Solution Expert

About Fluid Topics

Fluid Topics is the leading Product Knowledge Platform for people and AI. Serving Fortune 500 companies and tech organizations of all sizes, Fluid Topics is the go-to solution for tech companies seeking to enhance team collaboration, customer service, and field service operations with distinctive business applications fueled by product knowledge.

Your Role

You will join the Customer Success team, responsible for ensuring our clients achieve their desired outcomes, providing exceptional support, fostering long-term relationships, and driving overall customer satisfaction and retention. As Solution Expert, you’ll provide in‑depth functional and technical guidance so customers realize maximum value from the platform. You’ll be the go‑to expert for complex questions, aligning Product, PS, CS, and Marketing to resolve needs quickly and sustainably.

What success looks like (typical KPIs)

• Time‑to‑value and time‑to‑resolution on complex requests
• Percentage of issues resolved without Engineering escalation (with clear entry criteria when escalation is needed)
• Parallel work throughput: on‑time delivery across multiple concurrent workstreams
• Customer satisfaction (CSAT) for SE engagements and executive feedback
• Reduction of repeat requests via enablement, macros, and self‑service

What You'll Do

• Lead advanced functional support and technical advisory for customers
• Maintain direct communication to proactively identify needs and resolve problems.
• Act as a consultative partner: challenge assumptions, propose pragmatic solutions, and be assertive with customers and internally when. priorities, scope, or risks require it.
• Intervene across the customer portfolio at CSM request to unblock complex topics (configuration, search relevance tuning, design/theming, integrations at a high level).
• Translate customer requirements into clear, prioritized, and contextualized inputs for Product and PS; track through delivery.
• Design, prototype, and implement front‑end customizations where appropriate (CSS and JavaScript essential); ensure maintainability and alignment with product capabilities.
• Collaborate with Marketing/CS and Documentation team to build and maintain technical and functional enablement materials (how‑tos, best practices, sample code/snippets, training sessions).
• Manage multiple threads in parallel with rigorous prioritization, clear SLAs, and timeboxing; communicate status and trade‑offs proactively.
• Contribute to continuous improvement: capture learnings, document runbooks, and standardize solutions to reduce future inbound.

What You Bring

• 3–6+ years in B2B SaaS (complex enterprise product) in a Solution Engineer/Consultant, Solution Expert, Technical CSM, or similar role.
• Strong general technical background with a design/UI major (CSS and JS solid expertise)
• Comfortable with HTML and browser dev tools
• Demonstrated ability to run multiple customer initiatives in parallel, set priorities, push back when needed, and land outcomes on time.
• Consultative communicator with executive presence; assertive and clear when framing trade‑offs, risks, and decisions.
• Strong business acumen: can connect customer outcomes to platform capabilities and quantify impact.
• Excellent written and spoken English is mandatory.

Nice to have

• Accessibility/WCAG awareness, design systems, Figma
• Knowledge or Experience in knowledge portals, content delivery, or search platforms

Why Join Fluid Topics

The position is available in Lyon or fully remote from mainland France (excluding Corsica).

• Be part of a fast-growing tech company with global impact
• Inclusive and agile work environment based on teamwork, training, and innovation.
• Competitive salary
• Health insurance, meal vouchers, and other benefits.

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