--- title: 'Service Consultant at Firstup' canonical: 'https://feeny.ai/job/service-consultant-firstup-united-kingdom-kzhyj1c65mge' type: 'job' last_seen: '2026-09-10' --- # Service Consultant at Firstup - **Company:** Firstup - **Location:** United Kingdom - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-08-24 - **Last confirmed live:** 2026-09-10 - **Apply:** https://jobs.lever.co/firstup/3f38d8ea-a9b7-47f6-b1b8-7e0ee74dd77a ## Job description The Service Consultant is a functional and technical subject matter expert on the Firstup platform, who supports customer implementations, technical configuration and customization. ## Responsibilities - Product Expertise and Customer Needs Analysis: Develop and maintain expertise with the Firstup platform, product, and features while conducting thorough assessments of customer requirements and business goals to tailor the product setup and configuration accordingly. Translate customer requirements into clear implementation plans and provide recommendations based on Firstup implementation best practices. - Onboarding, Implementation, and Customization: Lead customers through the end-to-end onboarding and implementation process, offering expert guidance on setting up the product, configuring settings, and integrating with other systems. Coordinate implementation activities, milestones, timelines, customer responsibilities, and dependencies to keep implementations progressing toward launch. Work closely with customers to customize the product to align with their unique workflows and preferences. - Project Management, Troubleshooting, and Support: Serve as the primary point of contact for customers throughout implementation, providing clear communication on progress, next steps, risks, and outstanding actions. Proactively identify and manage implementation risks, blockers, and dependencies, coordinating with customer and internal stakeholders to drive them through resolution. Address questions, concerns, or technical issues encountered during setup and provide timely and effective support to ensure a successful implementation and customer experience. - Documentation, Knowledge Sharing, and Training: Create and maintain comprehensive implementation documentation, project plans, guides, and training materials to empower customers to utilize the product effectively. Lead customer working sessions and ensure key stakeholders are appropriately enabled ahead of launch. Share knowledge and best practices with colleagues to improve overall team performance and collaborate with internal teams to advocate for customer needs and drive continuous improvement initiatives. - Product Setup, Configuration, and Integration: Guide customers in setting up and configuring the Firstup product, including authentication methods and integration with HRIS or other systems to ensure data consistency and accuracy. Coordinate technical requirements and dependencies between customer and Firstup teams, ensuring technical activities are completed in alignment with implementation timelines and launch requirements. - Launch Readiness and Technical Support: Guide customers through email authentication protocols and provide technical support and troubleshooting assistance for authentication, data integration, email delivery, and mobile app functionality. Partner with customers to assess launch readiness, coordinate testing and outstanding implementation activities, and ensure key technical and functional requirements are completed ahead of launch. Support a structured transition from implementation into ongoing customer management following launch. ## Qualifications - Bachelor's Degree in a tech related field or a related field of study, or equivalent experience. - Three or more years of experience in client-facing roles such as Solutions Consultant, Implementation Consultant, Professional Services Consultant, Solutions Engineer, or similar within a SaaS organization that has $100M+ in ARR. - Must have experience with Enterprise SaaS applications software/solutions. - Experience managing or coordinating customer implementations, onboarding programs, or complex customer projects from kickoff through launch. - Strong project management and organizational skills, with the ability to manage timelines, milestones, dependencies, risks, and multiple customer implementations simultaneously. - Distinct passion for technology and curiosity to understand the marketing and communications technology landscape and technical integrations. - Familiarity with API, Authentication, and integration concepts. - Familiarity with data and privacy laws such as GDPR and CCPA for SaaS companies. - Demonstrable verbal and written communication skills, especially in communicating complex technical conversations to a non-technical audience and handling customer questions and objections. - Strong customer and stakeholder management skills, with the ability to set expectations, drive actions and decisions, and confidently lead customer conversations throughout an implementation. - Problem-solver mentality with the ability to address matters proactively, identify risks and blockers, come up with creative solutions, implement feedback, and plan for the future. - Great team player with strong team and cross-departmental collaboration skills. - Proven ability to manage multiple projects simultaneously while maintaining attention to detail and organization. - Highly self-motivated towards personal and professional excellence. - Enthusiastic, proactive, positive-minded, customer-focused, and