Summary

We're seeking a highly skilled, solution-oriented consultant to rescue complex client implementations and restore trust during critical moments. This high-impact role blends advanced product expertise, creative problem-solving, and senior stakeholder communication to ensure long-term success for our enterprise customers. You'll act as the escalation expert, the strategic fixer, and the cross-functional bridge—turning challenging scenarios into sustainable wins.

Responsibilities

• Serve as the escalation lead for at-risk client implementations
• Diagnose root causes and design custom configurations to overcome friction
• Collaborate with Product, Engineering, and Enablement to remove barriers
• Guide senior client stakeholders through recovery plans and technical solutions
• Lead high-impact projects involving evolving configurations or beta features
• Develop strategic resources: playbooks, SOPs, templates, decision trees
• Mentor implementation team members on advanced practices and client alignment
• Advocate for product/process changes using direct field insights

Requirements

• Minimum 8–12 years in SaaS implementation or enterprise onboarding
• At least 4 years with enterprise clients in dynamic, strategic environments
• PMP certification required; SHRM or Change Management certifications are a plus
• Proven success in technical solutioning: configuration, integrations, workflow design
• Experience developing internal enablement tools and scaling best practices
• Strong ability to de-escalate high-stakes conversations and navigate ambiguity
• Expertise in tools such as Salesforce, GuideCX, Excel, Confluence, and LMS platforms
• Confident in root cause analysis and data-informed troubleshooting