The Role
The Customer Solutions Consultant drives high-quality implementations for customers while managing relationships and ensuring positive outcomes across the implementation lifecycle.
Summary Generated by Built In
Location: Austin, TX (with domestic travel up to 30%)
Department: Professional Services
Employment Type: Full-Time
About Esper
Esper was founded in 2018 with a mission to empower dynamic and responsive policymaking in government. We align existing data, stakeholders, and public policy goals to streamline the policymaking process at all levels of government. We imagine a world where policymaking is driven by data and insights from all stakeholders, transforming traditional bureaucracy into a dynamic and flexible system that encourages innovation and collaboration. As a fast-growing GovTech company, Esper is at the intersection of two powerful forces: the modernization of government operations and the transformative potential of data-driven decision-making. Our customer base is expanding rapidly, and we are building the team that will define how public policy is shaped for decades to come.
Job Summary
The Customer Solutions Consultant will drive value to Esper’s customers by delivering complete, efficient, and high-quality implementations from start to finish. You’ll be the primary point of contact for customers deploying Esper, setting the foundation of their platform while promoting maximum value from their investment. You will utilize deep product knowledge, solution expertise, and consultative skills to guide government organizations through the full implementation lifecycle. Working cross-functionally with Engineering, Sales, Product, and Leadership, you’ll ensure positive customer outcomes during and after implementation. As we place a premium on resourcefulness, speed, execution, and continuous feedback, this role offers significant opportunity to shape both the customer experience and Esper’s long-term trajectory.
Responsibilities
Implementation Delivery
-Drive and manage new customer implementations from start to finish, including requirements gathering, technical platform configuration, testing, administrator training, and go-live support
-Be the primary technical point of contact for customers deploying Esper or expanding to implement additional functionality
-Execute standard implementations for customers’ complete project lifecycles, managing overall scope, schedule, milestones, and risk throughout
-Configure Esper to meet customer needs, guiding customers through UAT and ensuring readiness for launch
-Build and maintain day-to-day project plans; monitor progress and timelines, adjusting as needed to ensure commitments and project success
Customer Engagement & Advisory
-Become an “Espert” by developing a deep understanding of the product, customer domain, and government policymaking workflows
-Interact directly with government leaders, guide them through the implementation process, and empower them to become successful administrators and advocates of the Esper platform
-Facilitate effective client meetings (onsite and remote) to understand key questions, workflows, and pain points
-Establish yourself as a trusted advisor to clients, driving adoption and retention through strong relationship development and consultative customer service
-Seek opportunities to increase customer satisfaction, deepen engagement, and identify expansion potential
Cross-Functional & Operational Excellence
-Partner and collaborate with Product, Engineering, Sales, and Customer Success to develop delivery plans that balance scope, time, and quality
-Track and communicate project status, risks, issues, decisions, and actions to internal and external stakeholders
-Contribute customer observations and learnings to inform product roadmap and business direction
-Gather and communicate customer feedback and feature requests to ensure Esper remains a “must-have” solution
-Proactively create and update project collateral including user guides, knowledge base articles, and implementation playbooks
-Leverage and continually develop best practices for each customer vertical to drive future implementation efficiencies
Requirements
-3+ years of experience in SaaS/Software Implementation, Project Management, or Customer Success, with at least 2 years working directly with both technical and non-technical stakeholders
-Direct experience playing a key role in the implementation of SaaS or software solutions, with a track record of managing implementation projects through the full lifecycle
-Proven ability to build and maintain strong customer relationships in client-facing roles, with a bias for action and focus on customer outcomes
-Strong project leadership skills and analytical competence to overcome challenges and drive project success
-Strong written and verbal communication skills, including the ability to present technical information to diverse audiences
-Proficiency with common business tools (e.g., Office/Excel, GSuite, Jira, Salesforce, or PSA platforms)
-Strong Excel skills, including the ability to use formulas, pivot tables, v-lookups, and error-checking to manage and format data
-Track record of working in a fast-paced environment while balancing internal procedures, process improvements, and cross-functional collaboration
-Team player with a “whatever it takes” mentality and ability to adapt to a rapidly changing product
-Ability to travel domestically (up to 30%) depending on business need
Preferred Experience
-GovTech experience or knowledge of government operational concepts, regulatory frameworks, and policymaking processes
-Experience in analyzing and reporting large volumes of operational or policy data
-Experience working across multiple states or jurisdictions with varying regulatory requirements
-PMP, Scrum Master, Prince2, CAPM, or similar project management certification
-Familiarity with ETL tools, report creation, or data migration processes
-A genuine interest in public policy and how technology can transform how government operates
Core Competencies
-Customer Centricity: Understands client needs deeply and offers valuable, viable solutions to meet their requirements. Consistently prioritizes customer outcomes
-Consultative Problem-Solving: Combines product knowledge with domain expertise to guide customers through complex implementation decisions
-Communication: Clearly conveys technical and operational information to stakeholders at all levels, from front-line staff to government leaders
-Project Ownership: Takes end-to-end accountability for implementations, proactively identifying and mitigating risks before they become issues
-Adaptability: Thrives in a fast-moving startup environment, responding strategically to changing customer needs and product evolution
-Collaboration: Works effectively across Product, Engineering, Sales, and Customer Success to deliver seamless customer experiences
Compensation
-Annual salary range: $80,000 - $100,000
-Additional Earnings: Commission and other performance-based incentives
Perks and Benefits
-Being a part of an innovative and collaborative team that will both support and challenge you
-Significant opportunity for growth and ownership
-Ability to shape Esper for the long-term
-Paid holidays & unlimited PTO
-Medical, dental, and vision insurance
-Generous parental & sick leave
-401(k) retirement plan with employer match
-Short/Long term disability & life insurance
-Flexible spending account (FSA)
-Work anniversary equity grants
-Quarterly bonuses
-Monthly stipend to offset remote work expenses
-Office equipment allowance
-Paid Time Off to participate in volunteer/community events
Esper is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We believe policy shapes our daily lives more than most realize. If you’re passionate about using technology to transform how policy is created through better data and transparency, we’d love to hear from you.
Top Skills
Excel
Google Suite
JIRA
Office
Salesforce
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The Company
What We Do
At Esper, we believe public policy should be transparent, data-driven, and accountable. We work with government and industry to analyze public policy and create better processes for the policymaking lifecycle through software. Our platform helps users streamline the policymaking process, engage with citizens, and track outcomes.