service-oriented. - Ability to travel up to 25%. ## About Firstup ## Company Overview - **One-liner**: Firstup provides an intelligent communication platform that helps large organizations engage, inform, and activate their workforce through personalized, multi-channel messaging. - **Entity Type**: Private (Series D; total funding $114.8M) - **Headquarters**: San Francisco, California, United States - **Founded**: 2008 - **Founders**: Greg Shove and Nicole Alvino ## Core Business - **Primary industry**: Workforce communications and employee experience software - **Target customers**: Large enterprises with deskless/frontline workers (healthcare, manufacturing, distribution, retail, aviation, etc.) - **Mission/purpose**: "Empower organizations to put their people first" by cutting through communication noise and driving measurable business outcomes. ## Products & Services - **[Firstup Intelligent Communication Platform](https://firstup.io)**: A unified SaaS platform that enables hyper-personalized employee journeys, automated campaigns, and real-time engagement analytics. Includes: - **Employee App**: Mobile-first communication for deskless workers. - **Employee Intranet**: Centralized personalized workspace. - **Employee Email**: Intelligent timing and targeting to break through inbox clutter. - **Digital Signage**: Targeted messages for break rooms and common areas. - **Integrations**: Seamlessly connects with Microsoft, Workday, ServiceNow, and other HR/IT tools. ## Market Standing - **Valuation**: Not publicly disclosed (private company) - **Key Metric**: Annual revenue estimated at $100M (LinkedIn data) - **Total Funding**: $114.8M across 6 rounds, including: - Series D (2016): $25M led by Akkadian Ventures - Series E (2018): $10M led by DTCP - Earlier rounds from Rembrandt Venture Partners and others - **Notable Investors/Partners**: Akkadian Ventures, Rembrandt Venture Partners, DTCP; integrations with Microsoft, Workday, ServiceNow - **Growth Signals**: - Named a **Leader in the 2025 Gartner® Magic Quadrant™ for Intranet Packaged Solutions** - Case study: Swissport unified 45,000 employees across 300 airports with 75% frontline engagement - Case study: Southern Company Gas saved 91K hours and $3.9M - LinkedIn followers grew **101.3% year-over-year** (37,672 followers as of late 2025) ## Competitive Advantages - **AI-powered personalization**: Automates targeted, role-based communication across channels (mobile, email, intranet, signage). - **Frontline-first focus**: Designed specifically for deskless and shift workers, a large underserved segment. - **Proven ROI**: Forrester TEI study quantified improvements in frontline retention, productivity, and safety for a 10,000-employee organization. - **Deep integrations**: Native connections with major enterprise platforms (Microsoft, Workday, ServiceNow) reduce friction. ## Strategic Focus - **AI as a core differentiator**: "AI that works as hard as your workforce" – providing virtual assistants for employees, content creation tools for communicators, and analytics for leaders. - **Expanding in healthcare, manufacturing, and retail** verticals where frontline communication is critical. - **Continued international growth** (offices in London, presence across 8 countries). ## Why Work Here - **Culture & values**: Emphasizes innovation, accountability, transparency, teamwork, and speed. "Be real" (fact-based, authentic feedback) and "operate with pace and urgency." - **Remote/hybrid policy**: Mix of remote-first roles (e.g., UK-based Software Engineer) and hybrid roles (e.g., Chicago Sales Development Representative). Headquarters in San Francisco. - **Benefits**: Paid volunteer days, donation matching program, and a focus on "community" both inside and outside the company. - **Engineering environment**: Roles for fullstack, frontend, mobile UX, and cloud operations; uses AI tools in hiring process. - **Headcount**: Approximately 194–300 employees (conflicting reports: LinkedIn shows 194 with -3.9% YoY decline; Wikipedia states 300). Distributed across 8 countries. ## Sources 1. [firstup.io](https://firstup.io) 2. [Firstup Careers](https://firstup.io/careers/) 3. [LinkedIn Company Page](https://www.linkedin.com/company/firstup-io) 4. [Wikipedia](https://en.wikipedia.org/wiki/Firstup) ## Other roles at Firstup - [Technical Support Engineer](https://feeny.ai/job/technical-support-engineer-firstup-united-states-bc6wp1wyj68c) — United States - [Account Manager](https://feeny.ai/job/account-manager-firstup-united-states-8r0nss6eh3wf) — United States - [Customer Success Manager (UK)](https://feeny.ai/job/customer-success-manager-uk-firstup-united-kingdom-yswcq9tmtepw) — United Kingdom - [Campaign Operations Manager](https://feeny.ai/job/campaign-operations-manager-firstup-united-states-k5kzsapwmyme) — United States - [Revenue Analytics & Planning Manager](https://feeny.ai/job/revenue-analytics-planning-manager-firstup-united-states-e87cb71x9fcw) — United States - [Software Engineer, Fullstack (UK)](https://feeny.ai/job/software-engineer-fullstack-uk-firstup-united-kingdom-pk5e9ekqk821) — United Kingdom - [Manager, GTM Systems](https://feeny.ai/job/manager-gtm-systems-firstup-united-states-h84kz3tddrrh) — United States - [Sr. Software Engineer, Fullstack (UK)](https://feeny.ai/job/sr-software-engineer-fullstack-uk-firstup-united-kingdom-ahxxd8yqbfxv) — United Kingdom - [Sr. Software Engineer, Frontend](https://feeny.ai/job/sr-software-engineer-frontend-firstup-united-kingdom-gv0zbn7d5cwp) — United Kingdom