Solutions Specialist

Solutions Specialist

Classification	Exempt
Supervises	N/A
Reports to	Solutions Manager
Travel	Minimal

Summary & Objective

ROC-P is the premier SaaS credentialing and certification management platform which enables organizations to streamline credentialing, certification, and exam administration through configurable workflows, automation, and reporting.

At ROC-P, we live our purpose and deliver results through our core values: People First, Wow Our Clients, Improve and Innovate, Nurture the Business, and Give Back. Every team member is responsible for consistently modeling these values and using them as a guide for decisions and daily work.

The Solutions Specialist is a client-facing role responsible for designing, configuring, and supporting ROC-P solutions that meet client credentialing and certification requirements. This position partners with clients to translate business processes into effective platform configurations, accelerate adoption, and ensure clients realize measurable value from ROC-P.

Key Responsibilities

• Become a subject matter expert on the ROC-P platform, credentialing concepts, end-to-end workflows, and system configuration.
• Lead discovery with new and existing clients to understand certification, credentialing, and exam administration processes; translate requirements into configured solutions and documented outcomes.
• Configure ROC-P to align with client requirements and best practices, including workflow setup, permissions/roles, data structures, and business rules (as applicable).
• Support implementation execution by coordinating configuration reviews, client validation/UAT, go-live readiness activities, and training handoffs (in partnership with internal teams).
• Serve as a primary point of contact for client questions related to platform functionality and configuration; replicate scenarios, troubleshoot, and provide clear explanations, workarounds, or escalation as appropriate.
• Monitor client adoption and success metrics; identify opportunities to improve usage, efficiency, and process alignment, and drive follow-through with clients.
• Provide proactive recommendations on feature utilization, configuration improvements, and process optimizations; ensure recommendations are feasible within current product capabilities.
• Participate in recurring client touchpoints (e.g., quarterly business reviews/check-ins) to review outcomes, adoption, risks, and next-step opportunities.
• Capture client feedback and convert it into structured product insights (problem statement, business impact, frequency, and examples); avoid committing to timelines or roadmap items.
• Collaborate with Product and Engineering to validate solutions, support testing/acceptance of updates, and communicate configuration implications to clients when needed.
• Maintain and improve internal documentation (configuration standards, FAQs, implementation of playbooks) and partner with training/customer teams to develop repeatable enablement materials.

Required Skills & Abilities

• Strong alignment with ROC-P’s mission and a genuine interest in credentialing, certification, and technology-enabled process improvement.
• Excellent verbal and written communication skills, with the ability to translate complex system behavior and configuration decisions into clear, client-friendly explanations.
• Demonstrated ability to elicit, analyze, and document client requirements, and map those requirements to practical, scalable system configurations.
• Proven client relationship management skills, including the ability to build trust, set expectations, and guide non-technical stakeholders through technical decisions.
• Strong analytical and problem-solving skills, with the ability to diagnose workflow, configuration, and data-related issues, and recommend effective solutions.
• Solid project coordination and prioritization skills, with the ability to manage multiple client engagements, timelines, and dependencies concurrently.
• Working knowledge of SaaS platforms and software development lifecycles, including an understanding of configuration vs. customization, release cycles, and change management.
• Excellent organizational skills and attention to detail, particularly in configuration accuracy, documentation, and follow-through.
• High comfort level learning and adopting new technologies, tools, and domain concepts quickly, with a bias toward continuous improvement.

Education and Experience

• Bachelor’s degree in technology, Management Information Systems (MIS), business, or related field, or equivalent practical experience.
• Three to five years of experience in a SaaS environment in solutions consulting, implementation, client onboarding, customer success, or advanced technical support roles.
• Demonstrated experience coordinating or leading implementation-related projects, including managing timelines, dependencies, and stakeholder expectations.
• Familiarity with workflow-driven systems and client-facing operational tools such as CRM, ticketing, or issue-tracking platforms.
• Working experience with basic data manipulation, including CSV file handling, data validation, imports, and troubleshooting common data issues.
• Strong understanding of SaaS platforms and delivery models, including configuration-based solutions, release cycles, and ongoing platform evolution.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift to 15 pounds at times

The job description is not a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Additional responsibilities may change or be assigned from time to time due to changes in business needs.