Client Solutions Specialist's essential roles and responsibilities include, but are not limited to the following:
Client Engagement
- Lead strategic advisory engagements and operational reviews with client leadership to evaluate platform performance, recommend structural workflow redesigns, and drive long-term operational efficiency.
- Design and prescribe custom product workflows and governance models for key accounts.
- Evaluate client business processes and independently determine strategic interventions to optimize platform ROI.
- Exercise independent discretion in evaluating and resolving escalated operational roadblocks that impact client retention and business continuity.
- Explain root causes of issues in plain language, connecting technical details to client business impact
- Develop and implement scalable operational frameworks, change management strategies, and best-practice standards utilized across client organizations.
- Serve as a calm, confident presence during high-friction or escalated client moments
Technical Resolution
- Diagnose complex, systemic platform integration failures and architect comprehensive mitigation strategies that safeguard key client operations and revenue continuity.
- Serve as the definitive cross-functional escalation lead, exercising independent judgment to orchestrate remediation roadmaps across Product, Engineering and client-facing teams during critical operation crises.
- Determine the strategic necessity of custom engineering interventions versus workflow workarounds based on enterprise business impact, risk exposure, and client lifecycle value.
- Author standardized diagnostic frameworks, advanced troubleshooting methodologies, and institutional knowledge governance models utilized across global client operations teams.
Team Contribution
- Design, architect, and oversee comprehensive enablement, readiness, and technical proficiency frameworks for client operations teams, establishing standardized competency models and continuous coaching methodologies to drive
- Author, govern and continuously optimize Client Operation standard operating procedures (SOPs) and service escalation policies that dictate cross-functional workflows across Support, Product, Professional Services, Consulting and Technical Success Managers.
- Spearhead or collaborate on cross-functional change management initiatives and key client education programs with Professional Services, Strategy, Consulting based on Go To Market efforts.
- Create a culture of continuous improvement and learning
- Foster collaboration within team and across the company
- Performs other duties as assigned and modified at manager's discretion
Education, Work Experience, Knowledge, and Certifications Required
- Experience in enterprise SaaS operations, management consulting, or complex technical account management.
- High degree of independent judgment and accountability, with a history of evaluating business trade-offs and executing operational decisions without prescribed parameters.
- Demonstrated expertise in multi-system workflow architecture, enterprise integration governance, and mapping complex business processes to SaaS platform capabilities.
- Advanced capability to evaluate client business models, identify systemic operational friction, and independently design end-to-end workflow solutions.
- Demonstrated track record of partnering with C-suite and VP-level client executives to drive platform adoption, operational change management, and alignment with client business goals.
- Experience authoring and implementing organizational standard operating procedures (SOPs), enablement frameworks, or service escalation governance across cross-functional departments.
Preferred
- Experience in SaaS, proptech, or multifamily industry
- Familiarity with CRM platforms (e.g., Salesforce), Property Management System (PMS) integrations, or Internet Listing Services (ILS) workflows
- Experience implementing continuous improvement within client operations or consulting environments.
- Proficiency with business intelligence tools (e.g., Tableau, Looker, SQL) to evaluate operational health metrics, platform adoption patterns, and client retention risks.
- Demonstrated success designing and scaling enterprise knowledge bases, customer operations playbooks, or cross-functional enablement curricula
Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Funnel, we are committed to building a proptech company that is as diverse as the multifamily industry we serve, and that means to not only live our inclusivity, but also to support and encourage it among all society. If you are excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.Job ResponsibilitiesThe above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. Funnel may change the specific job duties with or without prior notice based on the needs of the organization.
BenefitsEmployees may be eligible for various benefits. Generally, we provide employee access to:
- Health insurance
- Dental and Vision insurance
- Company paid Life/AD&D
- Long-term Disability insurance
- Short-term Disability insurance
- Term Life insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Retirement Plan - 2% company match
- EAP
In addition to these benefits, we also offer
- Uncapped Discretionary Time off
- Sick Leave
- 14 paid holidays
- One time remote work stipend
- Employee recognition program
- Employee-led Groups (ELG's)
