Client Solutions Specialist

Funnel Leasing Inc., is hiring for a  Client Solutions Specialist. The Client Solutions Specialist serves as a strategic support advisor, partnering with key clients to architect, optimize, and govern their platform integrations and Funnel product workflows. This role exercises independent judgment to align platform capabilities with client business objectives, drive adoption of existing and new product functionality, and mitigate enterprise-level operational risks.  This role is designed for individuals who can work autonomously and can combine deep platform expertise with the ability to communicate complex concepts clearly and professionally to client stakeholders. This role does not simply escalate — it resolves, explains, and empowers. The salary range for this role is $75,000 - $90,000 per year.

Why Funnel?

We are a U.S. SaaS company that centers our services on the renter experience. We develop amazing software that has revolutionized the #proptech industry. And did we mention we have an amazing team that is on #FunnelFire!? Oh, did we forget to tell you we have unlimited PTO, benefits that begin on your first day of employment, P.I.N.K. core values that ROCK, and our team puts the FUN in Funnel!

Who is Funnel Leasing?

Have you ever rented an apartment and wished the process could be better? At Funnel we do too. We know we need to make the process of renting an apartment as easy as purchasing socks on Amazon. We’ve created cloud-based marketing and leasing software that delivers the ultimate rental experience for everyone involved in the process. We’re in the process of transforming the real estate industry through cutting-edge technology built, sold, and supported by the most passionate people you’ll meet.

The Client Solutions Specialist's essential roles and responsibilities include, but are not limited to the following:

Client Engagement

• Lead strategic advisory engagements and operational reviews with client leadership to evaluate platform performance, recommend structural workflow redesigns, and drive long-term operational efficiency. 
• Design and prescribe custom product workflows and governance models for key accounts.
• Evaluate client business processes and independently determine strategic interventions to optimize platform ROI.
• Exercise independent discretion in evaluating and resolving escalated operational roadblocks that impact client retention and business continuity.
• Explain root causes of issues in plain language, connecting technical details to client business impact
• Develop and implement scalable operational frameworks, change management strategies, and best-practice standards utilized across client organizations. 
• Serve as a calm, confident presence during high-friction or escalated client moments

Technical Resolution

• Diagnose complex, systemic platform integration failures and architect comprehensive mitigation strategies that safeguard key client operations and revenue continuity.
• Serve as the definitive cross-functional escalation lead, exercising independent judgment to orchestrate remediation roadmaps across Product, Engineering and client-facing teams during critical operation crises.
• Determine the strategic necessity of custom engineering interventions versus workflow workarounds based on enterprise business impact, risk exposure, and client lifecycle value.
• Author standardized diagnostic frameworks, advanced troubleshooting methodologies, and institutional knowledge governance models utilized across global client operations teams.

Team Contribution

• Design, architect, and oversee comprehensive enablement, readiness, and technical proficiency frameworks for client operations teams, establishing standardized competency models and continuous coaching methodologies to drive 
• Author, govern and continuously optimize Client Operation standard operating procedures (SOPs) and service escalation policies that dictate cross-functional workflows across Support, Product, Professional Services, Consulting  and Technical Success Managers.
• Spearhead or collaborate on cross-functional change management initiatives and key client education programs with Professional Services, Strategy, Consulting based on Go To Market efforts.

• Create a culture of continuous improvement and learning 
• Foster collaboration within team and across the company
• Performs other duties as assigned and modified at manager's discretion

• Travel up to5%

Education, Work Experience, Knowledge, and Certifications 

Required

• Experience in enterprise SaaS operations, management consulting, or complex technical account management. 
• High degree of independent judgment and accountability, with a history of evaluating business trade-offs and executing operational decisions without prescribed parameters. 
• Demonstrated expertise in multi-system workflow architecture, enterprise integration governance, and mapping complex business processes to SaaS platform capabilities. 
• Advanced capability to evaluate client business models, identify systemic operational friction, and independently design end-to-end workflow solutions. 
• Demonstrated track record of partnering with C-suite and VP-level client executives to drive platform adoption, operational change management, and alignment with client business goals. 
• Experience authoring and implementing organizational standard operating procedures (SOPs), enablement frameworks, or service escalation governance across cross-functional departments.

Preferred

• Experience in SaaS, proptech, or multifamily industry
• Familiarity with CRM platforms (e.g., Salesforce), Property Management System (PMS) integrations, or Internet Listing Services (ILS) workflows
• Experience implementing continuous improvement within client operations or consulting environments.
• Proficiency with business intelligence tools (e.g., Tableau, Looker, SQL) to evaluate operational health metrics, platform adoption patterns, and client retention risks.
• Demonstrated success designing and scaling enterprise knowledge bases, customer operations playbooks, or cross-functional enablement curricula

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Funnel, we are committed to building a proptech company that is as diverse as the multifamily industry we serve, and that means to not only live our inclusivity, but also to support and encourage it among all society. If you are excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

Equal Employment Opportunity

Funnel provides equal employment opportunities to all qualified individuals without regard to race, creed, color, citizenship, religion, national origin, age, sex, familial or marital status, pregnancy, military or veteran status, sexual orientation, gender identity or expression, genetic information, disability, or any other legally-protected status in accordance with applicable local, state, and federal laws, regulations, and ordinances.

Americans with Disabilities Act

Employee must be able to perform all essential job functions, with or without reasonable accommodation.

Job Responsibilities

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position.  Funnel may change the specific job duties with or without prior notice based on the needs of the organization.

Funnel Leasing Inc., is not engaging any staffing firms or recruitment firms in the search or placement of candidates for this role. Furthermore, Funnel Leasing Inc., and associated team members who receive any unsolicited candidates information will not pay any fee or engagement contract as a result of these unsolicited contacts. Interested applicants should apply directly to the position posting for consideration.

Benefits

Employees may be eligible for various benefits. Generally, we provide employee access to:

• Health insurance
• Dental and Vision insurance
• Company paid Life/AD&D
• Long-term Disability insurance
• Short-term Disability insurance
• Term Life insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Retirement Plan - 2% company match
• EAP

In addition to these benefits, we also offer

• Uncapped Discretionary Time off
• Sick Leave
• 14 paid holidays
• One time remote work stipend
• Employee recognition program
• Employee-led Groups (ELG’s)