Customer Solutions Consultant

As a Customer Solutions Consultant, you will own the design and delivery of customer solutions from initial pre-sales conversations through onboarding and early-stage adoption. This is a technical and delivery role, acting as the bridge between customer needs and the Build Concierge platform. You will work closely with Sales, Product, and Development teams to shape solutions, design workflows, and ensure successful implementation. Combining pre-sales support, technical configuration, and customer-facing delivery, you will help customers translate their operational processes into scalable, automated workflows. This role is critical to driving successful customer outcomes, accelerating onboarding, and ensuring customers realise measurable value from the platform.

Pre-Sales & Solution Design

• Partner with Sales to understand customer requirements and shape tailored solutions
• Join customer calls to qualify opportunities and provide technical and workflow expertise
• Translate customer processes into structured, scalable workflows within the platform
• Clearly communicate technical concepts (APIs, integrations, automation) to non-technical stakeholders

Implementation & Onboarding

• Design and configure end-to-end customer workflows using APIs, integrations, and automation tools
• Lead onboarding and go-live delivery, following structured implementation timelines
• Translate unstructured inputs (emails, portals, documents) into structured, automated workflows
• Test, validate, and deploy solutions to ensure successful implementation

Customer Success & Adoption

• Act as a trusted advisor to customers on process improvement and automation opportunities
• Support customers post-go-live to optimise workflows and drive adoption
• Identify expansion opportunities through improved usage and additional workflow implementation
• Ensure customers achieve clear ROI from the platform

Cross-Functional Collaboration

• Work closely with Product and Development to refine integrations and platform capabilities
• Provide structured feedback on customer requirements and workflow improvements
• Support continuous improvement of onboarding processes and delivery frameworks

Essential

• Strong understanding of APIs, integrations, and data flows
• Experience working with SaaS platforms (e.g. CRM, FSM, or automation tools)
• Ability to design workflows logically and translate business processes into technical solutions
• Excellent communication skills, with the ability to explain technical concepts clearly
• Strong stakeholder management and customer-facing experience
• Structured, detail-oriented thinker with strong problem-solving ability

Desirable

• Experience with tools such as HubSpot, Salesforce, or Zapier
• Exposure to Field Service Management systems
• Experience in facilities management, property, or service-based industries
• Background in pre-sales, implementation, or customer success engineering roles
• Commercial awareness and confidence engaging in sales-led conversations
• Experience delivering fast-paced implementations or onboarding projects