Customer Solution Specialist

The customer professional service and enablement team focuses on reducing complexity and increasing customer’s time to value with Walnut. The team is responsible for providing technical guidance, advanced solutions, and best practices for demo creation. The team assists customers in asset creation from start to finish, while also enabling them to focus on execution and long term maintenance and success.

The ideal candidate will improve collaboration, provide an outstanding top-level experience, and accelerate team productivity.

• Designing solutions in Walnut that cater to customer’s specific needs. 
• Assist customers in setting up/enabling new product features 
• Helping answer customer questions, and troubleshooting where necessary
• Assisting with the initial implementation for the customer and assisting in the handover to the Customer success team
• Stay up-to-date with product updates and best practices to effectively address customer inquiries
• Contributing with documentation and building our customer specific configuration knowledge base
• Collaborate with cross-functional teams, including product developers, to identify complex customer issues.
• Identify trends and patterns in customer issues and provide insights to relevant teams for continuous product improvement
• Act as a liaison between customers and internal teams, advocating for customer needs and providing feedback to improve customer experience.

Requirements: 

• 1+ years in a client-facing role that involves being a point-of-contact for technical and non-technical users
• Basic working knowledge of programming language (HTML, JS, CSS)
• Improvement mindset, through processes, tools and/ or documentation
• Excellent verbal and written communication skills
• Strong problem-solving and analytical abilities
• Detail-oriented with excellent organizational and multitasking skills
• Ability to work independently and collaboratively in a fast-paced, dynamic environment
• Native-level English proficiency