Subject Matter Expert
Job Description
The Subject Matter Expert (SME) serves as the primary operational expert supporting Implementation Project Managers (IPMs) with complex projects, Go-Back cases, exceptions, and escalations. This role ensures adherence to implementation processes, validates project execution, manages project and case queues, and prioritizes work based on customer impact, urgency, and SLA requirements. The SME is responsible for monitoring operational performance, identifying risks, driving continuous improvement initiatives, and partnering with cross-functional teams to optimize customer experience and successful project delivery.
Key Responsibilities
• Provide subject matter expertise, guidance, and escalation support to IPMs handling complex implementations, exceptions, and customer escalations.
• Manage and prioritize Implementation Project and Case queues, ensuring timely resolution and compliance with SLA commitments while maintaining backlog health.
• Monitor key performance metrics including CSAT, DSAT, Cycle Time, BTFS, order accuracy, installation readiness, and project delivery outcomes; identify trends, risks, and improvement opportunities.
• Conduct reviews of customer dissatisfaction cases, recurring operational gaps, and process exceptions, driving corrective actions and preventive solutions.
• Collaborate with cross-functional teams to resolve project blockers, optimize workflows, and improve implementation effectiveness.
• Deliver coaching and process guidance to IPMs, promoting process compliance, execution consistency, and an enhanced customer experience.
Requirements
Function: Customer Service
Experience Level: Associate