Enterprise Solutions Specialist

Department: Professional Services
Reports To: Sr. Director of Solutions
Location: Remote

About Repsly

Repsly, a B2B vertical SaaS company, is the global leader in intelligent Retail Execution solutions. We empower many of the most innovative Consumer Goods Brands and Retail Service Providers in 80+ countries around the world, including Kraft-Heinz, Dyson, Keurig Dr. Pepper, Anheuser-Busch, Core-Mark, and Crossmark.

At the core, Repsly is powered by a team of skilled, diverse, and committed humans. Originally founded out of Zagreb, Croatia we are headquartered out of Boston, USA with partners worldwide. If you are looking for an opportunity to combine your talent, passion, and positive energy to play a meaningful part in the growth story of a world-class global SaaS company, then Repsly is a great fit for you!

Position Overview

As a member of the Professional Services organization, the Enterprise Solutions Specialist will support the critical early phase of the customer lifecycle, pre-sales technical validation and post-sales customer onboarding. The Solutions Specialist will partner with AEs and CSMs to identify the appropriate steps to define customer business goals and technical requirements in order to evaluate and implement their use case for the Repsly software solution. You will build trusted partner relationships, gather and map business requirements to technical capabilities, lead customer enablement, and project manage the pilot and onboarding process. This includes owning the pilot and implementation timelines, collaborating with the customer’s project management team, and coordinating with internal resources including AEs and CSMs.

Working closely with Repsly Professional Services Team, Customers Success Managers, and Corporate and Strategic Account Executives, success in the role is measured by:

• Managing the Technical Validation phase of the Sales process. Technical Validation in this process is defined as the necessary steps to validate the technical feasibility of a prospect’s use case and establish accurate expectations on the end user experience. This includes documenting the customer’s business goals, establishing measurable success criteria, and defining functional requirements. The Technical Validation phase may include a free Proof of Concept (trial) or other technical conversations about Repsly’s Product and Service offerings.
• Collaborating with AEs and CSMs in pursuit of the company’s Revenue Growth and Net Retention Targets. The Solutions Specialist will have a critical role in qualifying Corporate and Strategic pre-sales opportunities to determine if the Repsly platform can meet the customer’s needs. This includes scoping customer business use cases and workflows as well as technical requirements to determine Product fit. The Solutions Specialist will also be responsible for onboarding Corporate and Strategic customers post-sale, ensuring a successful handoff to our Customer Success Team.
• Driving strong customer satisfaction by delivering a seamless onboarding experience within customer’s timeline goals.
• Accelerating the customer’s time-to-value and driving user adoption during implementations to improve net revenue retention.
• Creating a professional customer experience at every stage of the pre-sales and implementation process, as measured by adherence to our project management and implementation framework.
• Project managing a portfolio of Corporate and Strategic customer implementations to successful outcomes, accelerating Time to Value, growing & retaining customers. Managing multiple projects and stakeholders, internal and external, simultaneously, measured by adherence to our Productivity and Quality (Retention) targets.

Responsibilities

Proactively manage Corporate and Strategic customers to increase Conversion, Adoption, Growth & Retention. Own the customer journey & experience from Technical Validation through Implementation while serving as their business partner. Contribute to internal cross-functional projects to help streamline our processes and scale our service offerings to evolving market needs.

Responsible for the following activity allocations that may shift with needs of the business:

Pre-Sales

• 30% Understand customer requirements and translate them to our solutions’ capabilities during the Technical Validation phase.
• 10% Partner with AE’s to represent our solution to prospective customers through demos & technical conversations.
• 10% Help optimize our Solutions Engineering standards and processes in partnership with the Sr. Dir. of Solutions and AE’s. This includes maintaining our demo script in alignment with market changes and new product releases, managing Mutual Action and Close Plans, and updating our demo environments.

Post-Sales

• 30% Help drive early adoption, setting KPIs and success metrics for ROI. Implement technical solutions to the customers’ key business challenges, requirements, and business goals, both strategic and tactical. Provide customers with guidance around industry best practices, templates, and use cases to set them up for success. Train and enable customers to use the Repsly platform and its powerful features as efficiently as possible.
• 10% Engage with customer stakeholders to understand their business and technical goals for using Repsly, building credible relationships throughout the customer organization, from Leadership to mobile app users in the field. Understand and document client stakeholder roles & hierarchies. Communicate requirements, use cases, and setup decisions to CSMs to ensure a successful transition.
• 10% Maintain consistent and concise internal communication across multiple teams. Actively contribute to continually improve processes and materials that enhance efficiency and customer experience during onboarding. Advocate customer business use cases to Product Management.

Note: percent break-outs are intended to be best estimates given information we have today; as the role matures, the breakout of time and prescribed set of activities may vary and evolve in response to the needs of the business.

Requirements and Experience

Job/Task Related Qualifications:

• Bachelor’s degree or equal relevant experience.
• 3+ years project management and/ or technology implementation experience; ideally complex. implementation projects across multiple senior client stakeholders at a SaaS company or similar.
• 2+ years of experience in the Consumer-Packaged Goods (CPG) industry preferred.
• Ability to translate customer business requirements & workflows to technology product capabilities through live demonstrations.
• Excellent communication skills both written and oral. Ability to collaborate with and motivate customer stakeholders at various levels of the organization, including senior management.
• Excellent at asking questions & actively listening. Always friendly, clear, & concise. Comfortable with difficult conversations.
• Ability to manage up to 10 projects simultaneously.
• Familiarity with SaaS, Agile, and/ or Scrum.
• Experience managing customers through a sales pipeline.
• A sincere care for the success of our customers.
• Ambition to grow professionally as part of a collaborative and committed team.

To apply, please send an e-mail with a cover letter and resume to: careers@repsly.com.

Repsly is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.