Solutions Consultant
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Job Description
Solutions Consultant being the technical expert for Customer Success at UpGuard. Responsible for customer expansion through collaboration with Account Managers and CSMs.
Responsibilities:
- Drive Technical Expansion: Act as the key technical partner for Account Managers and CSMs during renewal and upsell motions. You will lead technical deep-dives, run customized product demonstrations, and build "proof-of-value" solution architectures for our new multi-product offerings.
- Serve as the Go-To Product Expert: Maintain an expert-level understanding of the UpGuard platform, its architecture, API capabilities, and competitive differentiators. You will be the technical authority the CS team relies on to answer complex customer questions.
- Architect Complex Solutions: Design, scope, and validate deep technical solutions for our customers. This includes architecting robust API integrations to connect UpGuard with our customers' key systems (like GRC platforms, SIEMs, and other security tools).
- Manage Critical Technical Escalations: Act as an escalation point to "bridge the gap" between standard technical support and our CSMs. You will take ownership of high-priority technical issues that require deep, hands-on solutioning within a customer's environment.
- Enable the Team: Create and maintain a library of technical documentation, best-practice guides, integration playbooks, and demonstration scripts to empower the entire Customer Success team.
Requirements:
- Experience: 3+ years in a customer-facing technical role such as a Solutions Consultant, Sales Consultant, Technical Account Manager, or Professional Services Consultant. Experience in a post-sales or expansion focused role is highly preferred.
- Cybersecurity/GRC Ecosystem: Deep understanding of the cybersecurity and GRC landscape (e.g., GRC platforms like ServiceNow; SIEMs like Splunk; or other security stack tools).
- Product Expert Mindset: A passion for becoming a deep subject matter expert on a complex software platform.
- Strong API Knowledge: Hands-on experience with REST APIs is essential. You must be comfortable guiding customers on implementation, reading documentation, and using tools like Postman to troubleshoot.
Benefits:
- Monthly Lifestyle subsidy: Use this for financial, physical, and mental well-being
- WFH set-up allowance: To ensure you have the right environment to work in, we will help you get set up within your first 3 months at UpGuard
- $1500 USD annual Learning & Development allowance: To support your career development, all team members will be able to expense development opportunities against this allowance
- Annual leave: 6 weeks PTO plus two additional UpGuardian leave days to give you time to recharge your batteries.
- 18 weeks paid Parental Leave: Irrespective of parenting role
- Personal Leave Allowance: This includes sick & carer’s leave
- Fully remote working environment: While we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance
- Top-spec hardware: All team members will be provided with top-spec laptops for their role
- Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work
- Health Insurance: Health, dental, and vision insurance
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