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Salary: USD 75,000 - 90,000 / annual
Funnel Leasing is a U.S. SaaS company transforming the proptech industry with cloud-based marketing and leasing software. The Client Solutions Specialist serves as a strategic support advisor, partnering with key clients to architect, optimize, and govern their platform integrations and Funnel product workflows.
This role combines deep platform expertise with the ability to communicate complex concepts clearly to client stakeholders. The specialist exercises independent judgment to align platform capabilities with client business objectives, drive adoption of existing and new product functionality, and mitigate enterprise-level operational risks.
Key responsibilities include:
**Client Engagement:** Lead strategic advisory engagements and operational reviews with client leadership to evaluate platform performance and recommend workflow redesigns. Design custom product workflows and governance models for key accounts. Evaluate client business processes and independently determine strategic interventions to optimize platform ROI. Exercise independent discretion in resolving escalated operational roadblocks impacting client retention. Explain root causes of issues in plain language, connecting technical details to business impact. Develop and implement scalable operational frameworks and change management strategies.
**Technical Resolution:** Diagnose complex, systemic platform integration failures and architect comprehensive mitigation strategies. Serve as the definitive cross-functional escalation lead, orchestrating remediation roadmaps across Product, Engineering, and client-facing teams during critical crises. Determine the strategic necessity of custom engineering interventions versus workflow workarounds based on enterprise business impact and client lifecycle value. Author standardized diagnostic frameworks and advanced troubleshooting methodologies.
**Team Contribution:** Design and oversee comprehensive enablement and technical proficiency frameworks for client operations teams. Author and govern Client Operations SOPs and service escalation policies. Spearhead cross-functional change management initiatives and key client education programs. Foster collaboration within the team and across the company. Travel up to 5%.
**Requirements:**
Required:
- Experience in enterprise SaaS operations, management consulting, or complex technical account management
- High degree of independent judgment and accountability, with a history of evaluating business trade-offs and executing operational decisions without prescribed parameters
- Demonstrated expertise in multi-system workflow architecture, enterprise integration governance, and mapping complex business processes to SaaS platform capabilities
- Advanced capability to evaluate client business models, identify systemic operational friction, and independently design end-to-end workflow solutions
- Demonstrated track record of partnering with C-suite and VP-level client executives to drive platform adoption, operational change management, and alignment with client business goals
- Experience authoring and implementing organizational standard operating procedures (SOPs), enablement frameworks, or service escalation governance across cross-functional departments
Preferred:
- Experience in SaaS, proptech, or multifamily industry
- Familiarity with CRM platforms (e.g., Salesforce), Property Management System (PMS) integrations, or Internet Listing Services (ILS) workflows
- Experience implementing continuous improvement within client operations or consulting environments
- Proficiency with business intelligence tools (e.g., Tableau, Looker, SQL) to evaluate operational health metrics, platform adoption patterns, and client retention risks
- Demonstrated success designing and scaling enterprise knowledge bases, customer operations playbooks, or cross-functional enablement curricula
