Application Consultant

Job Title: Application Consultant

Reporting To: Business Development Director / Chief Technology Officer

Location: Cape Town / Remote

Position Summary

Authentic Learning develops, implements and supports software solutions for education clients throughout Africa. The Application Consultant plays a key role in helping our customers successfully adopt and maximise the value of these solutions.

This is a customer-facing role that combines application support, customer enablement, product demonstrations and user training. Application Consultants become trusted advisors to customers by developing strong product expertise, understanding customer requirements, resolving application issues, and helping users confidently adopt new functionality. Application Consultants work closely with the Business Development team, supporting sales engagements with product demonstrations and providing customer insights that inform new business opportunities.

The role requires excellent communication skills, a strong customer focus, and the ability to explain both technical and functional concepts to audiences with varying levels of technical knowledge. Application Consultants also contribute to the ongoing improvement of our products, documentation and customer experience by providing valuable feedback from customer engagements.

Key Activities & Responsibilities

· Deliver engaging product demonstrations to prospective and existing customers.

· Support Business Development pre-sales activities, including product demonstrations, proposal input and identifying upsell or expansion opportunities within existing accounts.

· Assist with customer onboarding and implementation activities where required.

· Plan and facilitate application training for administrators, staff and end users.

· Provide application support to customers via telephone, email, remote sessions and other support channels.

· Promote product best practices and assist customers in adopting new functionality.

· Record, manage and update support cases accurately using company and partner support systems.

· Meet or exceed agreed service level agreements (SLAs) and customer service standards.

· Escalate issues appropriately while maintaining ownership of customer communication.

· Create and maintain user guides, knowledge base articles, training material and other customer resources.

· Contribute to the continuous improvement of internal processes, documentation and customer support practices.

· Provide structured feedback to product management and development teams based on customer experience.

· Maintain current knowledge of assigned products, technologies and education sector trends.

· Proactively monitors partner release notes, roadmap announcements and briefings and, when applicable, cascades relevant developments to the internal team and customers.

· Identifies and shares opportunities where new partner functionality or industry developments could benefit customers or create commercial opportunities, presented to the Business Development and product teams.

Knowledge, Skills & Competencies

Communication & Presentation: Excellent written and verbal communication skills with the ability to explain complex concepts clearly and confidently. Comfortable presenting software demonstrations, facilitating training sessions and communicating with both technical and non-technical audiences.

Customer Focus: Builds positive long-term customer relationships through professionalism, responsiveness and a genuine commitment to customer success.

Training & Facilitation: Able to design and deliver effective training sessions and demonstrations that engage participants and accommodate different learning styles.

Product Expertise: Develops and maintains a comprehensive understanding of assigned products, their functionality, configuration options and best practices.

Technical Competence: Possesses a sound understanding of the technologies supporting the products being delivered and can investigate technical issues where appropriate.

Time Management: Effectively manages competing priorities while maintaining high levels of responsiveness and quality.

Continuous Improvement: Actively identifies opportunities to improve products, documentation, customer training and internal processes.

Industry & Technology Awareness: Proactively maintains a current understanding of the education sector, partner technology roadmaps, industry trends and internal product developments. Takes personal ownership of staying ahead of new releases and functionality rather than waiting to be briefed.

Collaboration: Builds effective working relationships with internal stakeholders, particularly Business Development, translating customer knowledge into commercial value.

Experience & Qualifications

· Batchelors degree or equivalent qualification.

· Relevant tertiary qualification or equivalent industry experience.

· Relevant technical or product certifications are advantageous.

· Two to five years' experience in application support, software consulting, customer success or product implementation.

· Experience delivering software demonstrations or customer training is advantageous.

· Experience with specialist education sector software such as LMS, SIS, plagiarism detection, assessment, and others.

Other Requirements

· Standard business hours are normally observed; occasional after-hours work may be required.

· Occasional travel to customer sites may be required.

· Ability to work effectively in both remote and customer-facing environments.

Key Performance Indicators

The following key performance indicators are used to measure success in the Application Consultant role:

· Meets or exceeds agreed support service levels.

· Meets or exceeds customer satisfaction targets.

· Delivers high-quality customer training sessions.

· Delivers effective product demonstrations.

· Maintains accurate and timely support case records.

· Completes all partner training and certification requirements.

· Produces and maintains high-quality customer documentation and training resources.

Completes at least one continuous improvement initiatives per quarter, including activities such as:

· Improving support processes

· Creating or enhancing customer documentation

· Developing training materials

· Delivering internal knowledge-sharing sessions

· Identifying product improvement opportunities

· Meets other objectives agreed with management.

Pay: R400 000,00 - R500 000,00 per year

Work Location: Remote