About Us:

- Apty is a rapidly scaling SaaS company helping global enterprises accelerate software adoption and digital transformation.

- With teams across India and the USA, we are building an AI-first Digital Adoption Platform that simplifies user experience, improves productivity, and reduces support overhead.

- We're on a mission to build a high-performance and people-centric culture that celebrates innovation, diversity, and growth.

- Trusted by millions of users worldwide, including Fortune 1000 Companies, Apty empowers employees to excel in their roles by promoting engagement and enhancing data hygiene.

Role Summary:

- We are looking for a dynamic and customer-focused Customer Solutions Consultant to join our team.

- In this role, you will be the primary Subject Matter Expert (SME) for Apty's clients, serving as the key liaison between our customers and internal teams.

- You will oversee customer implementations, design tailored solutions based on business requirements and ensure that customers achieve their desired outcomes and ROI using Apty.

- This role requires a proactive, empathetic, and analytical professional who thrives in a challenging environment, excels in communication, and demonstrates a strong ability to handle customer needs effectively.

Responsibilities:

Customer Engagement and Support:

- Act as the primary SME and trusted advisor for customers throughout their journey with Apty.

- Develop strong, empathetic relationships with customers, ensuring a deep understanding of their business needs, goals, and pain points.

- Manage day-to-day customer interactions, addressing queries, resolving challenges, and ensuring a positive experience.

Customer Implementations and Solution Design:

- Lead and manage end-to-end customer implementations, ensuring timely and successful deployments.

- Gather, analyze, and document business requirements from customers to design customized, customer-centric solutions.

- Develop tailored solutions leveraging Apty's platform capabilities, focusing on feasibility, scalability, and alignment with customer goals.

- Collaborate with internal teams (e.g., Product, Engineering) to resolve technical challenges and deliver on customer expectations.

ROI and Customer Success Metrics:

- Define, track, and ensure that customers achieve measurable ROI from Apty's solutions.

- Regularly track and manage Customer Health Scores, identifying risks and developing mitigation strategies to improve customer satisfaction and retention.

- Monitor and report on key performance indicators (KPIs) to measure solution effectiveness and client success.

- Partner with Account Management to facilitate renewal discussions and upsell opportunities by showcasing value delivered.

Problem-Solving and Crisis Management:

- Act as the first line of support for escalated issues, handling complex customer challenges with professionalism and efficiency.

- Proactively identify potential risks to customer satisfaction and address them promptly.

- Thrive in high-pressure situations, maintaining composure while working collaboratively with internal teams and customers to resolve critical issues.

Interpersonal and Communication Excellence:

- Deliver compelling presentations to stakeholders, showcasing Apty's solutions, implementation plans, and ROI metrics.

- Write clear and concise documentation, including solution designs, implementation plans, and customer-facing reports.

- Communicate technical and business concepts effectively to non-technical audiences, ensuring clarity and alignment.

Collaboration and Teamwork:

- Partner with internal teams, including Customer Success, Product, and Engineering, to provide feedback on customer needs and feature requests.

- Contribute to the continuous improvement of Apty's implementation processes, playbooks, and best practices.

- Actively participate in team discussions and knowledge-sharing sessions to enhance the collective expertise.

Requirements:

Technical Skills:

- Strong understanding of SaaS products and digital adoption platforms.

- Ability to design and document tailored solutions, including workflows, integrations, and configurations.

- Proficiency in analyzing and interpreting customer data to measure ROI and health metrics.

- Experience with customer success platforms, CRM tools, or project management tools is a plus.

Soft Skills:

- Impeccable interpersonal skills: Empathetic and customer-oriented with a knack for building strong relationships.

- Exceptional communication skills: Superior verbal and written English proficiency, with the ability to deliver impactful presentations.

- Problem-solving mindset: Analytical thinker capable of identifying root causes and proposing effective solutions.

- Resilience under pressure: Thrives in challenging environments, handling crises with professionalism and composure.

- Ownership and accountability: Takes initiative, demonstrates responsibility, and follows through on commitments.

Other Qualifications:

- Bachelor's or Master's degree in Business, Information Systems, or a related field (or equivalent work experience).

- 2-5 years of experience in customer success, solutions consulting, or a similar customer facing role within a SaaS company.

- Proven experience in handling client implementations, designing solutions, and managing customer relationships.

- Strong organizational and project management skills, with the ability to prioritize multiple tasks effectively.

Preferred Skills (Nice to Have):

- Knowledge of JavaScript, HTML, CSS, or other relevant technical skills.

- Experience in digital adoption platforms or enterprise software.

- Familiarity with customer health scoring models and account management processes.

- Certification in customer success or related fields (e.g., Certified Customer Success Manager) is a plus.

Benefits:

- Be part of a dynamic, growth-oriented team committed to revolutionizing digital adoption.

- Work closely with industry-leading clients to help them achieve their business goals.

- Develop your skills in a challenging yet rewarding environment, with opportunities for professional growth and advancement.

- Collaborate with a passionate, supportive team that values your contributions.