The NAS Workforce Management HCM Service Consultant is the primary contact for designated number of clients providing service, product (either Enterprise eTIME, Vantage Time, Workforce Manager, WFN Essential, TimeSaver) and technical expertise using service management tools such as Siebel CRM/CEH, and Microsoft Office to deliver exceptional service to National Account Clients. Provides functional and technical support to an assigned base of National Account clients, which requires advanced product knowledge and technical expertise. Builds strong relationships with key client contacts providing guidance on best practices and industry trends. Provides ongoing consultative insight on methods which will enable clients to streamline processes and maximize usage of available system functionality. Leads and or assist with periodic Proactive reviews designed to assess a clients usage of the system, current pain-points and inefficiencies with the system setup and configuration. Manages a high volume of client related issues on a day-to-day basis ranging in degree of complexity, prioritizing, diagnosing, troubleshooting, documenting, and resolving reported issues within established service guidelines. Maintains open lines of communication with internal business partners to ensure tight coordination on issues requiring cross-functional support and collaboration. Monitors and updates internal systems with information regarding Client Health and actions being taken to remediate issues. Serves as the client advocate and is accountable for a clients overall satisfaction with the platform and services. Fluent in English (verbal and written) Proficient in PC navigation and Knowledgeable in use of Microsoft Office Tools Progressing knowledge of HCM WFM Products and Processes Understands and is capable of troubleshooting client issues effectively and efficiently. Demonstrate experience in client support for technical software application. Ability to effectively communicate with both internal and external partners. Must have high level of responsibility to own clients issues and inquiries. Solid technical foundation to provide support for any standard business application. Minimum 1-year experience in logical troubleshooting, problem solving, and following established escalation process. Ability to manage time and prioritize multiple client issues, inquiries, projects and scheduled meetings effectively. Proficient in call handling.

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