Solutions Consultant- Customer Sucess

MetricStream; Greater London; On-site; GBP 70,000 - 95,000; Full time

Job summary

A leading enterprise software company in Greater London is seeking a Solution Consultant to ensure customer success and maximize the value of its products. The role involves engaging with clients, guiding them through implementation, and analyzing product usage. Ideal candidates will have over 5 years of experience in customer success or account management, along with strong communication skills. Proficiency in Spanish or Portuguese is preferred. This is a full-time opportunity based in the UK.

Qualifications

• 5+ years in Customer Success, Account Management, or Consulting roles, preferably in SaaS.
• Proven track record managing enterprise customer relationships.
• Strong communication, negotiation, and problem-solving skills.

Responsibilities

• Engage with customers to understand their challenges and success criteria.
• Guide customers through onboarding and implementation.
• Analyze customer health scores to address risks.
• Drive product adoption and value realization.
• Monitor customer health scores, engagement and usage to address risks and identify growth opportunities.
• Develop strategic account plans for long-term success and satisfaction.
• Drive renewals by delivering ongoing value and addressing concerns.
• Identify upsell opportunities in collaboration with Sales and Account Management.
• Provide customer insights to internal teams to influence product and service improvements.
• Collaborate with Professional Services and Support to resolve issues for a seamless experience.
• Advocate for customers through case studies and community contributions.

Skills

Customer Success

Account Management

Negotiation

Problem-solving

Data analysis

Communication

Spanish/Portuguese

Negotiation

Education

Bachelor's degree in Business or related field

Job description

Applicants must have authorization to work in the UK without employer sponsorship. We are unable to sponsor or assume sponsorship of a work visa at this time.

As a Solution Consultant - Customer Success, you will ensure the success and satisfaction of MetricStream’s customers by driving the adoption, retention, and expansion of our solutions. You will work closely with customers to understand their business needs, help them achieve their goals, and maximize the value of their investment in MetricStream’s products and services.

Key Responsibilities

• Proactively engage with customers to understand their challenges, define success criteria, and track progress toward achieving their goals.
• Capture business requirements
• Establish business outcomes
• Design and demonstrate solutions
• Guide customers through onboarding, implementation, and best practices to drive product adoption and maximize value realization.
• Analyze customer health scores, engagement levels, and product usage to proactively address risks and identify opportunities for retention and growth.
• Develop and execute strategic account plans to ensure long-term success and customer satisfaction.
• Drive customer renewals by demonstrating continuous value and addressing any concerns proactively.
• Identify opportunities for upselling and cross-selling additional MetricStream solutions in collaboration with Sales and Account Management teams.
• Provide valuable customer insights to internal teams, influencing product enhancements and service improvements.
• Collaborate with Professional Services and Support teams to resolve customer issues efficiently and ensure a seamless experience.
• Advocate for customers by sharing success stories, participating in case studies, and contributing to community forums.

Skills and Experience

• 5+ years of experience in Customer Success, Account Management, or Consulting roles, preferably in SaaS, GRC, or Enterprise Software.
• Proven track record of managing and growing enterprise customer relationships.
• Spanish and/or Portuguese language skills preferable.
• Strong understanding of GRC, risk management, compliance, and regulatory frameworks is a plus.
• Exceptional communication, negotiation, and problem-solving skills.
• Ability to analyze data, interpret insights, and drive strategic decision-making.
• Experience working cross-functionally with Sales, Product, and Support teams.

Education

• Bachelor’s degree in Business or a related field, or equivalent relevant work experience.

MetricStream is proud to be an Equal Opportunity Employer. We not only celebrate diversity, we thrive on it. We are committed to creating an all-inclusive workplace and do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, genetic information, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other applicable characteristics protected by local, state or federal laws. All employment is decided on the basis of qualifications, merit, and business need.