Senior Solutions Consultant

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

📋 Description

• Lead the intake and discovery process for incoming configuration change requests.

• Define the project scope and distinguish between standard support and billable professional services.

• Take ownership of post-go-live configuration projects and prioritize execution backlogs for Configuration Specialists.

• Facilitate customer working sessions and discovery calls for intricate workflows.

• Manage project scope and guide customers towards best practices.

• Coordinate system upgrades three times annually for each customer.

• Oversee configuration maintenance and enablement of additional modules such as AI and dashboards.

• Conduct internal quality assurance of technical configurations.

• Lead user acceptance testing (UAT) for customers prior to deployment when applicable.

• Deliver specialized workstreams including expansion and upselling initiatives, data migrations, and system integrations.

• Manage and implement ongoing customer training programs.

• Keep the training hub current and updated.

• Analyze customer requirements and convert them into actionable project plans.

• Navigate internal dependencies, customer contingencies, and competing priorities effectively.

• Define and follow project schedules while managing priorities and mitigating risks.

• Collaborate with Configuration Specialists, Customer Success Managers, and Customer Support.

⛳️ Requirements

• 5-7 years of experience in professional services, managed services, process consulting, technical support, or business analyst roles.

• Experience in consulting, SaaS implementation, or sales (e.g., sales engineer) is preferred.

• Familiarity with business process optimization, workflow, and enterprise content management principles.

• Excellent attention to detail and strong organizational skills.

• Proficient in project management methodologies.

• Proven ability to prioritize tasks and ensure their completion.

• Direct client engagement experience with a proven track record of achieving high customer satisfaction.

• Capability to lead and direct large meetings involving multiple stakeholders.

• Strong written and verbal communication skills.

• Knowledge of the promotional content approval process or experience in regulated industries is advantageous.

• Hands-on experience with Jira is essential.

• Preference for experience in data cleaning, import, and migration.

• Intermediate to advanced Excel skills are a plus.

• Familiarity with GuideCX, Zendesk, and HubSpot is beneficial.

• Proven ability to coordinate resources across different functions.

• Experience applying generative AI to improve operational workflows and customer-facing deliverables.

🏝️ Benefits

• Competitive salary.

• Company bonus program or commission plan.

• Stock options.

• Medical, dental, and vision benefits.

• 401(k) with company matching.

• Remote work option available.

• 10 weeks of paid parental leave.

• Unlimited vacation policy.

• Employee recognition programs.