Customer Success

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.

As 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.

Pre-Sales and Onboarding

• Engage with prospects and customers during early stages of the journey
• Support the sales team with discovery, demos, and technical Q&A
• Demonstrate platform functionality and articulate how workflows map to product features
• Assist in gathering onboarding requirements and configuring customer environments

Customer Success & Support

• Act as a technical point of contact, offering friendly, efficient, solutions-focused support
• Deliver customer training, onboarding sessions, and ongoing education to maximise adoption
• Troubleshoot issues and work cross-functionally with Product and Engineering teams
• Identify opportunities to reduce friction, improve user experience, and enhance customer value

Technical Knowledge & Enablement

• Understand REST APIs, webhooks, and authentication methods (OAuth, API keys) to support integration discussions
• Manipulate customer data (CSV/Excel) and understand CRM data models for setup and diagnostics
• Map customer processes and translate business workflows into technical requirements
• Maintain awareness of AI and automation concepts relevant to the platform
• Contribute to the development of customer playbooks, onboarding frameworks, and internal processes
• Create and update documentation, guides, and support materials
• Gather structured customer feedback and champion customer needs internally
• Collaborate with Product on insights that shape the roadmap and improve service delivery

• Passion for SaaS products, AI, and emerging technologies
• Strong communication skills with the ability to simplify technical concepts
• Customer-centric mindset with genuine empathy and active listening skills
• Proactive, adaptable, and comfortable wearing multiple hats in a fast-paced environment
• Ability to analyse problems, ask insightful questions, and think critically
• Familiarity with CRMs, business software tools, and basic workflow/process mapping
• Understanding of REST APIs, authentication methods, and integration concepts
• Experience with CSV/Excel data manipulation and CRM data structures
• Background in customer success, onboarding, technical support, or pre-sales roles
• Experience working in SaaS, automation platforms, or AI-driven products
• Ability to contribute to documentation and process improvement initiatives