Service Consultant

The Service Consultant is a functional and technical subject matter expert on the Firstup platform who leads customer implementations, technical configuration, and customization. The Service Consultant is responsible for guiding customers through the implementation lifecycle, coordinating key activities and stakeholders, and ensuring customers are successfully prepared for launch.

Responsibilities: 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. Translate customer requirements into clear implementation plans and provide recommendations based on Firstup implementation best practices.
• Onboarding, Implementation, and Customization: Lead customers through the end-to-end onboarding and implementation process, offering expert guidance on setting up the product, configuring settings, and integrating with other systems. Coordinate implementation activities, milestones, timelines, customer responsibilities, and dependencies to keep implementations progressing toward launch. Work closely with customers to customize the product to align with their unique workflows and preferences.
• Project Management, Troubleshooting, and Support: Serve as the primary point of contact for customers throughout implementation, providing clear communication on progress, next steps, risks, and outstanding actions. Proactively identify and manage implementation risks, blockers, and dependencies, coordinating with customer and internal stakeholders to drive them through resolution. Address questions, concerns, or technical issues encountered during setup and provide timely and effective support to ensure a successful implementation and customer experience.
• Documentation, Knowledge Sharing, and Training: Create and maintain comprehensive implementation documentation, project plans, guides, and training materials to empower customers to utilize the product effectively. Lead customer working sessions and ensure key stakeholders are appropriately enabled ahead of launch. Share knowledge and best practices with colleagues to improve overall team performance and collaborate with internal teams to advocate for customer needs and drive continuous improvement initiatives.
• Product Setup, Configuration, and Integration: Guide 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. Coordinate technical requirements and dependencies between customer and Firstup teams, ensuring technical activities are completed in alignment with implementation timelines and launch requirements.
• Launch Readiness and Technical Support: Guide customers through email authentication protocols and provide technical support and troubleshooting assistance for authentication, data integration, email delivery, and mobile app functionality. Partner with customers to assess launch readiness, coordinate testing and outstanding implementation activities, and ensure key technical and functional requirements are completed ahead of launch. Support a structured transition from implementation into ongoing customer management following launch.
• Qualifications: Bachelor's Degree in a tech related field or a related field of study, or equivalent experience.
• Three or more years of experience in client-facing roles such as Solutions Consultant, Implementation Consultant, Professional Services Consultant, Solutions Engineer, or similar within a SaaS organization that has $100M+ in ARR.
• Must have experience with Enterprise SaaS applications software/solutions.
• Experience managing or coordinating customer implementations, onboarding programs, or complex customer projects from kickoff through launch.
• Strong project management and organizational skills, with the ability to manage timelines, milestones, dependencies, risks, and multiple customer implementations simultaneously.
• 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.
• Strong customer and stakeholder management skills, with the ability to set expectations, drive actions and decisions, and confidently lead customer conversations throughout an implementation.
• Problem-solver mentality with the ability to address matters proactively, identify risks and blockers, come up with creative solutions, implement feedback, and plan for the future.
• Great team player with 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%.