Implementation Consultant

About Upshop

Upshop is the market leader in Total Store Operations solutions for the Grocery and C-Store markets. We offer an AI-powered, SaaS platform connecting Fresh, Center, eCommerce, and DSD department operations to deliver a simplified, smarter, more connected store experience. Customers running Upshop realize significant improvements in sales, shrink, food safety and sustainability across the entire store. 150+ retail chain accounts trust our software in over 30k+ stores, 9 countries, and 3 continents. 

Role Overview

A Solutions Consultant (SC) is an essential role for Upshop and the customers Upshop serves. Solutions Consultants are instrumental in the sales cycle and account relationship, bringing their technical and industry expertise to create compelling solutions for customers. As a Solutions Consultant you will know Upshop’s solutions to a degree where you are able to differentiate our offerings to our customers so they can realize the outcomes and benefits they are looking to achieve. It will be imperative to partner with sales and customer success to be proactive in uncovering a customer’s current and future states in order to roadmap an end-to-end solution. 

At Upshop, we believe that great businesses are built by great people. Our People function is at the heart of our company’s growth, ensuring we attract, develop, and retain A Players who drive our mission forward.

Our Values:

• Extremely Accountable
• Customer Obsessed
• Always Innovating
• Demand Excellence
• Biased for Action

As A Solutions Consultant You Will

• Directly engage with customers individually or as part of the sales team
• Oversee and advise on the implementation of the customers Upshop platform  
• Demonstrate business operations and technical leadership through personally developed solution architectures and implementation recommendations
• Act as a trusted advisor to customer executive leadership for thought leadership and solution approaches
• Extract business requirements from customers and translate them into a well-architected recommendation
• Develop and provide forward looking guidance and future state roadmaps
• Leverage known best practices and solutions to reduce risk to customer implementations
• Decompose future state goals into actionable execution plans
• Collaborate with Upshop’s product and engineering teams to ensure customer alignment to Upshop goals 

Skills & Experience

• Presentation & Communication: Ability to explain complex concepts in a clear and understandable way. Speaks our customers’ language. Clear communicator who can command a room from a C-suite down to a practitioner. Presentation skills being as comfortable in front of a Screen as you are with a whiteboard/in person podium presentation. Excellent presentation skills with experience demonstrating software products to customers with the skills to communicate the value a product brings over features a product offers. 
• Problem-Solving: Aptitude for finding solutions to meet customer needs based on our modules.
• Collaboration: Works well with customers and internal teams to achieve common goals.
• Customer Focus: Understanding and addressing customer needs and ensuring their satisfaction.
• Experience: 3+ Years of relevant solutions or sales consulting experience. Experience in a retail operation, presales, or implementation consulting role at a SaaS company managing large enterprise customers. Experience in customer support, including preparation of PowerPoint presentations, RFP responses, Scripted and Unscripted demos, business case development, Leading Discovery Design Session and/or implementation 
• Retail System Understanding: In-depth understanding of multiple retail enterprise solutions, with an emphasis on POS, OMS, Sales Audit, CRM/Loyalty, Merchandising, Allocation & Replenishment, and Analytics. Familiarity with CRM, Marketing Automation, Business Intelligence and Social Media. 

Responsibilities

General

• Subject Matter Expertise (SME) in Upshop’s Customer Journey and the Upshop platforms.
• Attending weekly team meetings and onsite team workshops as scheduled.  
• Attending sales events and trade shows as scheduled.  
• Keep current on industry trends and product enhancements that will help customers. Continuously leverage internal learning and competitive intelligence to enhance presentations and demonstrations.  
• Maintain demo environment scenarios including enhancements released to showcase product.  

Understand Customer Needs & Design Solutions

• Partner with sales team to meet with customers to understand their business requirements and challenges.
• Gather information to address specific needs / understand gaps.
• Helps sales team build a business case for how our modules will be set up and used by customer and how to realize potential ROI for customer.
• Recommends a design / configuration aligns with the customer’s objective.
• Responsible for demoing compelling solutions to address a customer’s key business challenges and presenting a desired future state and delivers a competitive advantage with measurable outcomes.  
• Lead and document discovery sessions to understand the customer's business objectives and desired outcomes. Consult customers on best practices for implementing Upshop solutions.  
• Present a vision of the solution, meeting the customer's requirements that will drive adoption and growth 

Scoping Solutions 

• Assist the sales team and customer account managers on scoping SOWs. Responsible for drafting SOWs including deliverables for assigned projects.
• Lead scoping calls and make recommendations on scope to Customers and the revenue team. 

Collaborate with Teams: 

• Works with both internal teams and the customer teams to ensure the solution is correctly implemented.
• Provide guidance and support throughout the sales process.
• Provide prompt and detailed handoffs to Project Teams and Customer Success Managers (CSM) to deliver against the proposed solution  

Other 

• Work From Home
• Up to 30% Travel Required (Mostly Air Travel)
• Remote Meeting Camera Mandatory  
• Base Salary + Commission