Responsibilities and Outcomes
Mass Ingenuity’s Senior Consultant is responsible for creating and maintaining an exceptional customer experience for state agency clients, ranging from the executive level to the front-line individual contributor. Key activities for this role include delivering complex consulting services, facilitating diverse groups, building large-scale performance management measures, training, and coaching. Consulting engagements are an on-ramp to Results Software, which both codifies and solidifies the organization’s commitment to enterprise performance management.
This role requires a balanced approach to “people, process, and technology,” because the Results Management System and Software integrates all three elements in the transformation process. In addition, account management, revenue generation, and business development support are vital aspects to success in the role of Senior Consultant.
Client Engagement - Prepare & Facilitate Sessions (50%)
Mass Ingenuity’s delivery model requires consultants to operate primarily as process experts and facilitators (rather than primarily as subject matter experts). They support delivery by preparing leaders for and facilitating regularly scheduled client work sessions often spanning multiple months in order to customize and install the Results Management System.
Senior Consultants must be proficient at whole systems thinking, process improvement, data-driven problem solving, breakthrough thinking, organization development methods, and operational excellence concepts.
Our consultants must demonstrate best practices for facilitation, including managing team dynamics, conflicts, prioritization, group decision-making, and change management.
Consultants must ensure that the atmosphere is participant-centered, safe, open, and candid. Consultants support teams in assuming positive intentions, checking perceptions, testing assumptions, and exploring new paradigms. They support the group in having balanced participation so that all voices are heard.
Consultants become a trusted advisor to all team members and are easily accessible to them.
Our consultants partner with the executive sponsor and leadership team to implement change management best practices and tools in order to plan, implement, and reinforce the changes required for the long-term success of the Results Management System.
Performance Management Measures and Customer Results (20%)
Utilize Results Software cloud-based application to capture, manage, and leverage client’s performance data for outcome measures (lagging indicators), process measures (leading indicators), and breakthrough initiatives. (Mass Ingenuity will provide training and job aids.)
Provide basic Results Software training to customer user groups regarding how to navigate the platform, how to set up measures and project information, how to add data and how to adjust measure performance parameters as needed.
Act as liaison between the client and MI’s product management team to create client results summaries and powerful data visualizations to be used in client’s regular business reviews and decision making and prioritization processes
Account Management and Customer Experience (20%)
Senior consultants will be responsible for the delivery of a consistent and high-caliber customer experience beginning with supporting the sales process and through Results Management System implementation.
Continuously gather customer feedback, adjust delivery work plans as needed, and ensure that specific outcomes are consistently met.
Coordinate with external strategic partners and consultants to ensure seamless delivery.
Balance the customer experience with company’s financial and reputational needs through outstanding account management.
Maximize efficient and effective delivery utilization in order to maximize company revenue and client results.
Partner with leadership and team members to improve the Results Management System and Software including existing tools, products, and services in order to enhance the customer experience, accelerate their results, and to expand company growth.
Business Development (10%)
Collaborate with peers and company leadership to build new business both with existing and new state agencies focused on the three company revenue streams listed above.
Consultants will build upon and strengthen relationships with strategic partners.
Competencies and Requirements
10+ years of experience delivering complex professional management consulting services
Diverse and well-rounded individual with a strong knowledge of and experience applying organization development concepts and methods, change management, and leadership development
Strong experience leading data-driven root cause analysis process improvement projects and ability to articulate specific demonstrated results
Adept at project management best practices and tools
Experienced in cultivating leadership competencies in self and others
Effective communicator with excellent listening and influencing skills and articulate speaker
Credibility with senior executives and able to quickly build trust and rapport
Experience working with entrepreneurial executives in a team-based, high-growth environment
Works well in a culture which values integrity, collaboration, and accountability
Action oriented: quick study who takes independent action/self-driven, is passionate, demonstrates initiative, takes ownership, has a high sense of urgency, and responsiveness
Flexible and adaptable problem solver who works well under pressure and tight timelines
Balances attention to detail with the big picture (both tactical and strategic)
Professional, gracious, resilient individual who exercises strong emotional maturity and judgment
Will be an outstanding “cultural ambassador” who embodies company values and brand
Proficient with Microsoft Office products (Word, PowerPoint, and Excel)
Web-based applications such as Google Apps
Able to use graphics to build comprehension and support change management efforts
Best practice Lean and organization development tools and methods
Background and Education
10+ years experience in leadership roles
Key attributes include
General management, project management, organizational development and/or Lean process improvement background
Prior consulting experience a plus but not required
Applied use of Lean process improvement tools
Certification in the Prosci® ADKAR® change management methodology strongly desired
Bachelor’s degree required and Masters preferred in business, organization development, or psychology related field