance, and is recognized for deeper expertise in either business/industry consulting or technical/integration delivery.
What success looks like- Lead discovery, outcome definition, process design, solution design, architecture and integration workshops, and critical decision forums.
- Own solution quality across configuration, data, integrations, migration, identity, security, testing, cutover, adoption, and support transition.
- Challenge assumptions and low-value customization; present options, trade-offs, recommendations, and impacts to customer and internal leaders.
- Resolve complex issues and critical delivery scenarios; coordinate Product, Engineering, Support, partners, and customer technical teams.
- Review estimates, plans, designs, Statement of Work assumptions, change requests, quality gates, and readiness evidence.
- Coach consultants, lead knowledge reuse, support pre-sales and advisory conversations, and identify expansion opportunities tied to customer outcomes.
Hybrid consulting capability- Own the end-to-end connection between customer outcomes, business processes, product capabilities, data, integrations, migration, security, testing, adoption, and operational readiness.
- Maintain working capability across both functional and technical domains. Apply deeper expertise as either a business and industry SME or a technical and integration SME without becoming limited to that specialization.
- For a business/industry specialization: bring strong market understanding, cross-industry use cases, operating-model insight, process expertise, value framing, adoption, and outcome design beyond product features.
- For a technical/integration specialization: solve complex architecture, integration, data, migration, identity, performance, security, troubleshooting, and critical delivery scenarios.
- Translate between executives, business owners, administrators, architects, developers, partners, and delivery teams using clear, outcome-oriented language.
- Apply advanced business, market, and industry knowledge to shape outcomes, solution options, operating-model recommendations, and cross-workstream decisions.}
- Analyze changing priorities, market or regulatory considerations, product constraints, dependencies, and readiness signals to dynamically reshape solution and workstream plans.
- Lead consulting delivery across Enterprise, Mid-Market, and Small Business customers, selecting the appropriate balance of standardization, advisory depth, technical complexity, governance, pace, and enablement.
- Create reusable industry use cases, segment-specific patterns, integration and migration approaches, and consulting assets.
Outcome-based delivery and time-to-value- Begin with measurable customer outcomes and critical use cases, then define success measures, assumptions, evidence, dependencies, and acceptance criteria.
- Prioritize the minimum viable path to value, challenge avoidable complexity, sequence dependencies, and recommend standardization over unnecessary customization.
- Track value, adoption, readiness, quality, and delivery indicators throughout the engagement, not only at go-live.
- Surface risks early, explain trade-offs, drive decisions, and use formal change control where scope or value expectations change.
AI capabilities and responsible use- Use approved AI and automation to improve discovery, requirements synthesis, solution analysis, documentation, testing, status insight, issue investigation, and knowledge reuse.
- Identify practical AI-enabled customer use cases and connect them to business value, operating change, adoption, governance, and measurable outcomes.
- Validate AI outputs for accuracy, bias, confidentiality, security, intellectual property, and customer context; retain human accountability for decisions.
- Continuously identify repeatable delivery activities that can be automated or converted into reusable consulting assets.
Core capabilities- Consultative discovery, workshop facilitation, structured problem solving, executive communication, negotiation, and decision support.
- Business process analysis, requirements engineering, value realization, change management, adoption planning, and industry awareness.
- Enterprise SaaS architecture, integrations, APIs, data mapping, migration, identity, security, reporting, testing, cutover, and support transition.
- Commercial awareness across scope, estimates, Statement of Work, assumptions, utilization, margin, change control, and expansion opportunities.
- Collaboration across Sales, Success, Product, Engineering, Support, Cloud Operations, partners, and customer teams.
- Applied business acumen, market awareness, and industry knowledge, with the ability to translate context into customer outcomes, solution choices, dynamic plans, risk responses, and value decisions.
- Ability to consult across Enterprise, Mid-Market, and Small Business segments and calibrate the approach to customer scale, complexity, maturity, pace, and enablement needs.
Experience and qualifications- Typically 6+ years in enterprise SaaS or product-company consulting and implementation, including leadership of complex customer workstreams.
- Demonstrated experience applying business, market, and industry knowledge to solution design, customer decisions, dynamic planning, risk management, adoption, and value realization.
- Experience combining business and functional consulting with complex technical delivery across architecture, integrations, data, migration, identity, security, testing, cutover, and release readiness.
- Experience delivering across Enterprise, Mid-Market, and Small Business segments, or adapting consulting methods to customer scale, complexity, maturity, and pace.
- Experience with HCM, learning, talent, workforce, HR technology, or adjacent enterprise platforms is preferred.
- Bachelor's degree or equivalent practical experience; relevant product, cloud, integration, data, agile, change, or consulting certifications are preferred.
Level expectations- Independently leads complex, ambiguous, and cross-functional workstreams.
- Makes recommendations that shape solution and delivery decisions.
- Demonstrates recognized SME depth in business/industry or technical/integration work, with credible breadth in the other domain.
- Coaches consultants and improves methods, quality, and reusable IP.
Measures of success- Achievement of customer outcomes, adoption, value realization, Customer Satisfaction, and business objectives across complex and cross-functional workstreams.
- Acceleration of time-to-value through solution optimization, proactive dependency management, and delivery leadership.
- Trusted advisor status with customer stakeholders, demonstrated through high customer confidence, strategic guidance, and successful resolution of complex risks and escalations.
- Contribution to consulting excellence through mentoring, reusable assets, best practices, responsible AI adoption, and continuous improvement initiatives.
- Demonstrated use of business, market, and industry insight to improve recommendation quality, planning agility, risk anticipation, adoption, and value realization.
- Effective consulting delivery across Enterprise, Mid-Market, and Small Business segments, demonstrated through context-
- appropriate methods, customer confidence, quality, and sustainable outcomes.
