Solution Expert - Incident and Audit

About the Role

Appriss Retail is looking for a Solution Expert to serve as the go-to product authority for our Incident and Audit solutions. Incident gives LP, operations, and compliance teams a single place to open, work, and close every case — from shoplifting and ORC to safety and audit findings. Audit applies those same principles to operational compliance, replacing paper checklists with a centralized, scored auditing system. In this role, you'll bridge the gap between the product and the people who sell, implement, train, and support it every day.

What You'll Do

• Serve as the internal and customer-facing subject matter expert on Incident and Audit functionality, workflows, and best practices

• Support sales and customer success teams during demos, discovery calls, and QBRs by speaking fluently to product capabilities and value

• Deliver customer training sessions — onboarding, ongoing enablement, and named-session packages — to drive adoption and proficiency

• Help customers configure and optimize their use of Incident and Audit — case linking, audit scoring, checklist digitization, and analytics

• Provide advanced product support, troubleshooting complex customer issues and escalating appropriately when needed

• Partner with Product and Engineering to relay customer feedback, identify gaps, and inform the roadmap

• Create and maintain training materials, playbooks, and FAQs for internal teams and customers

• Stay current on retail loss prevention and compliance trends relevant to Incident and Audit use cases

What You Bring

• Experience with case management, compliance/audit software, or loss prevention systems (retail industry experience a plus)

• Comfort delivering live training or enablement sessions to customers, individually or in groups

• Strong communication skills — comfortable explaining technical workflows to both technical and non-technical audiences

• A customer-first mindset with the ability to translate product features into business value

• Comfort working cross-functionally with Sales, CS, Product, and Support

• Prior experience in a solution consultant, product specialist, training, or support role

Benefits

At Appriss Retail, we offer a competitive and comprehensive benefits package designed to support your well-being at work and beyond. Benefits begin on your first day and include multiple medical plan options, dental and vision coverage, health savings and flexible spending accounts, paid parental leave, and supplemental coverage for life’s unexpected moments. We offer generous paid time off, a 401(k) with immediate vesting and company match, short- and long-term disability, and free access to health and wellbeing resources such as Calm and Sworkit. You’ll also have access to learning and development opportunities to help you grow your career. Our benefits support your well-being so you can perform your best in every part of life.

Reports to: Director, Solution Experts

Department: Product / Customer Success

Supervisory Duties: No

Travel Required: Yes, 10-15%

Location/Work Region: Remote - United States

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to protected characteristics.

About Appriss Retail

Appriss Retail is the total retail loss solution for omnichannel, unifying high-quality data across stores, online, and customer ser-vice to reduce returns, cut shrink, and manage incidents. Our products—Engage to reduce returns, Secure to cut shrink, and Incident to centralize visibility—help retailers move from reactive loss control to strategic profit protection. Together, they empower organizations to make better operations decisions, strengthen accountability, and put hundreds of millions back to the bottom line. Covering 40% of all U.S. transactions and active in 45 countries, Appriss Retail is trusted by 60+ of the top 100 U.S. retailers to deliver lasting performance improvement. Learn more at apprissretail.com.