Solutions Consultant, Emplifi
North America
Customer engagement platform
Be an early applicant
Customer engagement platform
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To help enterprise-level brands close the customer experience gap across the entire CX journey.
Role
Who you are
- 5+ years of social media, digital marketing or CX solution design/consulting operating within web technologies, SaaS, online media or innovative online product environment
- 5+ years of client-facing experience engaging with different types of stakeholders, from C-Level to Practitioners
- Effective time and project management skills
- Fluent English language skills are required, additional language skills a benefit
- Ability to work well independently or in a team environment
- Superior communication and presentation skills
- A methodical and meticulous approach to preparation and execution
What the job involves
- As a Solutions Consultant, you’ll be acting as your prospects’ and customers’ Emplifi solutions expert and you’ll be expected to:
- Be a technical thought leader by sharing your broad technical knowledge of the Emplifi platform, our competition, and the industry with Emplifi accounts – increasing the demand for our modern engagement platform
- Utilise your broad industry technical knowledge, Emplifi solutions expertise (including the latest innovations and solutions), and your accounts’ technology environments to develop strategic roadmaps to help your accounts get to their desired future state
- Assisting AEs & CSMs with presales support delivering compelling demos, gathering requirements to construct the solution proposal, assisting during trial or POC and orchestrating RFPs
- Build strong relationships with technical decision makers and become a trusted technology advisor for CX transformation
- Demonstrate change management leadership skills and project management skills by assisting customers with new process and workflow changes as they move towards the desired future state
- Drive long-term growth by focusing on sustainable usage of Emplifi solutions that align to accounts objectives and business value
- The Solutions Consultant role is to provide technical consultancy (product/solution) to the regional sales team working with Account Executives and Customer Success Managers in acquiring new business and expanding current client portfolios within assigned territories
- Working with Account Executives, Solutions Consultants
- And develop relationships with key prospects’ technical decision makers within assigned territories and better understanding of prospects’ pain points and how Emplifi solutions can address their challenges
- Working with Customer Success Managers, Solutions Consultants help to understand the structure of client businesses, their practices, team structures and consults on how clients can make better use of the Emplifi Solutions to address their current and future needs, thus aiding AE and CSMs in expanding and upselling their portfolios
- As the solutions expert, you will play a pivotal role in defining, architecting, demoing and proving the value of Emplifi to prospective and existing clients
- Support AEs & CSMs at assigned territories to establish & drive accounts’ technology roadmap by tightly integrating their priorities with Emplifi capabilities & solutions. Anticipate and remediate technical and architectural blockers
- Be a technical seller & partner with AEs to “sell it right” and ensure proposed solutions address customers’ business objectives. Clearly define what and how we are going to build the solution and align sales opportunities to customer business objectives
- Presales support for solution delivery – meaning assisting AEs & CSMs with presales support, delivering compelling demos, gathering requirements to construct the solution proposal, assisting during trial or POC and orchestrating RFPs
- Partner with Customer Success team to ensure adoption of Emplifi solution meets customer expectations. Drive sustainable results by focusing on activation and adoption of products that achieve stickiness by being essential for the customer’s workflows and processes to realise full Emplifi value. Work closely with CSMs to create and deliver QBRs (Quarterly Business Review) and annual reviews to selected customers
- Technical demand gen and technical validations of new and relevant use cases supporting upsell/cross-sell opportunities to help customers envision the new possible and architect and facilitate the implementation of new workflows helping to build proof of concepts and use cases
- Populate the client’s suite library (replicable assets such as reporting and community management dashboards) to accelerate full adoption. Create user guides (guidelines, how-to, playbooks, etc.), use cases, and collaterals to empower users and guarantee constant usage growth
- Drive innovation by managing Beta Programs in partnership with the Product Team and updating the key external stakeholders about new relevant product releases and roadmap features
- Display, maintain and apply knowledge of competitive technology through ongoing and consistent market research and analysis. Utilise this knowledge and research to present a perspective on competition internally, to shape product development and go to market strategy
- Understand accounts needs. Engage and communicate effectively with the product/development team by attending product meetings, give prospect and client feedback, and suggest improvements in the solution
- Build and maintain a library of strategic reports, consulting methodologies and marketing materials tailored to their targeted industries in the region
Our take
Companies across all sectors look to constantly improve customer experience and user journeys. It’s important with evolving technologies for companies to stay fluid using customer insight or feedback to tailor experiences and stay relevant. Emplifi is a customer engagement platform designed to support brands with insights needed to understand their customers and provides tools to better the CX journeys.
The company supports deep understanding of the most used social media platforms through to automated AI-powered solutions to iron out bumps in the user journey. Emplifi has created a plethora of cloud products that can be suitable for a multitude of clients, opening themselves up to a wide client base. The company has recently integrated Snapchat and deepened TikTok understanding among the already connected apps, to help convert clients' social media followers into their customers.
The impressive client roster (7,000+brands) includes the likes of Delta Air Lines, Ford Motor Company, and McDonald's. To already be working with household names like these speaks to the reputation the company has already created through its well-performing products. Emplifi received funding in 2022 to accelerate product innovation and growth through existing and new markets, and launched 10 new AI-powered marketing and customer care tools to accelerate its growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Feb 2014
$26m
SERIES C
Nov 2012
$6m
SERIES B
Total funding: $34m
Company benefits
- International, fast paced and rapidly growing environment
- Chance to work with the world’s biggest brands at the CX tech leader
- Agile and open-minded culture, with high levels of trust and flexibility
- Opportunity for professional growth and development
- Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
- Benefits package including Medical, Dental, Vision & Life Coverage Options
- Flexible Working Hours
- Unlimited PTO
- 12 paid Holidays
- 2 Paid Community Service Days
- Company paid STD and LTD
- 401K
- Parental Leave Benefits
- Educational Reimbursement Opportunities
- Referral Bonus Program
- Access to an Employee Assistance Program (EAP)
- Scheduled Company Learning Days and access to additional courses via our online Emplifi Academy
Company HQ
Easton, Columbus, OH
Leadership
Mark Zablan
(CEO)Previously CEO of Socialbakers, CRO of Sitecore and President - Europe, Middle East and Africa for Adobe.
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