Senior Services Advisor | Customer Delivery Ops

Location: Brazil

Position Overview

The Solution Advisory Group (SAG) Consultant is responsible for enabling commercially sound, accurate, and standardized scoping and estimation activities that support both software implementations and post-implementation service requests. This role works closely with Sales, Sales Engineering, and Professional Services delivery teams to translate customer requirements into clearly defined scopes, effort estimates, and Statements of Work (SOWs), ensuring alignment of expectations, reduced delivery risk, and efficient execution.

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Job Responsibilities

• Implementation Pre-Sales and Scoping
• Receive and analyze implementation requirements from the Sales organization, assessing products, workflows, regulatory considerations, and country-specific technical constraints.
• Validate and confirm customer requirements within a clearly defined functional and technical scope, identifying dependencies, constraints, risks, and success-critical elements.
• Translate Sales Engineering scope definitions into clear, accurate, and commercially viable project proposals.
• Prepare detailed effort and cost estimates, broken down by products, roles (including Project Management and technical teams), special activities, and hours, leveraging best practices and lessons learned from previous projects.
• Identify, document, and validate assumptions, dependencies, and considerations to be included in Statements of Work (SOWs).
• Ensure SOWs clearly define scope, deliverables, responsibilities, exclusions, and service conditions, aligned with approved estimates.

Service Request Estimation

• Serve as the single point of intake and evaluation for estimation requests related to changes on implemented products.
• Provide timely, high-level effort and cost estimates to support rapid customer response and efficient approval processes.
• Ensure estimation accuracy by leveraging historical data, comparable use cases, and prior implementations.
• Maintain clear scope definitions to reduce ambiguity, rework, and downstream delivery disputes.
• Support hour consumption management by providing reliable estimates for approved service requests.

Standardization and Continuous Improvement

• Promote standardization of analysis, estimation, and documentation processes across implementations and service requests.
• Contribute to continuous improvement of templates, estimation criteria, and best practices to increase accuracy, efficiency, and quality.
• Apply a pragmatic, experience-based approach to estimation, avoiding unnecessary deep technical analysis during the pre-sales and estimation phases.

Collaboration and Communication

• Work closely with Sales, Sales Engineering, Project Managers, and Professional Services delivery teams to align expectations and ensure smooth project transitions.
• Provide clear and regular updates to internal stakeholders regarding scope, assumptions, and estimation outcomes.

Organizational Alignment

Reports to: Senior Manager, Services Advisory

Skills Required

• Bachelor’s degree or equivalent professional experience.
• Required languages: Professional proficiency in English and Portuguese (written and verbal).
• Experience in a software or professional services environment, preferably supporting enterprise or compliance-related solutions.
• Strong analytical skills with the ability to translate business and technical requirements into clear scopes and estimates.
• Proven ability to manage multiple concurrent requests and priorities effectively.
• Excellent written and verbal communication skills.
• Strong organizational, time management, and decision-making capabilities.

Nice to Have

• Experience working with Salesforce (CRM usage for opportunity, scoping, or services-related workflows).
• Experience with SAP.