Solution Expert - Incident and Audit

Appriss Inc.; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical plan options

Dental coverage

Vision coverage

Health savings account

Paid parental leave

401(k) with company match

Disability insurance

Wellbeing resources

Job summary

Appriss Retail seeks a Solution Expert to act as the go-to product authority for Incident and Audit. You’ll bridge product and people who sell, implement, train, and support it daily.

Expect to lead internal and customer training, configure case workflows, and provide advanced product support. The role requires experience with loss prevention systems, strong communication skills, and a customer-first mindset.

Qualifications

• Experience with case management, compliance/audit software, or loss prevention systems.
• Ability to deliver live training or enablement sessions to customers.
• Excellent communication to explain technical workflows to varied audiences.
• Customer-first mindset translating features into business value.
• Ability to work cross-functionally with Sales, CS, Product and Support.
• Prior experience in a solution consultant, product specialist, training, or support role.

Responsibilities

• Serve as internal and customer-facing SME on Incident and Audit functionality and workflows.
• Support sales and customer success during demos and discovery calls.
• Deliver customer training sessions to drive adoption and proficiency.
• Help configure and optimize Incident and Audit usage (case linking, scoring, checklists).
• Provide advanced product support and escalate complex issues as needed.
• Collaborate with Product and Engineering to relay feedback and inform roadmap.
• Create training materials, playbooks, and FAQs for teams and customers.

Skills

Subject matter expert

Live training

Clear communication

Customer-first mindset

Cross-functional collaboration

Solution consultant experience

Job description

Appriss Retail is the total retail loss solution for omnichannel, unifying high-quality data across stores, online, and customer ser-vice to reduce returns, cut shrink, and manage incidents. Our products— Engage to reduce returns, Secure to cut shrink, and Incident to centralize visibility—help retailers move from reactive loss control to strategic profit protection. Together, they empower organizations to make better operations decisions, strengthen accountability, and put hundreds of millions back to the bottom line . Covering 40% of all U.S. transactions and active in 45 countries , Appriss Retail is trusted by 60+ of the top 100 U.S. retailers to deliver lasting performance improvement. Learn more at apprissretail.com.

About the Role

Appriss Retail is looking for a Solution Expert to serve as the go-to product authority for our Incident and Audit solutions. Incident gives LP, operations, and compliance teams a single place to open, work, and close every case — from shoplifting and ORC to safety and audit findings. Audit applies those same principles to operational compliance, replacing paper checklists with a centralized, scored auditing system. In this role, you'll bridge the gap between the product and the people who sell, implement, train, and support it every day.

What You'll Do

• Serve as the internal and customer-facing subject matter expert on Incident and Audit functionality, workflows, and best practices
• Support sales and customer success teams during demos, discovery calls, and QBRs by speaking fluently to product capabilities and value
• Deliver customer training sessions — onboarding, ongoing enablement, and named-session packages — to drive adoption and proficiency
• Help customers configure and optimize their use of Incident and Audit — case linking, audit scoring, checklist digitization, and analytics
• Provide advanced product support, troubleshooting complex customer issues and escalating appropriately when needed
• Partner with Product and Engineering to relay customer feedback, identify gaps, and inform the roadmap
• Create and maintain training materials, playbooks, and FAQs for internal teams and customers
• Stay current on retail loss prevention and compliance trends relevant to Incident and Audit use cases

What You Bring

• Experience with case management, compliance/audit software, or loss prevention systems (retail industry experience a plus)
• Comfort delivering live training or enablement sessions to customers, individually or in groups
• Strong communication skills — comfortable explaining technical workflows to both technical and non-technical audiences
• A customer-first mindset with the ability to translate product features into business value
• Comfort working cross-functionally with Sales, CS, Product, and Support
• Prior experience in a solution consultant, product specialist, training, or support role

At Appriss Retail, we offer a competitive and comprehensive benefits package designed to support your well-being at work and beyond. Benefits begin on your first day and include multiple medical plan options, dental and vision coverage, health savings and flexible spending accounts, paid parental leave, and supplemental coverage for life’s unexpected moments. We offer generous paid time off, a 401(k) with immediate vesting and company match, short- and long-term disability, and free access to health and wellbeing resources such as Calm and Sworkit. You’ll also have access to learning and development opportunities to help you grow your career. Our benefits support your well-being so you can perform your best in every part of life.

Reports to: Director, Solution Experts

Department: Product / Customer Success

Supervisory Duties: No

Travel Required: Yes, 10-15%

Location/Work Region: Remote - United States

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to protected characteristics.

The pay range for this role is:

90,000 - 120,000 USD per year (Remote (United States))