Technical Success Consultant

What you’ll do:

• End-to-End Onboarding & Enablement: Lead clients through the full onboarding process, defining the technical project plan and key success goals. Enable specific platform configuration and workflow development based on their business needs.
• Training & Consultation: Deliver engaging product training sessions tailored to different client roles and technical abilities. Ensure clients feel confident using the platform and can embed it effectively into their workflows.
• Technical Guidance: Act as the primary technical advisor, providing high-level consultation and best practices for technical setup, integrations, data migration, and advanced system configuration. You will guide the client to perform the work, rather than doing it for them, focusing on the strategic “why” and “how”.
• Smooth Handover & Collaboration: Collaborate with the Sales team to capture client requirements and expectations, ensuring a seamless transition into onboarding and providing technical expertise during pre‑sales conversations.
• Technical Problem‑Solving: Address client technical queries and challenges with a consultative approach. Serve as the primary escalation point for complex technical pain points raised by the Client Success Partners, ensuring quick and accurate resolution.
• Product Configuration & Optimisation: Work with clients to configure features and settings to suit their unique business processes, while advising on optimal ways to use the platform for maximum value. Document and flag potential expansion opportunities identified through configuration needs (e.g., specific integrations, custom modules).
• Client Readiness & Monitoring: Regularly check client adoption progress, ensuring training goals are met and clients are confident using the system. Utilize platform usage data to proactively identify configuration risks or adoption blockers during the launch phase.
• Feedback & Continuous Improvement: Gather and communicate client feedback during and after onboarding to the Product and Engineering teams to influence the product roadmap and improve implementation processes.
• Cross‑Functional Collaboration: Partner with Product, Support, and Client Success colleagues to ensure client onboarding is smooth and scalable, flagging any technical improvements needed. Serve as a subject‑matter expert on the client’s third‑party software and technology stack.
• Proactive Content & Adoption: Leverage tools like Userflow to create and enable targeted, automated product walkthroughs for onboarding and feature adoption. Coordinate and manage client participation in Beta Programs for new features and releases.

Your skills, behaviours and values:

• B2B SaaS Onboarding: 2 years’+ experience in a Technical Consulting or Onboarding role within a B2B SaaS environment.
• Technical Aptitude: Demonstrated comfort with data migration, complex system configuration and troubleshooting technical platform challenges.
• Training & Facilitation: Experience delivering training sessions (1:1 or group) in a way that is engaging, clear, and tailored to different client needs.
• Consultation Skills: Proven ability to provide strategic, high‑level advice rather than hands‑on assistance. Must be skilled at educating clients to use the system themselves.
• Project Management: Proficiency in defining, structuring, and managing technical client onboarding projects and timelines.
• Data Fluency: Ability to analyse product usage data and interpret adoption metrics to inform client configuration strategies.
• Expectation Management: Strong ability to manage scope, negotiate client requirements, and articulate technical limitations clearly and professionally.
• Product Enablement: Hands‑on experience with user adoption or enablement tools (Userflow, etc.) or a high technical aptitude for quickly mastering them.
• Communication: Exceptional verbal and written skills, with the ability to translate complex technical concepts into clear, client‑friendly business value.
• Solutions‑Oriented and Scalable Thinking: Possesses a proactive approach to anticipating and solving challenges, always seeking ways to improve efficiency and reduce client reliance on one‑to‑one support.
• Organised & Adaptable: Skilled at managing multiple client onboarding projects simultaneously, with a structured approach to project milestones and timelines in a fast‑paced environment.

Salary & Benefits:

The base salary is £37,000 per year.

Other elements of compensation include 23 days of holiday (increasing with tenure) plus UK bank holidays, a £50 monthly gym contribution, pension contribution, private healthcare option, extended parental leave, and a remote working option. You will have up to 5 days of holiday‑buy‑in, and drinks and snacks are provided at our modern workspace near Elephant & Castle underground station. We operate a hybrid working model with a minimum of 8 days per month in the office, and the first month requires full‑time attendance from 8:30 am to 5:30 pm.

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