Professional Services Consultant

Ketch • San Francisco, CA

5d • Hybrid

About The Position

Ketch is hiring a Professional Services Consultant to own customer implementations from discovery and solution design through deployment. The consultant manages several implementations at once and serves as each customer’s technical advisor, main point of contact, and owner of communication, expectations, and escalations. The role is part of the Customer Experience (CX) Team within the broader Go-to-Market organization and works closely with colleagues across GTM, Engineering, and Product. The consultant leads technical conversations, educates customer teams on Ketch’s platform and use cases, identifies potential upsell opportunities in partnership with Sales, and brings customer feedback to Product and Engineering. Success is measured through time to value, customer satisfaction, and product utilization. This is a hybrid role based out of Ketch’s San Francisco office; the employee must live in the San Francisco Bay Area and work onsite three days per week.

Requirements

• At least 7 years of experience in Professional Services, Solutions Consulting, or Technical Account Management at a SaaS company, or in a technical consulting role at a consulting firm.
• Experience managing several implementations at the same time.
• Technical proficiency to independently lead conversations with customer technical stakeholders and guide them through Ketch technology, including SaaS architectures, APIs, JavaScript SDKs, and integrations; coding skills are not required.
• Ability to learn technical concepts quickly and understand product architecture well enough to design appropriate customer solutions.
• Ability to explain complex ideas clearly to executives and technical users.
• Structured problem-solving skills, including identifying risks early and proactively driving solutions.
• Entrepreneurial mindset, bias for action, and comfort with ambiguity.
• Uses AI tools such as Claude in day-to-day work.
• Must live in the San Francisco Bay Area and work onsite at the San Francisco office three days per week.
• Fluent written and spoken English.
• Legally authorized to work in the United States.
• Bachelor’s degree required.

Nice To Haves

• Ad-tech or mar-tech experience, especially understanding how websites and mobile apps capture data through pixels, scripts, and SDKs.
• Start-up experience in B2B SaaS.
• Data privacy knowledge.
• Knowledge of a second language.

Responsibilities

• Own customer implementations end to end, from discovery and solution design through deployment.
• Manage several customer implementations concurrently.
• Serve as the customer’s single point of contact for communication, expectations, and escalations.
• Lead technical conversations with customer stakeholders and educate customer teams on platform features and use cases.
• Identify upsell opportunities and work with Sales to close them.
• Share customer feedback with Product and Engineering to help shape future products and services.
• Measure implementation impact through time to value, customer satisfaction, and customer product utilization.

Benefits

• Competitive medical, dental, and vision coverage, with 100% of premiums paid for US-based full-time employees.
• Unlimited PTO.
• 10 paid company holidays.
• Paid parental leave.
• Remote-friendly work with flexible scheduling built around core collaboration hours.
• Commuter benefits for office-based employees.
• Equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior