Professional Services Consultant (Senior Level)

📋 Description

• • As a Professional Services Consultant at Kustomer, you will play a critical role in onboarding and supporting new customers, guiding them through the setup, configuration, and optimization of the Kustomer platform.
• • You will work closely with customer teams to ensure seamless implementations, high user adoption, and long-term customer success.
• • Your work will be vital in transforming how businesses leverage Kustomer’s powerful CX tools to deliver world-class customer support.
• • You’ll be responsible for 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.
• • You will act as a subject matter expert on the Kustomer platform, including API integrations, automation, and omnichannel capabilities.
• • You will collaborate closely with customer technical and support teams to integrate the Kustomer platform with internal systems and external applications.
• • You will partner with Sales and Customer Success teams to provide a seamless handoff from presales to post-sales engagements.
• • You will facilitate customer workshops, technical training, and Q&A sessions, both onsite and remotely, to drive platform adoption and operational efficiency.
• • You will identify, communicate, and troubleshoot platform issues in collaboration with Kustomer’s Product and Engineering teams.
• • You will build strong customer relationships, acting as a trusted advisor to help customers leverage Kustomer’s full suite of capabilities.
• • You will develop and document best practices, implementation guides, and customer success stories to enhance future onboarding processes.
• • You will escalate project risks and issues proactively, ensuring timely resolution and customer satisfaction.
• • Your qualifications:
• • 5+ years of professional consulting experience, preferably in a customer-facing role within the SaaS or CX technology space.
• • Experience with CRM or Customer Support platforms, ideally Kustomer, Salesforce, Zendesk or similar customer support systems.
• • Technical aptitude with experience in customer support automation, chatbots, and workflow optimization.
• • Familiarity with API-based integrations and workflow tools (e.g., event-driven processes, webhooks, API calls).
• • Familiarity with agentic AI concepts (e.g., autonomous workflows, AI-driven resolution/routing) and comfort configuring and optimizing AI-powered features within a SaaS platform.
• • Understanding of data migration concepts, including working knowledge of querying, reconciliation, and basic scripting logic.
• • General awareness of web technologies and frameworks (e.g., JavaScript, Node, React) for solution validation and troubleshooting.
• • Exposure to authentication and authorization standards such as SSO and OAuth, with the ability to guide clients on implementation best practices.
• • Excellent communication, interpersonal, and writing skills.
• • Proven ability to manage complex projects and customer relationships.
• • Ability to work independently and prioritize multiple projects simultaneously.
• • Bachelor’s Degree or equivalent work experience in a related field.
• • Willingness to travel for customer engagements as needed.
• • HIPAA Compliance:
• • All roles at Kustomer may involve handling sensitive personal data.
• • Benefits:
• • Kustomer offers an array of benefits including competitive salaries and stock options.
• • In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.
• • Diversity & Inclusion at Kustomer:
• • Kustomer is committed to bringing together individuals from different backgrounds and perspectives.
• • We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.
• • We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.
• • Candidate Privacy Notice https://www.kustomer.com/privacy/candidate-statement/
• • As a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.
• • Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.