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Firstup is seeking a Service Consultant to serve as a functional and technical subject matter expert on the Firstup platform, supporting customer implementations, technical configuration, and customization.
You will be responsible for developing and maintaining deep expertise with the Firstup platform while conducting thorough assessments of customer requirements and business goals. You will lead customers through end-to-end onboarding and implementation, offering expert guidance on product setup, configuration, system integration, and customization to align with unique customer workflows.
As the primary point of contact throughout implementation, you will serve as project manager and technical advisor, coordinating implementation activities, milestones, timelines, and dependencies. You will proactively identify and manage risks, blockers, and dependencies, working with both customer and internal stakeholders to drive resolution. You will address technical questions and issues during setup, provide troubleshooting support for authentication, data integration, email delivery, and mobile app functionality, and ensure customers are launch-ready.
You will create comprehensive implementation documentation, project plans, guides, and training materials. You will lead customer working sessions, ensure key stakeholders are enabled ahead of launch, and share knowledge and best practices with colleagues. You will also coordinate technical requirements between customer and Firstup teams, guide customers through email authentication protocols, and support the transition from implementation into ongoing customer management post-launch.
REQUIREMENTS:
- Bachelor's degree in a tech-related field or equivalent experience
- 3+ years in client-facing roles (Solutions Consultant, Implementation Consultant, Professional Services Consultant, Solutions Engineer, or similar) within a SaaS organization with $100M+ ARR
- Experience with Enterprise SaaS applications
- Experience managing or coordinating customer implementations, onboarding programs, or complex customer projects from kickoff through launch
- Strong project management and organizational skills; ability to manage timelines, milestones, dependencies, risks, and multiple implementations simultaneously
- Passion for technology and curiosity about marketing and communications technology landscape and technical integrations
- Familiarity with API, authentication, and integration concepts
- Familiarity with data and privacy laws (GDPR, CCPA) for SaaS companies
- Excellent verbal and written communication skills, especially translating complex technical concepts to non-technical audiences
- Strong customer and stakeholder management skills; ability to set expectations, drive decisions, and lead customer conversations
- Problem-solver mentality with ability to identify risks, blockers, and creative solutions
- Strong cross-departmental collaboration and team skills
- Ability to manage multiple projects simultaneously with attention to detail
- Self-motivated toward personal and professional excellence
- Enthusiastic, proactive, positive-minded, customer-focused, and service-oriented
- Ability to travel up to 25%
