What are the responsibilities and job description for the Solution Consultant position at Service Management Group (SMG)?
SMG is seeking a Solution Consultant to partner with prospects and clients to translate business needs into practical SMG solutions that support customer experience goals. This role guides implementation planning, onboarding, and solution design to help launches stay on schedule, within scope, and positioned to deliver value.
The Solution Consultant builds trusted relationships across the client lifecycle, surfaces risks early, and coordinates with internal teams to resolve issues and improve outcomes. This role contributes to SMG’s strategy by helping clients adopt solutions effectively, realize value quickly, and scale repeatable best practices.
About SMG
SMG delivers the future of Unified Experience Management®, empowering brands to engage customers and employees like never before. Powered by Ignite®, our AI-native platform, and the industry’s only software-with-a-service (SwaS) approach, SMG provides real-time, predictive intelligence that turns brand, customer, and employee experience insights into action. From gathering feedback during experience design to optimizing each interaction throughout the customer journey, SMG ensures every decision is backed by data rather than guesswork.
We offer our talent –
Ready to Help Brands Deliver Better Experiences?
Apply now, www.smg.com/careers to join SMG as our Solution Consultant.
The Solution Consultant builds trusted relationships across the client lifecycle, surfaces risks early, and coordinates with internal teams to resolve issues and improve outcomes. This role contributes to SMG’s strategy by helping clients adopt solutions effectively, realize value quickly, and scale repeatable best practices.
About SMG
SMG delivers the future of Unified Experience Management®, empowering brands to engage customers and employees like never before. Powered by Ignite®, our AI-native platform, and the industry’s only software-with-a-service (SwaS) approach, SMG provides real-time, predictive intelligence that turns brand, customer, and employee experience insights into action. From gathering feedback during experience design to optimizing each interaction throughout the customer journey, SMG ensures every decision is backed by data rather than guesswork.
We offer our talent –
- Work hard, have fun environment – We work hard to deliver a fulfilling, exciting workplace environment for each SMG employee. Our teams are composed of smart, talented, curious people who love a good challenge.
- Value-driven culture where we connect, collaborate & co-create.
- Remote-first company (fully remote).
- Unlimited PTO.
- Tech provided.
- Diverse, experienced, friendly team which will welcome you, support you and challenge you. We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.
- Engages with prospects to understand how SMG programs apply to their Customer and Employee Experience needs.
- Reviews contracts, summarizes deliverables, and highlights complexities or customizations throughout the pre- and post-sales process.
- Establishes and maintains client relationships throughout the full implementation lifecycle for new clients and expansion launches.
- Fosters client relationships by serving as a trusted advisor and consulting on program best practices.
- Supports clients in identifying CX success metrics, enabling them to measure ongoing value and business impact.
- Designs implementation plans and manages project timelines based on client goals, ensuring milestones remain on schedule and within budget.
- Launches SMG programs for new clients and support expansion launch opportunities for existing clients.
- Develops solutions to customer complexities by understanding client objectives, business needs, and desired outcomes.
- Refines onboarding approaches to optimize speed to market and maximize value realization.
- Maintains current knowledge of SMG best practices and solutions and clearly articulate business value to clients.
- Becomes an expert on SMG solutions and quickly learn to demonstrate and communicate the value of the platform.
- Applies learnings and innovations from customer engagements to guide account teams and improve the experience for all customers.
- Leverages AI tools and technologies, where appropriate and in alignment with AI acceptable use policy, to improve workflows, increase efficiency, and enhance the quality and speed of work.
- Bachelor’s degree or equivalent work experience required.
- Strong customer service skills and ability to build positive relationships with clients and internal partners.
- Project planning and organization across multiple priorities, timelines, and stakeholders.
- Applicable software applications, including project management tools such as Asana, Workfront, or Smartsheet.
- Strong written and verbal communication skills.
- Strong aptitude for technical software products and navigating solution-oriented discussions.
- Basic knowledge of customer service, retention, and onboarding best practices.
- Strong proofreading skills and attention to detail.
- Ability to manage multiple projects and deadlines in a fast-paced environment.
Ready to Help Brands Deliver Better Experiences?
Apply now, www.smg.com/careers to join SMG as our Solution Consultant.