Solutions Specialist, knack

• Customer-centric: This role embodies our company value of “Deliver Customer Trust & Value”. You have a strong focus on delivering a best-in-class customer experience
• Experienced with Selling Products: 2-4 years of experience in SMB customer onboarding, customer success, sales, or a related role
• Driven: Proven track record of meeting goals and objectives assigned
• Engaging: Exceptional communication and interpersonal skills
• Tech-savvy: Strong technical aptitude with the ability to learn and explain complex products
• Strong tech-stack: Experience with CRM software (e.g., Salesforce, HubSpot, Intercom) and onboarding tools

Desirable

• We’re seeking an energetic and curious Solutions Specialist to join our team, focused on helping small and mid-sized businesses get the most out of their trial experience with Knack. In this customer-facing role, you'll serve as a trusted guide for prospective customers—engaging with them during their trial, understanding their goals and challenges, performing demos related to their use case and helping them determine whether Knack is the right fit.
• You’ll answer product questions, provide setup guidance, and help unblock users when they get stuck. Through thoughtful discovery and personalized support, you’ll recommend the right solution and pricing plan to ensure a smooth path to conversion. This role plays a crucial role in our customers’ success journey and therefore, a crucial role in our company’s success
• Reporting To VP of Customer Experience
• Trial Engagement & Onboarding:
• Serve as the primary point of contact for prospective customers during their trial
• Guide new users through getting started: adding data, building pages, setting up workflows, and exploring features
• Answer questions about how the product works, how to solve specific use cases, and how to overcome obstacles during the trial
• Proactively monitor trial activity and reach out to users showing intent or signs of getting stuck to accelerate time-to-value
• Provide hands-on support via live chat, email, and 1:1 sessions to help users build with confidence and momentum
• Engage trial users via chat, email and virtual meetings to progress the buying cycle. Maintain CRM to progress leads and opportunities
• Discovery & Consultative Sales:
• Conduct discovery calls to deeply understand a prospect’s business needs, pain points, and success criteria
• Map their needs to Knack’s features and capabilities, showing how we can solve their use case
• Recommend the right pricing tier and plan structure based on the use case and projected usage
• Cross-Functional Collaboration:
• Share insights from trial users with Product and Customer Experience teams to improve the onboarding journey and identify feature opportunities
• Help refine onboarding materials and self-serve content to better address common questions and use case needs

• Stage 1: Applied
• Stage 2: Review
• Stage 3: Cultural 1:1 Interview
• Stage 4: Interview
• Stage 5: Group Interview
• Stage 6: Reference Checks & Offer