Professional Services Consultant

Responsibilities

• 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 omnichannel 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 presales 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)
• Familiarity with agentic AI concepts (e.g., autonomous workflows, AI-driven resolution/routing) and comfort configuring and optimizing AI-powered features within a SaaS platform
• 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

Nice-to-Haves

• Experience with Kustomer platform specifically