Application Consultant

On site

Cleckheaton, United kingdom

Freelance

07-05-2025

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Job Specifications

SGK is a global packaging and brand experience company. From idea to implementation, we deliver packaging solutions and brand experiences that give brands the freedom to speak louder, scale faster and grow stronger. We simplify marketing and amplify brands to deliver value. SGK is a Matthews International company.

Position Summary

As the primary contact for the customer, the Application Consultant is responsible for managing and nurturing the entire customer relationship. The main measure of success in this role is customer satisfaction, achieved through delivering tailored solutions that enhance the customer’s workflow — from initial product idea to market launch.

Job Responsibilities

Customer-Centered Solutions: Develop and deliver customized concepts based on customer requirements that align with WAVE’s capabilities. Ensure that customer expectations are transparent, achievable, and supported by effective processes within WAVE.
Implementation Support: Collaborate closely with the customer and internal configuration teams to ensure a seamless and customer-focused implementation of WAVE, ideally requiring little to no custom programming.
Process Integration: Lead the implementation to a point where all key stakeholders fully adopt WAVE as part of their daily routine. Confirm final acceptance from the customer within three months of go-live.
Sales and Service Expansion: Share responsibility for sales with the Sales team. Promote and sell extended services (e.g., training, enhancements) that deliver additional value and support customer process optimization.
Customer Communication: Maintain proactive, solution-oriented communication, especially during conflicts or technical issues. Support the technical team by managing customer updates and expectations.
Project Coordination: Coordinate design approvals, produce reliable user stories, and prepare suitable proposals. Assist in contract negotiations alongside 5Flow management and deliver basic user training when needed.
Quality Assurance: Monitor and analyse project scope and deliverables. Identify and flag deviations early and collaborate with internal teams or the customer to resolve them.
Customer Retention: Maintain strong, long-term relationships by consistently managing expectations and ensuring continuous information flow between the customer and internal teams.

PERFORMANCE INDICATORS

Successful implementation and customer adoption of WAVE
Timely system acceptance from customer (within 3 months post go-live)
Growth in extended service sales
Positive customer feedback and sustained satisfaction
Effective resolution and communication during issues or escalations

Additional Information

This job description is intended as a general guide and will be reviewed annually to reflect market changes and company developments.
A Skill Matrix is available for this role to help identify training needs and development goals.
The Application Consultant operates with autonomy but collaborates closely with configuration and support teams.
For clarification or further support, the employee should contact their designated manager.

Matthews International endeavors to make our employment website and application process accessible to all users and applicants. In doing so, Matthews International provides reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our Human Resource Team.

At Matthews International, what makes us different is what makes us great. We are proud to be an equal opportunity workplace. All employment is decided on the basis of qualifications, merit, and business need.

About the Company

At Matthews International, we believe in a world of inspired possibilities. We believe that taking pride in our past inspires growth for the future. And that we all have a responsibility to explore new ways of thinking, working and advancing our craft. Globally headquartered in Pittsburgh, Pennsylvania, Matthews International is home to a global network of employees operating in three distinct industries--SGK Brand Solutions, Memorialization and Industrial Technologies. We care deeply about what they do each day--because wh... Know more