Solutions Consultant, Product Team

Job Description:
 
The Mentor Method is a fast-growing enterprise SaaS startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We are looking for people who are excited about working with clients to improve existing products and create new ones to both enhance customer experience and increase profitability.
 
The Solutions Consultant sits on the Product Team and is a unique blend of design tech and business professional. They will oversee complex projects for enterprise clients across the complete life-cycle, from sales hand-off through go-live, with grace and attention to detail. We are looking for someone to collaborate with enterprise sellers to come up with technical solutions within sales opportunities. You will be responsible for presenting efficient solution demonstrations and investigating customization and integration needs for prospective customers’ businesses. We're looking for someone who can think quickly on their feet, work well in a team setting, and come up with creative solutions. You will work closely with our Product, Engineering, and IT/Customer Support teams to ensure client requirements are met and any issues are quickly addressed and resolved. This includes producing and translating business requirements, user flows, wireframes, support scripts, etc. 
 
Responsibilities:
 

  • Build and maintain strong relationships with our enterprise customers’ key stakeholders while being their trusted advisor and internal advocate

  • Work with Sales Team to acquire, grow and expand medium & large Enterprise accounts by addressing prospects’ technical challenges

  • Interpreting customer business, process, and technology needs and drivers in order to develop specialized solutions and influence sale proposals

  • Collaborating with enterprise sales to engage potential and existing customers for demos, presentations, brainstorming, technical discovery, data gathering, use cases, and business requirements

  • Gain a deep understanding of our customers’ desired business outcomes and turn data into compelling stories and actionable insights to help them succeed 

  • Assist Sales Team to thoroughly respond to technical questions and security reviews as part of the procurement process

  • Possess a complete mastery of product offerings

  • Provide feedback to internal stakeholders and Product Managers to drive platform and workflow improvements

  • Continuously develop your knowledge of our product, industry, and sales process

  • Ensure our customers have an amazing journey from implementation to renewal and expansion

  • Build actionable success plans assigning resources across the appropriate teams and be held accountable to achieve the desired outcomes

  • Communicate the health of the customer internally and create actionable success plans for at-risk customers

  • Focus on customer satisfaction, technical proficiency, timeliness of support delivery, and understanding customer needs around speed, quality, and value

  • Be the liaison to the IT/Customer Support Team addressing Tier 2 tickets (investigate, troubleshoot, diagnose and resolve technical issues for customers)  to ensure the long term success of the client

  • Manage high-priority escalations with finesse. Take charge of the situation at your level and respond to escalated customer cases in a timely manner, ensuring appropriate resources are assigned; engage directly with customers, internal escalation/engineering teams, upper management, and ensure robust status communication

 
Skills and Qualifications

 

  • 5+ years experience working in sales engineering, solution architecture, account management, management consulting, or customer success

  • 3+ years experience of presenting to a variety of audiences, ranging from your team members to C-level executives

  • Experience in software-as-a-service managing complex and highly strategic enterprise relationships, driving key business objectives, and managing executive business reviews 

  • Proven ability to expand relationships both across the organization

  • Analytical skills with proven ability to translate data into actionable insights and recommendations for our customers 

  • Experience working with complex, multi-divisional, multi-geographical customers

  • A highly collaborative individual who can work in a fast-paced environment with technical and non-technical teams

  • Experience managing forecasts and achieving goals

  • The ability to take initiative, along with excellent communication skills in person, on the phone, and through email 

  • Proven ability to discover root problems by asking great questions and develop creative solutions to create value for our customers

  • Bias to take action using all resources available to help our customers create a world-class delivery experience

  • Empathy for our customers and their end customers and takes on the voice of the customer

  • Proven ability to troubleshoot and debug software, understand customer requirements and workflow, and resolve complex technical issues

  • Understanding and ability to work in Angular, NodeJS, ZenDesk, and Jira

  • Must be comfortable working remotely
     

Included Benefits 
 

  • Flexible PTO Policy including “First Friday” a mental health day on the First Friday of each month 

  • Healthcare benefits 

  • $100 mental health stipend

  • Facetime with executives at the company on a weekly basis 

  • Fully remote role

Schedule a demo today.

We look forward to working with you

Stand Up Meeting