Description

Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both.

The Team Lead, Consulting is a player-coach who will work with their team and customers to implement successful projects. The Consulting Team Lead will maximize impact by providing oversight, support, and guidance on project work, while supporting on-going professional development of their team. They will also act as key pillars in the department to enforce operationalizing change.

You’ll get to work with a passionate, proactive team who will support you to be successful as you grow professionally. You’ll collaborate daily and your voice will contribute to a great organization (that’s us by the way!)

About Resolver:

Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.

We are ambitious in both our mission and our culture. As a business within Kroll, we offer an innovative, non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada’s Great Places to Work seven years in a row!

Your day to day - let's break it down!

Project Delivery (40%)
Measures of success: Customer feedback (NPS, references), peer feedback, Utilization of 40% (depending on number of reports); and project margin

• Enable customers to take maximum advantage of our software by leading and participating in the delivery of customer-centric software implementations, including:
  • Project Management: establishing a shared vision of success during project initiation by ensuring alignment on project scope, delivery approach, task ownership, and work outputs (deliverables); controlling project scope, schedule, budget, and risk while closely managing customer expectations to ensure a successful outcome; leading regular project-based discussions with customers and internal teams to review work plans, risks, actions, issues, and decisions to drive projects to completion and minimize the implementation’s time to value
  • Business Analysis: soliciting and documenting customer functional and technical requirements .
  • Consultation: educating customers on what will be required from them for the implementation to be successful; developing design alternatives, producing work estimates, identifying recommendations, and securing agreement on designs that satisfy project success factors and reflect industry and software best practices
  • Configuration: configuring the software based on the solution design and performing quality assurance to minimize rework
  • Training: designing and delivering administrator, train the trainer, and end-user training sessions, and authoring training materials as required (including documents, slide shows, videos, etc.)

Team Enablement and Coaching (25%)
Measures of Success: Team engagement & eNPS, team retention and services efficiency.

• Support adherence to best-in-class implementation methodology through proactive coaching and quality assurance of project deliverables, improving upon what is currently in place
• Enable best practices specific to the domain which will facilitate exceptional customer relationships and overall experience
• Review design documentation & configuration architecture on projects to ensure best practices related to both performance and customer needs
• Provide regular one-on-one feedback with the goal of improving performance while proactively seeking opportunities to celebrate wins within the team

Team Resourcing (15%)
Measures of success: Consultant time tracking, EAC, due date accuracy, and creation of consultant forecasts, deployment satisfaction, project margin, project duration

• Drive utilization, EAC & margin targets with individual consultants while managing an overall team view s
• Ensure consulting team has completed weekly and monthly services administration activities with an eye for continuous improvement
• Own the accuracy of resourcing, time tracking, EAC updates, and due date updates of consultants
• Maintain Consulting Team resourcing forecast and planning by proactively partnering with Operations Manager
• Coach the team in the achievement of KRs and personal performance objectives.

Team Building and Development (10%)
Measures of success: Team results, completion of individual learning plans, internal career progression, team eNPS

• Partner with the Talent Team on applicable hiring decisions as an active part of the hiring process
• On-board new team members to maximize time-to-productivity
• Performance management of team members including conducting the QPC process and the compensation review process
• Support career development and on-going growth of team members.

• Partner with CX Leadership to support the continued growth of the CX Team with a particular emphasis on the growth of the Package Portfolio include:
  • Sales Support: Support the Sales team to close new opportunities; proactively engage with Presales to improve SOWs and reduce related sales friction.
  • Product: partner with the Product to continually improve our base application with the goal of developing a high quality and easily deployable product
  • CX: leverage deep understanding of customer realities; share customer insights and experiences for improved customer understanding and the optimization of customer experience

People who Excel:

• Proven aptitude for managing escalations through proactive communication, negotiation and creative problem solving
• Strong analytical acumen and eye for making recommendations with data insights
• Strong operational savvy and ability to drive process adherence within team
• Experience in managing resourcing and capacity planning within the team and in partnership with sales leadership
• Experience partnering with internal stakeholders and engaging in candid feedback to drive achievement of shared goals (eg., Product, Presales, Customer Success)
• Experience with delivering on a customer-centric approach in order to support solving near and long-term outcomes for the wider business
• Exceptional communication skills at a range of customer levels
• Experience with development training tools (employee and customer) an asset

What we’ll give you in return:

Resolver is one of Canada's Great Workplaces. Culture isn't just something we write about (although we do), we live our values and challenge each other to be our best selves. We invest in Resolverites who will grow with us. Here’s how we do it:

• Health and Wellness Benefits: 100% paid by us for health and dental from day one. And our vision care is every 12 months! We also offer a wellness/fitness reimbursement, that can go towards things like gym memberships, yoga classes, soccer membership fees or a bike.
• Professional development: we have an external learning budget to help you grow and develop. We host a learning workshop about every 6 weeks on topics like Time Management, Self-Awareness and Giving Feedback; we also have e-learning to meet the needs of our remote team. We offer a Career Development Program to help you identify and build your skillsets for internal growth opportunities and beyond. We also have a Coaching Program for all our managers. We know how important it is to have a good boss, so we invest in their development.
• Vacation: it's open, which means we don't worry about an accrual clock. On average, we see most folks enjoying between 3-4 weeks off a year.
• Parental leave: Best-in-class top-up for new parents - 100% for 15 weeks new parents and 5 additional weeks of pregnancy leave for birth mothers.
• Flexibility & trust – While we are remote for now, we enable our team to create a work environment that will set them up for success. We hire adults and we trust you to manage your outcomes. Day-to-day, everyone is given the option to decide whether they want to work remote or in-office depending on the needs of their role.
• Back in the Office – If you choose to come into the office once we’re back, you will have access to snacks and beverages and in-office games like Switch, chess and ping-pong. We will be offering up lots of opportunity for team socials too, including the folks who are remote!
• The salary range for this role is $90,000 to $110,000

Interested?!

If you want to work in a highly collaborative environment and are committed to making a difference, we’d like to meet you. Click here to get the process rolling.

We truly appreciate all interest and will happily reply to qualified candidates.

Resolver is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please notify the applicable recruiter or contact us directly at careers@resolver.com

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