Service Consultant

The Service Consultant is a functional and technical subject matter expert on the Firstup platform, who supports customer implementations, technical configuration and customization.

• Product Expertise and Customer Needs Analysis: Develop and maintain expertise with the Firstup platform, product, and features while conducting thorough assessments of customer requirements and business goals to tailor the product setup and configuration accordingly.
• Onboarding, Implementation, and Customization: Lead customers through the onboarding process, offering expert guidance on setting up the product, configuring settings, and integrating with other systems. Work closely with customers to customize the product to align with their unique workflows and preferences, creating custom fields, workflows, or reports as needed.
• Troubleshooting, Support, and Feedback Collection: Serve as the primary point of contact for customers, addressing any questions, concerns, or technical issues they encounter during setup or product usage. Provide timely and effective support to resolve issues and ensure customer satisfaction while gathering valuable feedback to drive product improvements.
• Documentation, Knowledge Sharing, and Training: Create and maintain comprehensive documentation, guides, and training materials to empower customers to utilize the product effectively. Ability to deliver training to the customer in a shared responsibility across the team. Share knowledge and best practices with colleagues to improve overall team performance. Collaborate with internal teams to advocate for customer needs and drive continuous improvement initiatives to enhance the product's technical capabilities and usability.
• Product Setup, Configuration, and Integration: Assist customers in setting up and configuring the Firstup product, including authentication methods and integration with HRIS or other systems to ensure data consistency and accuracy.
• Email Trusted Sender Setup and Technical Support: Guide customers through setting up email authentication protocols to enhance email deliverability while providing technical support and troubleshooting assistance for authentication, data integration, email delivery, and mobile app functionality.

• Bachelor's Degree in a tech related field or a related field of study, or equivalent experience
• Four or more years of experience in client-facing roles such as Sales Engineer, Solutions Engineer, Solution Architect, Solutions Consultant, or similar within aSaaS organization that has $100M+ in ARR..
• Must have experience with Enterprise SaaS applications software/solutions.
• Distinct passion for technology and curiosity to understand the marketing and communications technology landscape and technical integrations.
• Familiarity with API, Authentication, and integration concepts.
• Familiarity with data and privacy laws such as GDPR and CCPA for SaaS companies.
• Demonstrable verbal and written communication skills, especially in communicating complex technical conversations to a non-technical audience and handling customer questions and objections.
• Problem-solver mentality with the ability to address matters proactively, come up with creative solutions, implement feedback, and plan for the future.
• Great team player with a strong team and cross-departmental collaboration skills.
• Proven ability to manage multiple projects simultaneously while maintaining attention to detail and organization.
• Highly self-motivated towards personal and professional excellence.
• Enthusiastic, proactive, positive-minded, customer-focused, and service-oriented.
• Ability to travel up to 25%