Director of Solutions Consulting

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience.  Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for leading brands like Abercrombie, Nuts.com, Skims, Turo, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.  In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come. 

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are dedicated to enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. Kustomer has a strong NYC presence and is also a remote friendly company, with Krew members located throughout the US. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew gets together for Kamp Kustomer each year.

About the Role

Are you eager to tackle complex business challenges that companies face daily? Kustomer is transforming the way businesses engage with their customers through a cutting-edge AI platform. Collaborate with some of the brightest minds in the industry to design innovative solutions in a dynamic and rewarding environment. Our Solutions Consulting team addresses critical business challenges with expertise and passion every day.

The Head of Solutions Consulting is responsible for leading the vision and execution of Kustomer’s solutions consulting practice. Reporting to our Chief Sales Officer, the Head of Solutions Consulting will guide the technical aspects of the Kustomer pre-sales cycle.

Our Solutions Consultants are key partners in the pre-sales process, helping prospects to better understand Kustomer’s offering through detailed demonstrations and presentations. Their technical savvy makes them incredible sellers, convincing C-level and director level executives of the technical merits of our software. The leader of this team  will guide our SCs to work in conjunction with Enablement, Ops, Marketing, and Product Management to ensure the GTM team is functioning as One Team - sharing feedback to constantly improve our product, processes and make more customers happy.

This critical team at Kustomer serves as the technical bridge between our Account Executives and our prospects and this leader will shape the strategy and capabilities  of our SC team to deliver against revenue targets.

You'll be responsible for:

• Strategic Leadership: Act as a trusted advisor to Sales teams, peers, and product management by driving strategic discussions and influencing roadmap decisions to ensure alignment with Kustomer, prospect, and client business goals

• Visionary Evangelism: Champion Kustomer’s platform value proposition at industry events, with executive leadership teams, and across key accounts, positioning the platform as a transformative solution within the customer service technology landscape

• Complex Business Problem Solving: Lead in-depth business requirements discovery and analysis for enterprise clients, delivering actionable recommendations with quantified ROI impacts and designing tailored, scalable solutions for complex organizational needs

• People Leadership: 

  • Coach and mentor the SC team members to improve their ongoing execution in the field.

  • Develop team members according to the demands of the business and according to their individual professional goals.

  • Maintain high retention & development of all employees on your team.

  • Evaluate team members regularly through direct observation, peer feedback, and sales feedback.

  • Assign resources as required to deals, marketing events, and other pipeline efforts to support demand generation.

• Technical Sales Strategy Development: Architect and collaborate on comprehensive technical sales strategies with sales leadership - ensuring alignment with long-term client objectives and market trends. Mentoring team members on technical selling best practices.

• Advanced Solution Demonstration: Oversee the creation and delivery of sophisticated, highly customized demonstrations that align with unique customer workflows and integrate seamlessly with existing systems, influencing executive buy-in.

• Enterprise RFI/RFP Expertise: Lead the end-to-end process of mapping complex RFI/RFP requirements to scalable solutions, ensuring compliance, innovation, and competitive differentiation in high-stakes scenario

• Pilot and POC Leadership: Scope, manage, and execute high-visibility prospect pilots and Proof of Concepts, ensuring measurable success metrics are achieved and consistently driving customer adoption and commitment

• Solution Innovation and Influence: Drive innovation by identifying gaps and opportunities in the current solution suite, influencing cross-functional teams to prioritize and develop cutting-edge product enhancements that anticipate market needs

• Data Governance and Compliance: Ensure all solutions involving sensitive personal data adhere to industry-leading standards for data governance, compliance, and security, while educating customers and internal teams on best practices

• Other duties and responsibilities as assigned. 

Your qualifications and experience:

• 10+ years of leading solutions consulting teams with Mid Market/Enterprise software selling experience

• 15+ years of Mid Market/Enterprise solutions consulting experience in SAAS companies

• Experience selling into various levels of an business up to and including executives at enterprise-level organization

• Experience in Sales Methodologies: MEDDPICC, SPICED, Sandler preferred

• Excellent interpersonal, communication, persuasion, presentation, and writing skills

• CRM, Contact Center, or Customer Service Experience required

• Knowledge in web/scripting technologies, HTML, CSS, JavaScript, and SaaS applications

• Stellar discovery and problem-solving skills with the uncanny ability to understand a prospects pain points and properly position a software solution to those pain points

• Bachelor's degree or relevant professional experience

• May include traveling up to 50 percent of the time

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.