Senior Professional Services Consultant

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October 17

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Kustomer

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SaaS • B2B • Artificial Intelligence

Kustomer is a customer service platform that combines CRM, ticketing, and artificial intelligence to deliver a comprehensive solution for efficient and personalized customer experience management. The platform offers self-service options for customers, empowering them with instant solutions, and provides tools for agents to deliver exceptional service. Kustomer harnesses the power of AI to automate and optimize customer queries and interactions across multiple channels, ensuring secure and seamless experiences for both customers and service agents. The company's AI-driven approach enhances customer satisfaction and operational efficiency.

201 - 500 employees

Founded 2015

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

💰 $60M Venture Round on 2023-05

📋 Description

• Leading customer onboarding and configuration sessions to maximize the value customers gain from the Kustomer platform. • Managing multiple, concurrent customer implementations or onboardings, ensuring projects are completed on time and within scope. • Acting as a subject matter expert on the Kustomer platform, including API integrations, automation, and omni-channel capabilities. • Collaborating closely with customer technical and support teams to integrate the Kustomer platform with internal systems and external applications. • Partnering with Sales and Customer Success teams to provide a seamless handoff from pre-sales to post-sales engagements. • Facilitating customer workshops, technical training, and Q&A sessions, both onsite and remotely, to drive platform adoption and operational efficiency. • Identifying, communicating, and troubleshooting platform issues in collaboration with Kustomer’s Product and Engineering teams. • Building strong customer relationships, acting as a trusted advisor to help customers leverage Kustomer’s full suite of capabilities. • Developing and documenting best practices, implementation guides, and customer success stories to enhance future onboarding processes. • Escalating project risks and issues proactively, ensuring timely resolution and customer satisfaction.

🎯 Requirements

• 5+ years of professional consulting experience, preferably in a customer-facing role within the SaaS or CX technology space. • Experience with CRM or Customer Support platforms, ideally Kustomer, Salesforce, Zendesk or similar customer support systems. • Technical aptitude with experience in customer support automation, chatbots, and workflow optimization. • Familiarity with API-based integrations and workflow tools (e.g., event-driven processes, webhooks, API calls). • Understanding of data migration concepts, including working knowledge of querying, reconciliation, and basic scripting logic. • General awareness of web technologies and frameworks (e.g., JavaScript, Node, React) for solution validation and troubleshooting. • Exposure to authentication and authorization standards such as SSO and OAuth, with the ability to guide clients on implementation best practices. • Excellent communication, interpersonal, and writing skills. • Proven ability to manage complex projects and customer relationships. • Ability to work independently and prioritize multiple projects simultaneously. • Bachelor’s Degree or equivalent work experience in a related field. • Willingness to travel for customer engagements as needed.

🏖️ Benefits

• Kustomer offers an array of benefits including competitive salaries and stock options. • In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy. • In the UK we also offer pension, supplemental health insurance and other perks.