Job Description

The Customer Solutions Consultant (CSC) is a customer-facing, opportunity-driven role that partners directly with Sales to define customer requirements, shape solution approaches, and drive successful business outcomes. This role gathers and communicates requirements to Product & Technology, enabling the development of technical designs that meet customer needs while ensuring feasibility, alignment, and delivery readiness, and clearly bridging customer expectations with organizational capabilities. The Customer Solutions Consultant is a strategic, stabilizing role designed to reduce friction and improve scalability, while also remaining opportunity-driven. The role ensures consistent requirements capture, solution alignment, and coordinated design development across sales pursuits.

Duties / Responsibilities:

1. Partner with Sales directly as an active member of opportunity teams.
2. Engage customers through discovery sessions, solution workshops, clarification meetings, and solution presentations.
3. Translate customer business objectives into clear solution requirements and scope.
4. Present solution approaches, assumptions, and value propositions to customers and internal stakeholders.
5. Validate solution feasibility, risks, constraints, and delivery dependencies prior to commitment.
6. Support clean handoff from pre-sales to delivery teams with validated requirements and design artifacts.
7. Contribute to standardized discovery, requirements, and solution documentation frameworks.
8. Provide new product requirements to Product & Technology based on recurring customer requirements and solution gaps.
9. Demonstrate combined technical and consultative depth, with the ability to understand customer environments and solution options while partnering with SMEs to finalize technical designs and validate feasibility.
10. Other duties as assigned by Supervisor.

Success Criteria:

1. Win rate and revenue impact on supported sales opportunities.
2. Quality and completeness of requirements captured and handed off to delivery (measured by rework / change orders post-signature).
3. Cycle time from discovery to validated solution scope.
4. Customer satisfaction and stakeholder feedback on discovery and solution presentations.
5. Volume and quality of structured product feedback delivered to Product & Technology.

Adoption and consistent use of standardized discovery, requirements, and solution documentation frameworks

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s Degree in Science in Engineering, Telecommunications, or Computer Science At least 3 years of working experience in telecommunications industry affecting business sales growth and account management.
• Demonstrated ability and keen understanding of short-term and long-term sales plans with the ability to manage process through acquisition and implementation.
• Ability to collaborate with cross-functional teams in a high-pressure environment to ensure deadlines are met pre and post-sale.
• Must be able to provide own transportation to various locations in organizational service area.

Benefits:
We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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