Service Consultant - SaaS (Remote - US)

Who We Are

At Firstup, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily.

Our employees are experts in the employee experience, workforce communications and technology. 

Joining Firstup means joining a movement to make work better for every worker. As the world’s first intelligent communication platform, Firstup meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote and retain their talent. Our movement has taken root and is evident in our world-class customer base. Now we need your help. Ready to make a difference in the world?

Our Values

Every employee is an owner with responsibility and credit for our progress.

Leadership is in our build and we see change as a catalyst for improvement.

We win as a team, committed to help our coworkers and customers thrive.

Role Overview

As Service Consultant you will be a functional and technical subject matter expert on the Firstup platform, and support customer implementations, technical configuration and customisation.

• 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 utilise the product effectively. 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 a SaaS 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%.

Why Firstup?

Because you care - about people, the work you do, and the connections you make. Work is such a large part of life; it only makes sense to make it awesome.

If you want to engage brilliant minds in a high-growth and inclusive environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind, you could be a perfect fit.

We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally.

Firstup is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.

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