Service Consultant

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

📋 Description

• Cultivate and enhance proficiency with the Firstup platform, its products, and features.

• Evaluate customer needs and business objectives to customize product setup and configuration.

• Convert customer requirements into actionable implementation plans and offer suggestions aligned with Firstup best practices.

• Guide customers through the complete onboarding and implementation process.

• Assist in product setup, configuration, customization, and integration with other systems.

• Organize implementation activities, including milestones, timelines, responsibilities, dependencies, and launch criteria.

• Act as the main point of contact for customers throughout the implementation phase.

• Relay updates on progress, next steps, risks, obstacles, dependencies, and outstanding tasks.

• Address issues related to setup, authentication, data integration, email delivery, and mobile application.

• Develop implementation documentation, project plans, guides, and training materials.

• Facilitate customer working sessions and prepare stakeholders in advance of the launch.

• Coordinate technical requirements between the customer and Firstup teams.

• Evaluate readiness for launch, oversee testing, and assist in the transition to ongoing customer management.

• Share expertise with colleagues and collaborate with internal teams for continuous improvement.

⛳️ Requirements

• Bachelor’s Degree in a technology-related field or a similar area of study, or equivalent experience.

• A minimum of three years of experience in client-facing roles such as Solutions Consultant, Implementation Consultant, Professional Services Consultant, Solutions Engineer, or similar within a SaaS organization with over $100M in ARR.

• Must possess experience with Enterprise SaaS applications and solutions.

• Experience in managing or coordinating customer implementations, onboarding programs, or complex customer projects from initiation to launch.

• Strong project management and organizational capabilities, with the ability to oversee timelines, milestones, dependencies, risks, and multiple customer implementations concurrently.

• A clear passion for technology and a desire to understand the marketing and communications technology landscape along with technical integrations.

• Knowledge of API, authentication, and integration concepts.

• Understanding of data and privacy regulations such as GDPR and CCPA applicable to SaaS companies.

• Excellent verbal and written communication skills, particularly in explaining complex technical topics to a non-technical audience and addressing customer inquiries and concerns.

• Strong skills in customer and stakeholder management, with the capability to set expectations, drive actions and decisions, and confidently lead discussions throughout the implementation.

• A problem-solving mindset with the ability to proactively tackle issues, identify risks and blockers, devise creative solutions, implement feedback, and plan for future needs.

• A collaborative team player with robust interdepartmental cooperation skills.

• Proven ability to manage multiple projects at once while ensuring attention to detail and organization.

• Highly self-driven towards achieving personal and professional excellence.

• Positive, proactive, customer-oriented, and service-focused attitude.

🏝️ Benefits

• Opportunity to travel up to 25%.