Customer Solutions Advisor

The Customer Solutions Advisor is a hybrid technical specialist, onboarding guide, and customer champion responsible for supporting customers throughout their entire journey with Build Concierge. From pre-sales discovery and demos to onboarding, training, troubleshooting, and long-term success, this role ensures customers achieve maximum value from our AI-powered platform.About the roleAs a Customer Solutions Advisor, you will be a hybrid technical specialist, onboarding guide, and customer champion responsible for supporting customers throughout their entire journey with Build Concierge. From pre-sales discovery and demos to onboarding, training, troubleshooting, and long-term success, this role ensures customers achieve maximum value from our AI-powered platform. Working closely with Sales, Product, and Development, the Customer Solutions Advisor helps translate customer workflows into product solutions, supports adoption, and advocates for customer needs across the business.Key ResponsibilitiesPre-Sales and OnboardingEngage with prospects and customers during early stages of the journeySupport the sales team with discovery, demos, and technical Q&ADemonstrate platform functionality and articulate how workflows map to product featuresAssist in gathering onboarding requirements and configuring customer environmentsCustomer Success & SupportAct as a technical point of contact, offering friendly, efficient, solutions-focused supportDeliver customer training, onboarding sessions, and ongoing education to maximise adoptionTroubleshoot issues and work cross-functionally with Product and Engineering teamsIdentify opportunities to reduce friction, improve user experience, and enhance customer valueTechnical Knowledge & EnablementUnderstand REST APIs, webhooks, and authentication methods (OAuth, API keys) to support integration discussionsManipulate customer data (CSV/Excel) and understand CRM data models for setup and diagnosticsUse browser dev tools and SaaS troubleshooting methods to diagnose common issuesMap customer processes and translate business workflows into technical requirementsMaintain awareness of AI and automation concepts relevant to the platformContinuous ImprovementContribute to the development of customer playbooks, onboarding frameworks, and internal processesCreate and update documentation, guides, and support materialsGather structured customer feedback and champion customer needs internallyCollaborate with Product on insights that shape the roadmap and improve service deliveryWhat we're looking forEssentialPassion for SaaS products, AI, and emerging technologiesStrong communication skills with the ability to simplify technical conceptsCustomer-centric mindset with genuine empathy and active listening skillsProactive, adaptable, and comfortable wearing multiple hats in a fast-paced environmentAbility to analyse problems, ask insightful questions, and think criticallyFamiliarity with CRMs, business software tools, and basic workflow/process mappingDesirableUnderstanding of REST APIs, authentication methods, and integration conceptsExperience with CSV/Excel data manipulation and CRM data structuresExposure to troubleshooting in browser dev toolsBackground in customer success, onboarding, technical support, or pre-sales rolesExperience working in SaaS, automation platforms, or AI-driven productsAbility to contribute to documentation and process improvement initiatives