Customer Solution Consultant

This role is for one of the Weekday's clients

Min Experience: 5 years

Location: Hyderabad

JobType: full-time

Work Mode: 5 days Work from office 

Timings: 2 PM – 11 PM (IST) 

Employment type: Permanent 

Notice Period: Immediate 

We are seeking a dynamic and customer-focused Customer Solution Consultant to act as a trusted Subject Matter Expert (SME) for enterprise customers. In this role, you will serve as the key liaison between clients and internal teams, leading customer implementations, designing tailored solutions based on business needs, and ensuring customers achieve measurable outcomes and ROI from the platform.

This position is ideal for a proactive, empathetic, and analytical professional who thrives in fast-paced environments, excels in communication, and is highly effective at managing complex customer requirements.

Key Responsibilities

Customer Engagement & Support

• Act as the primary SME and trusted advisor throughout the customer lifecycle.
• Build strong, empathetic relationships with customers by deeply understanding their goals, challenges, and business processes.
• Manage day-to-day customer interactions, addressing queries, resolving issues, and ensuring a consistently positive experience.

Customer Implementations & Solution Design

• Lead and manage end-to-end customer implementations, ensuring timely and successful deployments.
• Gather, analyze, and document customer business requirements to design customized, scalable solutions.
• Develop customer-centric solutions aligned with platform capabilities and long-term customer goals.
• Collaborate closely with Product, Engineering, and Customer Success teams to resolve technical challenges and meet customer expectations.

ROI & Customer Success Metrics

• Define, track, and ensure customers achieve measurable ROI from implemented solutions.
• Monitor Customer Health Scores, proactively identifying risks and driving mitigation strategies to improve satisfaction and retention.
• Track and report key performance indicators (KPIs) to evaluate solution effectiveness and customer success.
• Partner with Account Management teams to support renewals and expansion opportunities by demonstrating delivered value.

Problem-Solving & Escalation Management

• Serve as the first point of escalation for complex customer issues, resolving challenges with professionalism and efficiency.
• Proactively identify potential risks to customer success and address them before they escalate.
• Remain composed in high-pressure situations while coordinating with internal teams to resolve critical issues.

Communication & Stakeholder Management

• Deliver clear, compelling presentations to customer stakeholders, outlining solutions, implementation plans, and ROI outcomes.
• Create concise documentation, including solution designs, implementation plans, and customer-facing reports.
• Translate technical concepts into clear, business-friendly language for non-technical audiences.

Collaboration & Continuous Improvement

• Partner with internal teams to provide customer feedback, feature requests, and implementation insights.
• Contribute to improving implementation processes, playbooks, and best practices.
• Actively participate in team discussions and knowledge-sharing initiatives.

Requirements

Technical Skills

• Strong understanding of SaaS products and digital adoption platforms.
• Ability to design and document tailored solutions, including workflows, configurations, and integrations.
• Proficiency in analyzing customer data to measure ROI and customer health metrics.
• Experience with CRM tools, customer success platforms, or project management tools is a plus.

Soft Skills

• Highly empathetic and customer-oriented with excellent relationship-building skills.
• Exceptional verbal and written communication skills, including stakeholder presentations.
• Strong analytical and problem-solving mindset with a focus on root-cause analysis.
• Ability to thrive under pressure while managing complex customer scenarios.
• Strong sense of ownership, accountability, and follow-through.

Qualifications

• Bachelor’s or Master’s degree in Business, Information Systems, or a related field (or equivalent experience).
• 5+ years of experience in customer success, solutions consulting, or a similar customer-facing role in a SaaS environment.
• Proven experience leading customer implementations and managing enterprise client relationships.
• Strong organizational and project management skills with the ability to prioritize effectively.

Nice to Have

• Working knowledge of JavaScript, HTML, CSS, or similar technologies.
• Experience with enterprise software or digital adoption platforms.
• Familiarity with customer health scoring models and account management processes.
• Customer Success or related certifications (e.g., CSM) are a plus.

Skills

Customer Success · SaaS · Stakeholder Management · Customer Lifecycle Management · Client Communication