Services Administrator (SA)

1. Job Description

The SA is a 100% remote role as a front-line expert working with Fast Lane’s customers, sales teams, SMEs, PLMs, development, and delivery teams in defining customer solutions.

The candidate that will have the best fit into the SA role will have experience in design and development of business solutions built from various training and technical offerings. The SA will design client solutions with currently available technologies and take responsibility for the quality of the solution as well as presenting it.

The SA will support sales to educate customers on specific service options. The SA is expected to be a trusted advisor that overcomes concerns that the customer has in selecting Fast Lane as their service provider.

Finally, the SA is charged with interacting with the PLM, BDM, and senior business unit leaders where the SA presents customer needs and proposed product changes that help maintain Fast Lane’s solutions as the superior solution.

2. Pre-Sales, Commercial & Contractual Expertise

  • Advocate and actively promote the inclusion and positioning of professional services (PS) into wider sales engagements. Identify, address, or create methodologies to increase the adoption of PS as a sales technique to gain customer trust.
  • Collaborate with sales teams, program/project managers, technical consultants, partners, and extended cross-functional teams during presales and project delivery to ensure timely delivery and awareness of potential problems, or risk requiring resolution or mitigation.
  • Utilize and improve current modeling tools in the effort of delivering a sound financial and technical proposal inclusive of managed services and PS as the means to help expand Fast Lane value to the customer.
  • Creates and presents proposals, deliverables, and solutions to customer whether independently, or in collaboration with the Development or Operations teams.
  • Applies skillful negotiation of commercial arrangements with others (both internal and external) to achieve desired results to meet customer needs within agreed commercial constraints.
  • Source of expertise in SOW generation and negotiation, including the commercialization of risk, ensuring that a mutually agreeable SOW exists between Fast Lane and its customers, which clearly defines the scope and outcomes of the engagements, and is produced in a timely fashion enabling resource forecasting.

3. Duties & Responsibilities

  • Liaise with clients and business representatives to understand the needs of business.
  • Liaise with other professionals to design service and training solutions for businesses and clients.
  • Ensure compliance to good instructional design in the implementation of projects.
  • Provide solution guidance to the project team.
  • Ensure a clean handoff to the delivery or project team on signature of the SOW.
  • Investigation of market trends and services and incorporate findings into Fast Lane client solutions.
  • Work with partners to define capabilities and integrate partner solutions into the Fast Lane client solution.
  • Stay engaged with BDM and sales teams to ensure they understand when and how to engage the SA role and services.
  • Review the proposal of vendors and suppliers to ensure that quality inputs are delivered at the least possible cost.
  • Identify and mitigate existing business risk, or risks associated with solution tailoring.
  • Ensuring compliance with vendor contracts.
  • Supporting BDM and sales in closing opportunities (technical support).
  • Monitoring quality assurance metrics for overall customer satisfaction and delivery performance.

4. Innovation and SLM

  • Collecting data for business cases for proposed new services.
  • Performing services implementation planning, communication, and collaboration with Operations, Marketing, BDM, Sales, and WW lab teams.
  • Working closely with Marketing to create services marketing campaigns, define services value statement and develop services marketing copy.
  • Supporting sales teams by assisting with the definition/delivery of custom projects and acting in a sales engineering and support role for associated services.
  • Providing services training to sales and partners.

5. Required Experience

  • Bachelor’s degree, preferably in computer science, instructional design, business, or related courseware.
  • Minimum of 5 years’ experience or equivalent in a technical training capacity, preferably for a large enterprise such as Red Hat, IBM, or similar.
  • Ability to self-direct as this position is remote and ever-changing; individual must be comfortable using remote technology such as Microsoft Teams and Cisco Webex.
  • Collaborative spirit: the Services team is tightly integrated and engages with different customers and departments daily, so communication skills are essential.
  • Candidate must reside in North America.

6. Fast Lane Benefits

  • Medical, Dental, Vision, Disability, Life Insurance, 401K Plan.
  • Paid Holidays and PTO.


Interested in working at Fast Lane / Directions Training?

We would be happy to review your resume.

Please contact us at michelle.carpenter@fastlaneus.com.