Solutions Consultant – Trust & Safety

  • Individual Contributor
  • Anywhere
  • Experience level: 2-3 years

Website Spectrum Labs

This content was reproduced from the employer’s website on September 16, 2021. Please visit their website below for the most up-to-date information about this position.

A rare chance to wake up in the morning, log on to the computer, and know that the work you are doing is for the greater good.

Job Overview

Spectrum Customer Solutions Consultants are our customers’ best technical advocates and partners. In this role, you will be responsible for overseeing the implementation of set customers and bringing them to value as quickly as possible. This role will require a strong partnership with not only the customer but also internal teams including Customer Success, Product, Engineering, and Sales. You will be responsible for the following:

Onboarding new customers

  • Facilitate setting outcomes and measurable objectives with the Customer (“success criteria”)
  • Facilitate regular conversations with Customers to ensure they are on track to seeing maximal value from the Spectrum product(s) throughout the implementation
  • Ownership for outcomes including risk management and mitigation, client’s value realization, and Customer & Spectrum’s mutual success

Your core responsibilities

  • Customer onboarding
    • Creating a technical design document that a customer can use to implement our technology
    • Lead a model/behavior discovery session to understand what will be needed to provide our customers with a solution that meets their needs.
    • Create a project plan (from a template) in our implementation project management tool Baton
    • Work closely with the CS team and the customer to create a behavioral action matrix based on the problem they are trying to solve
  • Outcomes and Risk Management
    • Work to identify and bring to customer’s attention any implementation risks and timelines that could impact their time to value.
    • Remain up to date on Spectrum product features to drive customers to implementation best practice standards
    • Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status, and next steps on a regular cadence through CS weekly meetings and via weekly 1:1s with your manager
  • Collaboration
    • Collaborate closely with your CS Customer Success counterpart on all assigned accounts
    • Collaborate closely with cross-functional teams to support the success of your customers, including Sales, Engineering, and Product
    • Maintain an organized and accurate task list, visible to project management and other project resources engaged
    • Advocate for customer needs in order to overcome adoption blockers and help drive new feature development with customers & their T&S goals in mind.
  • Documentation
    • Help to produce internal best practices by ensuring that any implementation process that isn’t documented becomes documented
      Taking detailed notes when speaking with customers to outline deliverables and next steps is critical to success.

What we are looking for

  • You are excited to take on technical integrations and can appreciate how it ties into strategy, processes, and capabilities, enabling technologies, and governance.
  • You have proven ability to juggle multiple projects at a time while maintaining attention to detail; and the ability to set priorities and deliver objectives with limited oversight
  • You ask questions, listen and communicate effectively to quickly uncover problems and find solutions. You can also foresee consequences based on each decision to help guide customers.
  • You have proven ability to think about how the day-to-day of an implementation fits into the big picture strategy AND roll up your sleeves to deliver
  • You are relationship-oriented, enjoy working with both people + technology, and are a self-motivated learner
  • You foster collaboration, value other’s perspectives, and gain support and buy-in for organizational proposals.

Required Skills

  • Bachelor’s degree in a STEM field or equivalent practical experience.
  • 2 – 3 years of recent Trust & Safety experience
  • 3+ years of experience in Professional Services/Consulting/Customer Success
  • Experience working with cross-functional teams within a customer organization to support a joint outcome
  • Customer/stakeholder facing experience
  • The ability to discuss technical or semi-technical concepts with both highly technical and non-technical customers and stakeholders
  • Familiarity with statistical concepts and prediction scores including recall and precision.
  • Basic knowledge of JSON/YAML
  • Basic knowledge of SQL
  • Basic knowledge of command line
  • Proficient in Excel or other spreadsheet programs
  • Intermediate + understanding of API requests and responses

Additional Skills

  • Passion for Spectrum Values
  • Thrive in a fast pace environment with the ability to prioritize and multi-task on the fly
  • Resourcefulness, creativity, and strategic thinking for troubleshooting problems
  • GRIT: Self-motivated and self-directed; Fast learner
  • Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently
  • Strong attention to detail and documentation
  • Comfortable in supporting and working with global customers across many time zones
  • Comfortable reviewing and discussing highly inappropriate content for the purposes of detecting and allowing it to be removed.
  • High energy and a positive attitude.

The nice to haves

  • Multilingual proficiency (English language is required).
  • Competency with Python
  • Expert know of JSON/YAML
  • Expert in SQL
  • Expert in command line
  • Expert in API responses and request
  • More than 5 years experience in Trust & Safety
  • Experience specifically working in Snowflake

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