Solutions Consultant

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Deliver customer-centric support and product guidance for StateNet.

• Collaborate with sales and retention teams to address customer needs, enhance product adoption, and boost customer satisfaction.

• Prepare and present product training utilizing established materials and methodologies.

• Address customer inquiries and troubleshoot product or technical issues, escalating complex cases when necessary.

• Assist customers and internal stakeholders in comprehending StateNet's legislative and regulatory content, product features, and associated processes.

• Aid in the development and upkeep of training materials, presentations, reference content, and educational resources.

• Identify customer learning requirements and knowledge deficiencies, providing training, guidance, or resources as needed.

• Leverage customer feedback and service data to uncover opportunities for enhancing customer experience.

• Engage in continuous improvement initiatives related to training, support processes, and product education.

• Cultivate and sustain product and technical expertise through ongoing learning, coaching, and collaboration.

⛳️ Requirements

• Background in customer service, customer support, solutions consulting, product support, training, or a similar customer-facing position.

• A strong customer-oriented mindset with the capacity to comprehend customer needs, respond to inquiries, and deliver clear and effective solutions.

• Excellent verbal communication and presentation skills, with the ability to articulate product features and technical or subject-matter concepts to diverse audiences.

• Capability to learn specialized products and convert product knowledge into actionable guidance for customers and internal partners.

• Strong organizational abilities and meticulous attention to detail, with the capacity to manage multiple customer needs and priorities.

• Proficient in utilizing digital tools, learning platforms, presentations, and customer support technology.

• Ability to work collaboratively with sales, retention, product, and other internal teams in a remote setting.

• Experience or familiarity with U.S. legislation, regulation, compliance, legal, government affairs, or related regulatory subject matter is highly preferred.

• Experience with Zendesk or another customer service/ticketing platform is advantageous.

• Familiarity with Salesforce is a plus.

• Knowledge of Gong is beneficial.

• Comfortable using AI-enabled tools is a plus, but prior AI experience is not required.

🏝️ Benefits

• Comprehensive, multi-carrier medical, dental, and vision benefits.

• 401(k) with matching contributions.

• Employee Share Purchase Plan.

• Wellness platform offering incentives.

• Subscription to the Headspace app.

• Employee Assistance and Time-off Programs.

• Short- and Long-Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity coverage.

• Family Benefits, including bonding and family care leaves, adoption, and surrogacy benefits.

• Health Savings, Health Care, Dependent Care, and Commuter Spending Accounts.

• Annual Paid Time Off.

• Up to two days of paid leave each year to participate in Employee Resource Groups and volunteer with your charity of choice.

• Shared parental leave.

• Study assistance.

• Opportunity for sabbaticals.