Solutions Consultant

Job Summary :

ROLE OVERVIEW

The Solutions Consultant at Crosscap sits at the intersection of growth, product, and customer success. This role is responsible for translating the Crosscap platform into compelling, tailored experiences for prospective clients and ensuring that same clarity carries through implementation, onboarding, and ongoing adoption. The Solutions Consultant serves as the primary subject matter resource across the full client lifecycle: from first discovery conversation through go-live and steady-state support.

Job Description:

KEY RESPONSIBILITIES

 

Growth Enablement & Pre-Sales

–  Lead and support discovery conversations with prospective clients, identifying pain points, workflow gaps, and fit with Crosscap's platform capabilities.

–  Develop and deliver tailored product demonstrations and technical walkthroughs that speak directly to prospect use cases and industry context.

–  Collaborate with Growth and Marketing teams to develop and refine use cases aligned with customer pain points and industry trends.

–  Assist in the creation of Growth proposals, RFP responses, and technical documentation that support deal progression.

–  Act as the technical voice in sales cycles, bridging the gap between what prospects need and what the platform delivers.

 

Customer Implementations & Onboarding

–  Participate in customer onboarding sessions and early-stage implementations to ensure technical alignment and successful adoption.

–  Serve as a technical or subject matter export point of contact during the onboarding phase, helping customers configure and integrate solutions effectively.

–  Partner with the Product and Dev teams to surface implementation feedback and flag recurring configuration challenges.

 

Knowledge Management

–  Own and maintain the support portal and internal knowledge base, ensuring content is accurate, up-to-date, and aligned with product updates.

–  Translate complex technical concepts into clear, user-friendly documentation for both internal teams and customers.

–  Develop and maintain solution playbooks, demo scripts, and objection-handling resources for use across Growth and CS.

 

Cross-Functional Collaboration

–  Work closely with Product, Marketing, and Customer Success teams to ensure alignment on feature capabilities and support readiness.

–  Participate in onboarding and training sessions for new Growth and Customer Success team members on technical tools, applications, and resources.

–  Contribute to QBR preparation and renewal support by providing usage context and solution documentation.

 

Support Ticket Management

–  Respond to support tickets from the Crosscap Care portal within established SLAs.

–  Triage, document, and escalate technical issues appropriately, maintaining clear communication with clients throughout resolution.

 

 

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