Client Solutions Specialist

4 weeks ago

Montreal, Quebec, Canada Firstup Full time

About Us

At Firstup, we are dedicated to enhancing the employee experience at every significant moment, both large and small. As the communication backbone for the global workforce, we currently support 40 of the Fortune 100 companies, connecting and engaging over 17 million employees on a daily basis.

Our team comprises specialists in employee engagement, workforce communication, and technology.

Becoming a part of Firstup means contributing to a movement aimed at improving work for every individual. As the first intelligent communication platform in the world, Firstup actively engages employees throughout their entire journey, from onboarding to retirement, while providing valuable insights to help organizations attract, support, and retain their talent. Our initiative has gained traction and is reflected in our esteemed customer base. We now seek your expertise. Are you ready to make a positive impact?

Our Core Values

Every team member is an owner, accountable for our collective progress.

We embrace leadership and view change as an opportunity for growth.

We succeed as a collective, dedicated to supporting our colleagues and clients in thriving.

Position Summary

As a Client Solutions Specialist, you will serve as a functional and technical expert on the Firstup platform, facilitating customer implementations, technical configurations, and customizations.

Key Responsibilities
  • Product Knowledge and Customer Analysis : Cultivate and maintain a deep understanding of the Firstup platform, its products, and features while conducting comprehensive assessments of customer needs and business objectives to customize the product setup and configuration accordingly.
  • Onboarding, Implementation, and Customization : Guide customers through the onboarding journey, providing expert advice on product setup, configuration, and system integration. Collaborate closely with clients to tailor the product to fit their specific workflows and preferences, including creating custom fields, workflows, or reports as necessary.
  • Support, Troubleshooting, and Feedback Collection : Act as the primary contact for customers, addressing any inquiries, concerns, or technical challenges they face during setup or product utilization. Deliver prompt and effective support to resolve issues and ensure customer satisfaction while collecting valuable feedback to inform product enhancements.
  • Documentation, Knowledge Sharing, and Training : Develop and maintain detailed documentation, guides, and training resources to empower customers in effectively utilizing the product. Share insights and best practices with colleagues to enhance overall team performance. Collaborate with internal teams to advocate for customer needs and drive continuous improvement initiatives to elevate the product's technical capabilities and usability.
  • Product Setup, Configuration, and Integration : Assist customers in establishing and configuring the Firstup product, including authentication methods and integration with HRIS or other systems to ensure data consistency and accuracy.
  • Email Authentication Setup and Technical Support : Support customers in setting up email authentication protocols to improve email deliverability while providing technical assistance and troubleshooting for authentication, data integration, email delivery, and mobile application functionality.
Qualifications
  • Bachelor's Degree in a technology-related field or a comparable area of study, or equivalent experience.
  • A minimum of four years of experience in client-facing roles such as Sales Engineer, Solutions Engineer, Solutions Architect, or similar within a SaaS organization with over $100M in ARR.
  • Experience with Enterprise SaaS applications and solutions is essential.
  • A strong passion for technology and a desire to understand the marketing and communications technology landscape and technical integrations.
  • Familiarity with API, authentication, and integration concepts.
  • Understanding of data and privacy regulations such as GDPR and CCPA applicable to SaaS companies.
  • Excellent verbal and written communication skills, particularly in conveying complex technical topics to a non-technical audience and addressing customer inquiries and objections.
  • A proactive problem-solving mindset with the ability to tackle issues creatively, implement feedback, and plan for future improvements.
  • A collaborative team player with strong skills in teamwork and cross-departmental collaboration. Proven ability to manage multiple projects simultaneously while maintaining attention to detail and organization.
  • Highly self-motivated with a commitment to personal and professional excellence.
  • Enthusiastic, proactive, positive-minded, customer-focused, and service-oriented.
  • Willingness to travel up to 25%.

Why Choose Firstup?

Because you value people, the work you do, and the connections you foster. Work is a significant part of life; it makes sense to make it exceptional.

If you aspire to engage with brilliant minds in a high-growth and inclusive environment where ideas are valued regardless of their source, we invite you to consider this opportunity. This is a dynamic space, so if you thrive in uncertainty, are eager for challenges, and possess the courage to express your thoughts, you may be an ideal fit.

We provide an outstanding PTO program, comprehensive health benefits, a casual and friendly work environment, remote work options, and a leadership team that genuinely believes in your growth—both personally and professionally.

Firstup is committed to offering equal employment opportunities to all applicants and employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable laws.

The expected salary for this role ranges from CAD $60,000 to $90,000, with the starting rate of pay varying based on factors such as position offered, location, education, training, and/or experience.

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