Senior Solutions Consultant

Customer Success London, England


Description

Optimizely is the world’s leader in experience optimization and is consistently ranked as a market leader in digital experience creation, supporting the digital journeys of 9,000+ global brands. Our mission is simple; we empower people to unlock their digital potential by giving them the tools and the confidence they need to operate freely so that they can create and optimize digital experiences that result in outsized outcomes for businesses and people.

With Optimizely, no matter your goals, no matter your industry, no matter your experience, there’s no limit to what you can do. We equip teams with the tools and insights they need to experiment in new and novel ways. Companies can operate with data-driven confidence to create hyper-personalized experiences. Building sophisticated solutions has never been simpler.

The scale of our product has created tremendous potential for growth with Optimizely – growth of teams, growth of influence, and growth of personal careers. If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started...

 

The Personalization Solutions Consultant at Optimizely deliver the initial technical customer experience during onboarding of the personalization product suite (Content recommendations, Product recommendations, Experimentation). Additionally this is the person to maintain dedicated technical support for a number of existing launched enterprise clients. The work between onboarding and launched client support is split 70% / 30 % respectively.

The Solutions Consultant will work closely with our Clients and Partners on new implementation as well as communicate technical requirements based on Optimizely’s Personalization suite. Technical troubleshooting, conceptualizing technical solutions and consultancy based on client’s business goals are also a part of the daily work.


As a Personalization Solutions Consultant, you will:

  • Guide technical client resources through the successful implementation of Content and Product Recommendations, which are systems with separate databases and requirements, but often serve global client business goals.
  • Communicate product knowledge and concepts clearly and concisely as required to both technical and non-technical audiences including marketing team members, analysts and developers.
  • Confidently educate client executive team members whenever needed to ensure they become our champions.
  • Communicate actively with internal product engineering and developer teams in order to reach the best technical solutions and effective troubleshooting. Additionally, help these engineering resources with QA of prospective and implemented solutions.
  • Solve and incorporate technical complex customer, marketing, developer and organizational challenges
  • Provide rules of engagement and technical project management as you work with customers to assist them through the implementation process while helping them as they troubleshoot JavaScript and API integrations
  • Balance multiple customer-facing projects and priorities at once while meeting appropriate timelines. Each project in the context of onboarding ranges between 3 weeks and 6 months implementation work.
  • Identify potential challenges and recognize resources required for resolution
  • Feel comfortable working with a dynamic portfolio of varying clients in a vast range of industries (from commerce to finance to healthcare to tech), including B2C and B2B
  • Understand and respect confidentiality when it comes to client information
  • Work closely with the Onboarding Engagement Managers and Customer Success teams to provide all of the information required to support on-going specific product implementations as it relates to scope, timeline and budget
  • Travel for client meetings or internal training is not part of the regular job in this role. However, in exceptional circumstances it might be possible and will be discussed in advance


About you:

  • 5 years + SaaS / PaaS E-Commerce experience
  • Highly analytical with a strong desire to achieve top results and break through barriers, determined to adapt quickly and comfortable with some ambiguity. Open-minded and creative approach to problem solving.
  • Knowledge of JavaScript, server-side and client-side API integrations, HTML, SQL / Database Modeling, and/or willingness to learn
  • Understanding of Restful APIs, how to troubleshoot, and guide developers through implementation
  • Strong customer-facing skills, able to maintain and drive relationships with multiple stakeholders
  • Excellent written and verbal communication skills when working with both technical and non-technical audiences with the ability to clearly and thoughtfully explain product concepts including market positioning and technical knowledge
  • Comfortable articulating customer concerns and challenges to the Product, Sales and other internal teams as an advocate on our customers behalf
  • Comfortable articulating product and engineering features to clients and ability to see “the big picture” when it comes to system architecture
  • Ability to work well under pressure, while retaining focus and composure
  • Drive to learn and share knowledge with customers and teammates
  • Confident; self-motivated and organized
  • Enjoy working in a team environment but able to work independently
  • Strong work ethic
  • Practical and imaginative when it comes to solutions; open-minded & creative when it comes to problem solving

 

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.  

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