Director – Product Solutions

Walr•Carson, CA

About The Position

Walr is hiring a Director - Product Solutions to drive the adoption and success of our platform and service offering across the US market. As the strategic bridge between our product, sales, and delivery teams, you'll input into the entire client journey, from early-stage demos and requirements discovery through onboarding, training, and ongoing success. This is a high-impact, multifaceted role for someone who thrives in dynamic environments and gets energized by variety. You'll be equally comfortable presenting to prospects, troubleshooting live client issues, gathering product requirements, and translating US market insights back to our central product team. If you're the type of person who turns ambiguity into action, enjoys wearing multiple hats, and is relentlessly focused on client outcomes, this role will be a great fit. You'll serve as the voice of Walr's product in the US market, shaping how clients experience our platform and ensuring our product evolution reflects the needs of this critical region.

Requirements

5-7 years' experience in the market research industry, with exposure to programmatic sample management and online survey & analysis platforms
Proven track record in customer-facing roles spanning pre-sales, implementation, training, or customer success within B2B SaaS or professional service service
Strong technical aptitude with ability to quickly learn software platforms, understand technical workflows, and troubleshoot issues without requiring programming skills
Excellent presentation and demonstration skills, with experience delivering product demos and training sessions to clients of varying technical sophistication
Experience gathering and documenting product requirements from customers and translating business needs into actionable technical specifications
Outstanding communication skills with ability to serve as effective liaison between customer-facing teams and product/development organizations
Problem-solving mindset with demonstrated ability to manage multiple priorities, handle escalations calmly, and navigate ambiguous situations
Knowledge of the US market research landscape including understanding of industry trends, competitive platforms, and client expectations

Responsibilities

Deliver product demonstrations to prospective clients, showcasing platform capabilities and features relevant to their research needs.
Participate in exploratory integration calls to assess technical requirements and feasibility.
Provide consultative guidance during the sales process on how Walr can address specific client challenges.
Collaborate with the US sales team to qualify opportunities and support deal progression.
Document prospect requirements and use cases to inform product positioning.
Lead onboarding processes for new US-based clients, ensuring smooth platform adoption.
Coordinate and deliver training sessions on platform features and best practices
Assist in developing and maintaining onboarding materials, documentation, and training resources.
Gather and document client-specific requirements during the setup phase, sharing with the relevant product teams.
Troubleshoot platform problems, working with technical teams to diagnose and resolve issues efficiently.
Monitor client health indicators and proactively address potential concerns.
Manage escalations and coordinate cross-functional resources to ensure rapid issue resolution.
Maintain strong client relationships through regular check-ins and support touchpoints.
Act as the voice of US clients to the central product team, sharing insights on feature requests, pain points, and market needs.
Document detailed product requirements based on client feedback and market trends.
Participate in product planning discussions to ensure US market needs are represented.
Track and communicate product roadmap updates to relevant stakeholders.
Identify patterns in client feedback to inform product strategy and prioritisation.