Customer Solutions Consultant

About Esper

Esper was founded in 2018 with a mission to empower dynamic and responsive policymaking in government. We align existing data, stakeholders, and public policy goals to streamline the policymaking process at all levels of government. We imagine a world where policymaking is driven by data and insights from all stakeholders, transforming traditional bureaucracy into a dynamic and flexible system that encourages innovation and collaboration.

As a fast-growing GovTech company, Esper is at the intersection of two powerful forces: the modernization of government operations and the transformative potential of data-driven decision-making. Our customer base is expanding rapidly, and we are building the team that will define how public policy is shaped for decades to come.

Job Summary

The Customer Solutions Consultant will drive value to Esper’s customers by leading implementations from discovery through go-live and supporting customers as they begin using the platform. You’ll serve as a key post-sale partner for customers deploying Esper, combining project ownership, consultative solution design, and customer advisory skills to ensure each deployment is efficient, high-quality, and positioned for long-term success.

This is a customer-facing Professional Services role that works closely with Customer Success to support a portfolio of 8-12 current customers. In addition to leading implementations, you will help monitor customer health, identify risk, increase adoption and usage, and surface expansion opportunities. Working cross-functionally with Engineering, Sales, Product, Customer Success, and Leadership, you’ll help ensure customers realize value quickly and continue growing with Esper.

Responsibilities

Implementation Delivery

·       Lead customer implementations from discovery through launch, including requirements gathering, workflow mapping, configuration guidance, testing, administrator enablement, and go-live support

·       Serve as the day-to-day implementation lead for customers deploying Esper, helping keep projects on track and aligned to agreed goals

·       Manage scope, timelines, milestones, action items, and customer communication throughout the project lifecycle

·       Translate customer workflows and business requirements into a clear deployment approach that aligns Esper’s capabilities to customer needs

Customer Success Partnership & Portfolio Management

·       Manage a portfolio of 8-12 active customers in partnership with Customer Success, supporting both implementation progress and post-launch momentum

·       Monitor customer health signals, identify risk early, and coordinate action plans to improve adoption, usage, and overall customer outcomes

·       Partner with customers on administrator enablement, launch readiness, training, and adoption planning so teams can confidently use the platform

·       Review customer goals, usage patterns, and feedback to uncover opportunities for optimization, expanded use cases, and upsell potential

Delivery Discipline & Documentation

·       Maintain clear project documentation, status updates, meeting notes, test plans, and launch materials to support consistent delivery

·       Create and update implementation collateral such as discovery notes, training materials, configuration guides, and customer follow-up documentation

·       Surface recurring customer questions, process gaps, and friction points to help improve internal playbooks and delivery practices

Cross-Functional Collaboration

·       Partner closely with Product, Engineering, Sales, and Customer Success to resolve issues and deliver a seamless customer experience

·       Communicate project status, risks, issues, and next steps clearly to both internal teams and customer stakeholders

·       Share structured customer feedback and implementation insights to help inform product priorities and service improvements

·       Escalate effectively when customer outcomes, timelines, or adoption are at risk and help drive follow-through to resolution

Requirements

·       3+ years of experience in SaaS/Software Implementation, Professional Services, Solutions Consulting, Technical Project Management, or Customer Success

·       2+ years supporting customer-facing software implementations, onboarding programs, or post-sale delivery projects with both technical and non-technical stakeholders

·       Proven ability to manage multiple customer workstreams with strong ownership of timelines, action items, risks, and stakeholder communication

·       Strong consultative skills with the ability to understand customer processes, ask thoughtful questions, and recommend practical solutions

·       Experience partnering with Customer Success or Account teams to support customer health, adoption, retention, and expansion efforts

·       Excellent written and verbal communication skills, including workshop facilitation, training, and customer-facing presentations

·       Strong documentation and organizational skills; able to maintain project plans, training materials, follow-up notes, and implementation records

·       Proficiency with common business tools (e.g., Office/Excel, GSuite, Jira, Salesforce, or PSA platforms)

·       Strong Excel skills, including the ability to use formulas, pivot tables, v-lookups, and error-checking to manage and format data

·       Ability to balance implementation delivery and post-launch customer follow-through in a fast-paced, cross-functional environment

·       Ability to travel domestically (up to 30%) depending on business need

Preferred Experience

·       GovTech experience or knowledge of government operational concepts, regulatory frameworks, and policymaking processes

·       Experience implementing configurable workflow-based SaaS platforms in a Professional Services environment

·       Familiarity with adoption planning, change management, or customer onboarding best practices

·       Experience with data migration, report creation, or structured content onboarding processes

·       Exposure to account management, customer success, or renewal/expansion support in a SaaS environment

·       A genuine interest in public policy and how technology can transform how government operates

Core Competencies

·       Consultative Problem Solving: Understands customer needs, asks the right questions, and translates workflows into practical solutions

·       Implementation Ownership: Keeps projects moving with strong follow-through on timelines, action items, and launch readiness

·       Customer Success Orientation: Focuses on adoption, customer health, long-term value, and successful outcomes after go-live

·       Risk Awareness: Identifies blockers, usage concerns, or change impacts early and helps coordinate mitigation plans

·       Communication & Enablement: Communicates clearly, facilitates training, and keeps stakeholders aligned throughout delivery

·       Cross-Functional Collaboration: Works effectively across Product, Engineering, Sales, and Customer Success to support customer outcomes

·       Process Discipline: Maintains organized documentation, consistent follow-up, and repeatable delivery habits

Compensation

Annual salary range: $70,000 - $90,000

Additional Earnings: Commission and other performance-based incentives

Perks and Benefits

·       Being a part of an innovative and collaborative team that will both support and challenge you

·       Significant opportunity for growth and ownership

·       Ability to shape Esper for the long-term

·       Paid holidays & unlimited PTO

·       Medical, dental, and vision insurance

·       Generous parental & sick leave

·       401(k) retirement plan with employer match

·       Short/Long term disability & life insurance

·       Flexible spending account (FSA)

·       Work anniversary equity grants

·       Quarterly bonuses

·       Monthly stipend to offset remote work expenses

·       Office equipment allowance

·       Paid Time Off to participate in volunteer/community events