Solution Expert - Implementation Team

Employment Type: Full Time

Position Overview

Our Implementation team is crucial for ensuring a seamless onboarding experience for new customers. We collaborate cross-functionally with Sales, Product, and Customer Success to gather and document client use cases and requirements, translating them into the setup and configuration of the 360Learning platform.

As a Solution Expert, you will manage a portfolio of customers throughout their contract lifecycle, driving product adoption and delivering tailored solutions that extend beyond core platform features. A significant focus of this role will be supporting one of our largest and most strategic clients. This account has already deployed the platform and possesses a high level of expertise, requiring deep product knowledge and strong problem-solving skills.

You will assist this strategic client with:

• Advanced platform restructuring
• New integrations (e.g., flat files, APIs, and third-party tools)
• Solution audits and optimization
• Expert-level advice and technical support to maximize platform value

This is an excellent opportunity to engage with high-impact clients and significantly influence how they leverage our product at scale.

Key Responsibilities & Milestones

Within 1 month:

• Become a Trello expert through our onboarding process.
• Understand our product offering through dedicated training.
• Master the platform to support clients on basic requests via ticketing.

Within 3 months:

• Own a portfolio of over 75 existing clients.
• Begin answering client inquiries from your portfolio.
• Support the Customer Success Partner on functional and technical questions.
• Successfully implement integrations (SSO, third-party tools) and provide technical expertise for platform integration and troubleshooting.

Within 6 months:

• Be able to effectively pitch the value of the 360Learning platform.
• Develop repeatable and scalable processes to enhance project quality and delivery.
• Provide expert support to strategic customers throughout their contract lifecycle.
• Deliver Professional Services to our existing customer base.

Within 12 months:

• Contribute to our knowledge base by sharing best practices and lessons learned.
• Collaborate with our partner ecosystem to enhance proposed services.
• Deliver platform audits to clients.
• Deliver professional services outlined in our Professional Services catalogue.

Requirements & Skills

Experience:

• Ideally 5 years of professional consulting experience, preferably in a customer-facing role (e.g., Level 2 or 3 support agents, Technical Consultant, Technical Account Manager).
• Previous deployment experience with SaaS products, ideally HR-related.

Technical Skills:

• Project management skills.
• Good understanding and experience working with APIs, SSO configuration, and troubleshooting.

Mindset & Soft Skills:

• Solution-oriented, client-first mindset in all activities.
• Ability to adapt communication style to different audiences, from highly technical stakeholders to less technical ones, simplifying complexity.
• Highly organized and analytical, with a structured and rational approach to managing priorities across multiple customer implementations.

Language Proficiency:

• Fluent in French.
• Good English proficiency (level B2).
• Additional languages (German, Spanish) are a plus.

What We Offer

Compensation:

• A comprehensive package including base salary, a variable component, and equity.

Benefits/Perks:

• Work From Home stipend.
• RTT (Réduction du Temps de Travail).
• Lunch vouchers.
• Medical insurance.
• Gym subscription.
• 1 month of parental leave for the second parent.

Work-Life Balance:

• Flexible working hours.
• Full remote work possible anywhere in France.

Diversity, Equity, and Inclusion:

• We foster an inclusive environment with 6 active Employee Resource Groups (ERGs): Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity.
• Each ERG has at least one executive team member as a member, promoting awareness and providing a direct path to leadership.