Solutions Consultant

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

📋 Description

• Deliver customer-centric support and guidance regarding StateNet products.

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

• Create and present product training utilizing established resources and methodologies.

• Modify training materials as StateNet products and functionalities progress.

• Address customer inquiries and resolve product or technical challenges.

• Escalate intricate issues when necessary.

• Assist customers and internal stakeholders in comprehending StateNet's legislative and regulatory information, product capabilities, and processes.

• Aid in the creation and upkeep of training documentation, presentations, reference materials, and educational resources.

• Identify learning requirements and knowledge deficiencies among customers.

• Offer suitable training, direction, or resources as needed.

• Leverage customer feedback, service metrics, and other data to pinpoint enhancements in the customer experience.

• Play a role in continuous improvement initiatives related to training, support processes, and product education.

• Build and sustain robust product and technical expertise through ongoing education, coaching, and teamwork.

⛳️ Requirements

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

• Strong customer-oriented approach with the capability to grasp customer needs, respond to inquiries, and deliver clear and effective solutions.

• Excellent verbal communication and presentation abilities.

• Proficient in articulating product features and technical or subject matter concepts to various audiences.

• Capacity to learn specialized products and convert product knowledge into actionable guidance.

• Strong organizational capabilities and meticulous attention to detail.

• Ability to juggle multiple customer demands and priorities.

• Comfortable using digital tools, learning management systems, presentations, and customer support technologies.

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

• Experience or familiarity with U.S. legislation, regulations, compliance, legal, government affairs, or related regulatory topics is highly preferred.

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

• Familiarity with Salesforce is a plus.

• Knowledge of Gong is an added benefit.

• Comfort with AI-enabled tools is a plus; prior AI experience is not mandatory.

🏝️ Benefits

• Healthy work/life balance.

• Wellbeing initiatives.

• Shared parental leave.

• Study assistance.

• Sabbaticals.

• Comprehensive medical, dental, and vision benefits.

• 401(k) with matching contributions.

• Employee Share Purchase Plan.

• Wellness platform with incentives.

• Subscription to the Headspace app.

• Employee Assistance and Time-off Programs.

• Short- and Long-Term Disability Insurance.

• Life and Accidental Death Insurance.

• Critical Illness Insurance.

• Hospital Indemnity.

• Family 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 to engage in Employee Resource Groups.

• Up to two days of paid leave to volunteer with a charity of choice.