Partner Solution Consultant

Work Mode: Hybrid 3+ days per week in our Dublin office Department: Customer Success   ABOUT THE COMPANY  LearnUpon partners with over 1,600 organisations globally to unlock the potential of employees, customers & members through learning that’s easy, scalable and focused on results. Read more about life at LearnUpon here.    ABOUT THE TEAM Our Customer Success team is dedicated to empowering our clients to achieve their unique learning goals. We partner with organisations globally to ensure they unlock maximum value from our platform, driving long-term adoption, retention, and growth. Acting as trusted advisors, the team focuses on strategic enablement and fostering an open, collaborative environment to support our customers at every stage of their learning journey.   ABOUT THE OPPORTUNITY As an Enterprise Customer Success Manager, you will partner with our highest-value customers to drive adoption, deliver measurable success, and secure long-term value. Acting as a trusted advisor, you will combine consultative engagement with structured success planning to ensure your portfolio achieves meaningful business outcomes. In this role, you will lead with curiosity and ownership, aligning LearnUpon's solutions with customer objectives to drive retention, manage renewal readiness, and identify strategic expansion opportunities. Your work will directly impact LearnUpon’s ability to grow, support, and retain our most critical global accounts.   In addition, you’ll be responsible for: * Portfolio Management: Own a portfolio of Enterprise customers, ensuring they achieve defined business outcomes and realize measurable value through LearnUpon. * Success Planning: Develop a deep understanding of customer objectives and align LearnUpon solutions to clear, trackable success metrics. Lead structured success planning and ongoing engagement, including business reviews and outcome-focused conversations. * Retention & Expansion: Ensure customers are positioned for successful renewals and expansion through consistent value demonstration and proactive planning. * Consultative Guidance: Act as a trusted advisor, using curiosity and insight to guide customers toward improved outcomes and navigate change. * Experience using AI tools to streamline tasks and improve efficiencies   SKILLS & EXPERIENCE  MUST-HAVES * Proven experience managing high-value Enterprise accounts within a SaaS environment, with a strong track record of driving software adoption, retention, and customer growth. * Excellent consultative, success planning, and business review presentation skills. * Strong ownership and curiosity mindset with the ability to navigate change and guide enterprise clients toward business goals. * Experience using AI tools to streamline tasks and improve efficiencies.   NICE-TO-HAVES * Experience in eLearning, EdTech, or Learning Management Systems (LMS). * Familiarity with APIs, integrations, or Single Sign-On (SSO). * Experience working cross-functionally in a scaled SaaS environment. *If you don't tick every box but believe this role is a mutually good fit, please don't hesitate to apply. We'd love to hear from you.   WHY CHOOSE LEARNUPON? From comprehensive rewards and generous time off to meaningful investment in your growth and development, LearnUpon gives you the support, trust, and opportunity to do the most impactful work of your career. Learn more here.    HIRING PROCESS * Qualified applicants may be invited to an initial screening call with a member of our TA Team. * Successful candidates will be invited to a series of practical interviews. * Finally, candidates will have an interview with our COO. * Successful candidates will be contacted with an offer to join our team.   Note: At LearnUpon, we utilise AI to enhance the speed and quality of our screening and assessment practices, but our hiring decisions are always human.    LearnUpon is an Equal Opportunities Employer.  We do not discriminate on the basis of gender, marital status, family status, age disability, sexual orientation, race, religion, membership of the Traveller community, or any other legally protected status.   Check out our Careers site and Instagram to learn more about working at LearnUpon.   By submitting your application, you agree to LearnUpon's Privacy Policy.

Our Customer Product Support team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers’ success. We help customers with questions, feature requests, and bug reports, and educate them about best practices. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers’ success, and we get there by exemplifying empathy with our customers. This role is based in our Dublin office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. Coverage may be needed on some weekends or holidays in this role. If you're interviewing for this role, your recruiter will share more about the in-office requirements. What You'll Achieve * Supporting our English and German-speaking customer base, requiring fluent written and verbal proficiency. * Become an expert in Asana’s platform, staying up-to-date on new features and best practices, and develop a positive, consultative relationship to help customers transform the way they work. Given the complexity and breadth of Asana's use across many industries, this is not a typical "question and answer" support role. * Manages complex product issues requiring deeper investigation and advanced knowledge of the platform. You will independently resolve most product issues and expertly consult internal experts and 3rd-party tools when blocked. * Own support cases end-to-end, ensuring timely follow-up, clear communication, and full resolution, while managing a high volume of customer inquiries with accuracy, speed, and empathy. * Troubleshoot and resolve common SaaS issues, including authentication (SAML/SSO/etc), browser behavior, user access, and workflow troubleshooting. * Serve as the dedicated point of escalation for urgent customer issues or tickets pertaining to specified products, demonstrating a mastery of de-escalation and resolution. * Autonomously identify opportunities for and lead customer calls to accelerate complex case resolution. * Act as a key liaison between the product team and our customers, partnering with internal teams to escalate bugs, share customer feedback, and contribute to knowledge content. * Raise case trends with supporting data and propose product or process improvements to Lead/Manager to proactively influence business outcomes. * Proactively provide moderate mentoring to more junior team members to elevate the team's overall capability and knowledge. * Own small projects as needed and contribute to the improvement of team-wide processes, documentation, or tools. You will also support internal ad-hoc projects that support broader business priorities and team enhancements. * Meet team standards for important metrics such as assignment to resolution times and customer satisfaction score. About you * 3-6 years of experience in a customer-facing technical support role in a SaaS or tech environment; live channel experience (video, phone) preferred. * Empathetic, curious, and committed to helping customers feel heard and supported. * Strong critical thinking and problem solving skills with the ability to break down complex topics into clear, actionable steps; strong technical aptitude. * Demonstrate strong communication skills—your written and verbal English and German communication is excellent, proactive, and transparent, effectively communicating complex information across all organizational levels. * Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems. * Familiar with AI tools or prompt-based interfaces, and excited about using technology to enhance support. * Experienced in and comfortable with operating in ambiguous environments, providing consultative support to customers. * Willingness and desire to learn and adopt new skills—both technical and non-technical—in order to craft and deliver the best solutions. * Proficiency with Asana (or other work management platforms) and experience in technical support, especially API & integrations and workflow troubleshooting a plus.   WHAT WE’LL OFFER Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit. For this role, the estimated base salary range is between €57,000-63,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. We strive to provide equitable and competitive benefits packages that support our employees worldwide and include: * Mental health, wellness & fitness benefits * Career coaching & support * Inclusive family building benefits * Long-term savings or retirement plans * In-office culinary options to cater to your dietary preferences #LI-Hybrid About us Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong. Join Asana’s Talent Network to stay up to date on job opportunities and life at Asana.