Solution Consultant - Customer Success

Job Description

Solution Consultant- Customer Success

Location: London, UK (Hybrid) 

Applicants must have authorization to work in the UK without employer sponsorship. We are unable to sponsor or assume sponsorship of a work visa at this time.

As a Solution Consultant - Customer Success, you will ensure the success and satisfaction of MetricStream’s customers by driving the adoption, retention, and expansion of our solutions. You will work closely with customers to understand their business needs, help them achieve their goals, and maximize the value of their investment in MetricStream’s products and services.

Key Responsibilities

• Proactively engage with customers to understand their challenges, define success criteria, and track progress toward achieving their goals.


• Capture business requirements


• Establish business outcomes


• Design and demonstrate solutions


• Guide customers through onboarding, implementation, and best practices to drive product adoption and maximize value realization.


• Analyze customer health scores, engagement levels, and product usage to proactively address risks and identify opportunities for retention and growth.


• Develop and execute strategic account plans to ensure long-term success and customer satisfaction.


• Drive customer renewals by demonstrating continuous value and addressing any concerns proactively.


• Identify opportunities for upselling and cross-selling additional MetricStream solutions in collaboration with Sales and Account Management teams.


• Provide valuable customer insights to internal teams, influencing product enhancements and service improvements.


• Collaborate with Professional Services and Support teams to resolve customer issues efficiently and ensure a seamless experience.


• Advocate for customers by sharing success stories, participating in case studies, and contributing to community forums.

Skills and Experience

• 5+ years of experience in Customer Success, Account Management, or Consulting roles, preferably in SaaS, GRC, or Enterprise Software.


• Proven track record of managing and growing enterprise customer relationships.


• Spanish and/or Portuguese language skills preferable.


• Strong understanding of GRC, risk management, compliance, and regulatory frameworks is a plus.


• Exceptional communication, negotiation, and problem-solving skills.


• Ability to analyze data, interpret insights, and drive strategic decision-making.


• Experience working cross-functionally with Sales, Product, and Support teams.

Education

• Bachelor’s degree in Business or a related field, or equivalent relevant work experience.