Description

We’re not your typical reviews company. We give brands the tools to make smarter decisions and improve consumer experiences by unlocking insight obtained from real customer feedback. As well as helping to increase conversion rates, improve SEO and reduce churn, Feefo applies smart technologies such as artificial intelligence and machine learning to customer reviews, helping businesses to build relationships, improve brand reputation and make informed decisions for the future.

Don’t just take our word for it – Feefo is a Google Premier Partner, working with over 3,500 brands and trusted by millions of consumers worldwide! Feefo’s famous star rating system boosted by a range of insight tools helps thousands of businesses discover how they can improve, grow and what makes them special to their audiences.

As a senior member of the Feefo Professional Services Team, the Senior Solutions Consultant (SSC) will take a proactive role in supporting the Sales, Partner, Product and Customer Success teams from both a commercial and technical perspective. As an active member of the Feefo team, the SSC will take joint responsibility alongside members of the sales team in preparing and delivering tenders, pitches and communications for prospective and existing Enterprise / mid-market clients.

Responsibilities

The SSC will gain an in-depth understanding of the prospect’s solution requirements and analyse how these will be facilitated by the Feefo platform, in addition to delivering product and solution demonstrations.

The most critical aspect of this position will be the ability to connect business value to the technical function based on a solid understanding of the Feefo platform’s features and business benefits. Equally, you are to support the ongoing evolution of market messaging, sales processes and product positioning.

You will also be required to coach, mentor & line manage junior members of the Solutions team to ensure they develop into fully-fledged solutions professionals.

You’ll be mainly working with mid-market and enterprise prospects and clients and will ensure that achievable expectations are set from the beginning of the engagement to deliver a ‘best-in-class’ solution and help support future client advocacy and retention.

Where necessary you may be engaged to support professional services initiatives with pre-existing clients. This includes, but is not limited to:

• Necessary data/platform migration
• Re-implementation of key solutions such as website integration
• Product training
• Adoption of new features/brands
• Third-party integration support
• Proof of concept projects with clients

You will work closely with the wider Product team to share insight from clients on their goals and functional expectations of the platform and will maintain a detailed and current understanding of the competitor landscape. In general, the CSC should be recognised as a key point of contact for product/technical knowledge throughout the business.

A critical aspect of this position will be the ability to manage a fluctuating pipeline of clients and understand the capacity/workload of the professional services team to ensure that we meet, and ideally exceed, the client’s expectations by delivering a five-star experience from pre-sales through to implementation and beyond.

Restrictions permitting, this role may involve travel to meet prospective/existing clients across the UK.

Personal Contributions

• Be fully ‘Feefo literate’, liaising with prospective and existing clients from a technical and product perspective
• Provide best practice live demonstrations of the Feefo product to prospective clients
• Lead on and/or support complex implementation projects ensuring a smooth transition from Sales to Customer Success
• Recommend products and services that will add value based on client need
• Offer solutions-based support to the sales process, contributing to client proposals where necessary
• Communicate regularly and confidently with internal and external business stakeholders
• Demonstrate awareness of the commercial demands of the wider business
• Lend support to the RFP process, assisting in existing bid management activities
• Facilitate the delivery of implementation projects for our enterprise clients, adhering to a mutually agreed scope of work / timeline
• Deliver on agreed professional services projects with our existing clients to optimise improve their platform usage
• Act as an internal conduit between technical and non-technical teams to translate technical information into simple language appropriate to the audience
• Work with the Sales, Partner, Product and Customer Success teams in gathering and assessing customer needs, both business and technical
• Identifying customer wide constraints that impact the solution and feeding that information back to the Product team
• Actively contribute to the process of continual improvement for yourself, your team and Feefo as a whole
• Coach, mentor and line manage more junior members of the team

Requirements

3+ years experience in a B2B customer facing, professional services, technical sales role.Working knowledge of web applications/technologies.

Working knowledge of APIs and webhooks.

Working understanding of web-based languages (e.g. JavaScript, HTML, CSS).

Confident communicator with senior stakeholders both internal and external.

Able to work under pressure, at pace, whilst maintaining the highest standards.

Commercially astute and able to facilitate/ add value to external/ internal discussions with clients and the Sales team.

Approachable and personable, able to swiftly inspire confidence in people.

An ‘active listener’ who can quickly build rapport/integrity with clients.

Able to quickly grasp the full functional capability of the Feefo platform and understand its place in the market.

Clear communication skills, capable of addressing both technical and non-technical audiences.

Willingness to work collaboratively within the team and extended team.

Ability to work off-site on occasion (e.g. visiting client premises as part of a bid or implementation project).

Benefits

Competitive base salary and bonus healthcare cash plan / private healthcare

Pension scheme

25 days holiday

Additional x 2 days holiday for Volunteering / Charity Work

Professional Development – access to Linkedin Learning and much more

Eyecare vouchers

Life Assurance

Income Protection

Hybrid / Remote Working