Client Solutions Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a strategic support advisor, collaborating with key clients to design, optimize, and manage platform integrations and Funnel product workflows.

• Align platform functionalities with client business goals, promote the adoption of both existing and new product features, and address enterprise-level operational risks.

• Lead strategic advisory initiatives and operational assessments with client leadership.

• Create tailored product workflows and governance frameworks for major accounts.

• Analyze client processes and identify strategic actions to enhance platform ROI.

• Resolve escalated operational challenges impacting client retention and business continuity.

• Articulate root causes in straightforward terms and link technical aspects to client business implications.

• Develop scalable operational frameworks, change management plans, and best-practice guidelines.

• Diagnose intricate platform integration issues and formulate mitigation strategies.

• Coordinate remediation strategies across Product, Engineering, and client-facing teams during critical operational events.

• Assess when custom engineering solutions or workflow alternatives are strategically warranted.

• Create diagnostic frameworks, troubleshooting approaches, and models for knowledge governance.

• Design and supervise enablement, readiness, and technical skills frameworks for client operations teams.

• Author, manage, and enhance Client Operations SOPs and service escalation procedures.

• Lead or collaborate on cross-functional change management projects and client training programs.

• Encourage continuous improvement, learning, and collaboration throughout the organization.

• Undertake additional responsibilities as assigned and adjusted at the manager’s discretion.

⛳️ Requirements

• Experience in enterprise SaaS operations, management consulting, or managing complex technical accounts.

• High level of independent judgment and accountability, with a proven history of assessing business trade-offs and making operational decisions autonomously.

• Proven expertise in multi-system workflow design, enterprise integration governance, and aligning complex business processes with SaaS platform capabilities.

• Advanced ability to assess client business models, identify systemic operational challenges, and independently create comprehensive workflow solutions.

• Demonstrated success in partnering with C-suite and VP-level client executives to drive platform usage, operational change management, and alignment with client business objectives.

• Experience in authoring and implementing organizational standard operating procedures (SOPs), enablement frameworks, or governance for service escalation across cross-functional teams.

• Preferred: Background in SaaS, proptech, or the multifamily industry.

• Preferred: Knowledge of CRM platforms (e.g., Salesforce), Property Management System (PMS) integrations, or Internet Listing Services (ILS) workflows.

• Preferred: Experience in implementing continuous improvement within client operations or consulting settings.

• Preferred: Proficiency with business intelligence tools (e.g., Tableau, Looker, SQL) to assess operational health metrics, platform adoption trends, and client retention challenges.

• Preferred: Proven success in designing and scaling enterprise knowledge bases, customer operations playbooks, or cross-functional enablement training.

• Ability to perform all essential job functions, with or without reasonable accommodations.

• Willingness to travel up to 5%.

🏝️ Benefits

• Health insurance

• Dental and Vision insurance

• Company-paid Life/AD&D insurance

• Long-term Disability insurance

• Short-term Disability insurance

• Term Life insurance

• Flexible Spending Account (FSA)

• Health Savings Account (HSA)

• Retirement Plan - 2% company match

• Employee Assistance Program (EAP)

• Uncapped Discretionary Time Off

• Sick Leave

• 14 paid holidays

• One-time remote work stipend

• Employee recognition program

• Employee-led Groups (ELGs)

• Unlimited PTO

• Benefits that begin on your first day of employment