Service Consultant

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

📋 Description

• Develop and sustain 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 recommendations.

• Lead clients through the complete onboarding and implementation process.

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

• Organize implementation activities, milestones, timelines, customer responsibilities, and dependencies.

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

• Provide updates on progress, next steps, potential risks, and outstanding tasks.

• Identify and mitigate implementation risks, obstacles, and interdependencies.

• Address setup inquiries and technical challenges while offering support.

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

• Conduct customer working sessions and prepare stakeholders for the launch.

• Share insights and best practices with team members.

• Work collaboratively with internal teams to advocate for customer needs and promote continuous improvement.

• Advise on authentication methods and integrations with HRIS or other systems.

• Coordinate technical requirements and dependencies between customer and Firstup teams.

• Provide technical assistance for authentication, data integration, email delivery, and mobile app functionalities.

• Evaluate launch readiness, coordinate testing, and finalize outstanding implementation tasks.

• Facilitate the transition from implementation to ongoing customer management post-launch.

⛳️ Requirements

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

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

• Experience with Enterprise SaaS applications and solutions.

• Proven track record in managing or coordinating customer implementations, onboarding programs, or complex customer projects from initiation through launch.

• Strong project management and organizational skills, including overseeing timelines, milestones, dependencies, risks, and multiple customer implementations simultaneously.

• A passion for technology and a keen interest in the marketing and communications technology landscape and technical integrations.

• Familiarity with API, authentication, and integration concepts.

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

• Excellent verbal and written communication skills, particularly in translating complex technical discussions for non-technical audiences and addressing customer inquiries and objections.

• Strong customer and stakeholder management capabilities.

• Problem-solving skills, including the ability to proactively identify risks and blockers and devise innovative solutions.

• Ability to collaborate effectively within teams and across departments.

• Capacity to handle multiple projects simultaneously while maintaining attention to detail and organization.

• Self-driven towards achieving personal and professional excellence.

• Enthusiastic, proactive, positive-minded, customer-oriented, and service-focused.

🏝️ Benefits

• Competitive base salary ranging from $80,000 to $100,000 per year.

• Opportunity for travel up to 25%.