[Remote] Professional Services Consultant (Senior Level) at Kustomer

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Customer ServiceIndustries

Requirements

5+ years of professional consulting experience, preferably in a customer-facing role within the industry

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 omni-channel 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 pre-sales 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

Skills

Key technologies and capabilities for this role

CRMAIAutomationCustomer ExperienceProfessional ServicesConsultingData IntegrationNo-Code Configuration

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position, and the company has transitioned to a remote-friendly model with team members located throughout the U.S.

What are the key responsibilities of a Professional Services Consultant?

Responsibilities include leading customer onboarding and configuration sessions, managing multiple concurrent implementations, and acting as a subject matter expert on the Kustomer platform including API integrations, automation, and omni-channel capabilities.

What is the company culture like at Kustomer?

Kustomer's team, called the Krew, consists of passionate and collaborative people who care deeply about enhancing customer service experiences, value continuous learning and challenges, and come together annually for Kamp Kustomer.

What skills make a strong candidate for this role?

Strong candidates should have expertise in customer onboarding, platform configuration, project management for multiple implementations, and deep knowledge of CRM platforms including API integrations, automation, and omni-channel capabilities, along with a passion for customer service.

What is the salary or compensation for this role?

This information is not specified in the job description.

Kustomer

Customer service platform for businesses

About Kustomer

Kustomer provides a customer service platform that helps businesses improve their customer interactions across various channels such as phone, email, chat, text, social media, and messaging. The platform allows for fast and personalized service by giving agents complete visibility into customer information, enabling seamless conversations. Kustomer incorporates intelligent automation and offers no-code customization, allowing businesses to quickly adapt to changes and maintain high service levels. Unlike many competitors, Kustomer focuses on serving growing brands that want to build strong customer relationships to enhance business outcomes. The company's goal is to improve customer satisfaction and operational efficiency through its subscription-based SaaS offerings.

New York City, New YorkHeadquarters

2015Year Founded

$227.1MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

201-500Employees

Benefits

Holistic wellness, including physical and mental health services

Paid leave for new parents

Support for family planning, including adoption and surrogacy assistance, and baby cash to help with newborn expenses

Flexible spending account for dependent care so you can pay care expenses for a child or parent with pre-tax money

Personalized assistance navigating all of the information, resources, and programs available to support your family care needs

Competitive retirement plan

Life insurance and survivor support

Equity awards

Complimentary access to TurboTax

On-site or video tax consultations to answer your questions

Legal support through Hyatt Legal for you and/or your parents if you need it

Join a Life@ Club—or create your own. A unique program that supports you in building meaningful connections at Facebook

Join a Facebook Resource Group and be a catalyst for ensuring a fully inclusive and open environment that provides opportunities for everyone to contribute to Facebook’s success

Generous paid time off

A 30-day paid break every five years

Leave programs so that you can take the time you need to care for yourself or your family when you need it

Risks

Integration challenges with WhatsApp could disrupt services if not managed well.

AI tools may face regulatory scrutiny in regions with strict AI regulations.

Reliance on AI could lead to dissatisfaction if complex queries aren't handled effectively.

Differentiation

Kustomer offers a unified timeline view for seamless omnichannel customer service.

The platform provides no-code customization, allowing quick adaptation to business changes.

Kustomer integrates AI tools like KIQ Customer Assist to enhance service efficiency by 45%.

Upsides

Integration with WhatsApp expands Kustomer's reach to over 2 billion users.

Recent $60M funding boosts Kustomer's resources for product and market expansion.

CRM Powered Proactive Messaging improves customer engagement and satisfaction.

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