Job Description: Customer Solutions Consultant

Location: Hyderabad, India - In-Office

Work Hours - 2:00 PM to 11:00 PM IST Role Summary

We are looking for a dynamic and customer-focused Customer Solutions Consultant to join our team. In this role, you will be the primary Subject Matter Expert (SME) for clients, serving as the key liaison between our customers and internal teams. You will oversee customer implementations, design tailored solutions based on business requirements, and ensure that customers achieve their desired outcomes and ROI.

This role requires a proactive, empathetic, and analytical professional who thrives in a challenging environment, excels in communication, and demonstrates a strong ability to handle customer needs effectively.

Responsibilities :

Customer Engagement and Support :

- Act as the primary SME and trusted advisor for customers throughout their journey with the client

- Develop strong, empathetic relationships with customers, ensuring a deep understanding of their business needs, goals, and pain points.

- Manage day-to-day customer interactions, addressing queries, resolving challenges, and ensuring a positive experience.

Customer Implementations and Solution Design

- Lead and manage end-to-end customer implementations, ensuring timely and successful deployments.

- Gather, analyze, and document business requirements from customers to design customized, customer-centric solutions.

- Develop tailored solutions leveraging platform capabilities, focusing on feasibility, scalability, and alignment with customer goals.

- Collaborate with internal teams (e.g., Product, Engineering) to resolve technical challenges and deliver on customer expectations.

ROI and Customer Success Metrics :

- Define, track, and ensure that customers achieve measurable ROI from solutions.

- Regularly track and manage Customer Health Scores, identifying risks and developing mitigation strategies to improve customer satisfaction and retention.

- Monitor and report on key performance indicators (KPIs) to measure solution effectiveness and client success.

- Partner with Account Management to facilitate renewal discussions and upsell opportunities by showcasing value delivered.

Problem-Solving and Crisis Management

- Act as the first line of support for escalated issues, handling complex customer challenges with professionalism and efficiency.

- Proactively identify potential risks to customer satisfaction and address them promptly.

- Thrive in high-pressure situations, maintaining composure while working collaboratively with internal teams and customers to resolve critical issues.

Interpersonal and Communication Excellence

- Deliver compelling presentations to stakeholders, showcasing solutions, implementation plans, and ROI metrics.

- Write clear and concise documentation, including solution designs, implementation plans, and customer-facing reports.

- Communicate technical and business concepts effectively to non-technical audiences, ensuring clarity and alignment.

Collaboration and Teamwork

- Partner with internal teams, including Customer Success, Product, and Engineering, to provide feedback on customer needs and feature requests.

- Contribute to the continuous improvement of implementation processes, playbooks, and best practices.

- Actively participate in team discussions and knowledge-sharing sessions to enhance the collective expertise.

Required Skills and - ualifications

Technical Skills

- Strong understanding of SaaS products and digital adoption platforms.

- Ability to design and document tailored solutions, including workflows, integrations, and configurations.

- Proficiency in analyzing and interpreting customer data to measure ROI and health metrics.

- Experience with customer success platforms, CRM tools, or project management tools is a plus.

Soft Skills

- Impeccable interpersonal skills: Empathetic and customer-oriented with a knack for building strong relationships.

- Exceptional communication skills: Superior verbal and written English proficiency, with the ability to deliver impactful presentations.

- Problem-solving mindset: Analytical thinker capable of identifying root causes and proposing effective solutions.

- Resilience under pressure: Thrives in challenging environments, handling crises with professionalism and composure.

- Ownership and accountability: Takes initiative, demonstrates responsibility, and follows through on commitments.

Other qualifications :

- Bachelor's or Master's degree in Business, Information Systems, or a related field (or equivalent work experience).

- 2-5 years of experience in customer success, solutions consulting, or a similar customer-facing role within a SaaS company.

- Proven experience in handling client implementations, designing solutions, and managing customer relationships.

- Strong organizational and project management skills, with the ability to prioritize multiple tasks effectively.

Preferred Skills (Nice to Have)

- Knowledge of JavaScript, HTML, CSS, or other relevant technical skills.

- Experience in digital adoption platforms or enterprise software.

- Familiarity with customer health scoring models and account management processes.

- Certification in customer success or related fields (e.g., Certified Customer Success Manager) is a plus.

Why Join Us?

- Be part of a dynamic, growth-oriented team committed to revolutionizing digital adoption.

- Work closely with industry-leading clients to help them achieve their business goals.

- Develop your skills in a challenging yet rewarding environment, with opportunities for professional growth and advancement.

- Collaborate with a passionate, supportive team that values your contributions.