The Role
Solution Consultant
What we’re looking for
SMG is seeking a Solution Consultant to help prospects and clients turn business needs into practical solutions that support customer experience goals. In this role, you’ll guide implementation planning, onboarding, and solution design while partnering with clients and internal teams to keep launches on schedule, within scope, and positioned to deliver value.
What you’ll do
Required:
Bachelor’s degree or equivalent work experience
Strong customer service skills and ability to build positive relationships with clients and internal partners
Project planning and organization across multiple priorities, timelines, and stakeholders
Experience with software applications, including project management tools such as Asana, Workfront, or Smartsheet
Strong written and verbal communication skills
Strong aptitude for technical software products and solution-oriented discussions
Basic knowledge of customer service, retention, and onboarding best practices
Strong proofreading skills and attention to detail
Ability to manage multiple projects and deadlines in a fast-paced environment
Preferred:
Experience supporting implementation, onboarding, or solution design in a SaaS or customer experience environment
Who we are
SMG is an experience management (XM) partner to many of the world’s leading restaurant, retail, and consumer services brands. With 30+ years of history under our belt, we pair an AI-native enterprise software platform with unmatched professional services to help organizations generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies.
Like what you see? Learn more about the company, our purpose and values, and our customer, employee, and brand experience management solutions at www.smg.com.
Our commitment to inclusion: SMG is proud to be an equal opportunity employer and is committed to creating an inclusive environment where everyone can thrive.
Location & eligibility: Subject to work authorization and employment eligibility requirements applicable to the role.
What we’re looking for
SMG is seeking a Solution Consultant to help prospects and clients turn business needs into practical solutions that support customer experience goals. In this role, you’ll guide implementation planning, onboarding, and solution design while partnering with clients and internal teams to keep launches on schedule, within scope, and positioned to deliver value.
What you’ll do
- Partner with prospects to understand how SMG programs apply to their customer and employee experience needs.
- Review contracts, summarize deliverables, and flag complexities or customizations throughout the pre- and post-sales process.
- Build trusted client relationships across the implementation lifecycle for new clients and expansion launches.
- Design implementation plans and manage project timelines based on client goals, keeping milestones on schedule and within budget.
- Launch SMG programs for new clients and support expansion launches for existing clients.
- Develop solutions to customer complexities by understanding client objectives, business needs, and desired outcomes.
- Support clients in identifying CX success metrics so they can measure ongoing value and business impact.
- Apply learnings from customer engagements and use AI tools appropriately to improve workflows, efficiency, and work quality.
- Within 30 days, build fluency in SMG’s solutions, implementation approach, client lifecycle, and internal tools while supporting active onboarding and launch work.
- Within 60 days, manage portions of implementation planning and client communication independently, with clear progress against timelines, risks, and deliverables.
- Within 90 days, lead launches and onboarding activities with confidence, helping clients adopt solutions effectively and moving them toward early value realization.
- We work with some of the world’s biggest and most valued brands.
- We’re fully remote, and we’re staying that way.
- We offer competitive compensation and benefits, which include but aren’t limited to:
- Unlimited PTO
- Extended parental leave
- Company-issued equipment and tools
- A culture built on connection, collaboration, and continuous improvement
Required:
Bachelor’s degree or equivalent work experience
Strong customer service skills and ability to build positive relationships with clients and internal partners
Project planning and organization across multiple priorities, timelines, and stakeholders
Experience with software applications, including project management tools such as Asana, Workfront, or Smartsheet
Strong written and verbal communication skills
Strong aptitude for technical software products and solution-oriented discussions
Basic knowledge of customer service, retention, and onboarding best practices
Strong proofreading skills and attention to detail
Ability to manage multiple projects and deadlines in a fast-paced environment
Preferred:
Experience supporting implementation, onboarding, or solution design in a SaaS or customer experience environment
Who we are
SMG is an experience management (XM) partner to many of the world’s leading restaurant, retail, and consumer services brands. With 30+ years of history under our belt, we pair an AI-native enterprise software platform with unmatched professional services to help organizations generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies.
Like what you see? Learn more about the company, our purpose and values, and our customer, employee, and brand experience management solutions at www.smg.com.
Our commitment to inclusion: SMG is proud to be an equal opportunity employer and is committed to creating an inclusive environment where everyone can thrive.
Location & eligibility: Subject to work authorization and employment eligibility requirements applicable to the role.
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The Company
What We Do
SMG is an enterprise-level experience management (XM) provider that offers a software with a service (SwaS) solution—uniquely combining technology with hands-on professional services to help organizations generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. By delivering insights across the enterprise and measuring experiences at every touchpoint, our differentiated partnership model helps clients change the way they do business.
