Customer Solutions Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• The Customer Solutions Architect is an innovative role within the Customer Success team, combining the functions of a solutions architect, solutions engineer, and trusted advisor.

• This individual serves as the technical representative of KlearNow to our clients, while also acting as the customer's advocate within our Product and Engineering departments.

• A significant portion of the work is proactive and consultative in nature.

• The Customer Solutions Architect develops a comprehensive understanding of each customer's customs and trade operations, designing and enhancing platform configurations to align with those workflows.

• They conduct customer training, facilitate technical business reviews in collaboration with the Customer Success Manager, and provide guidance on maximizing platform value as customer volumes, lanes, and compliance obligations evolve.

• They are responsible for grasping the technical aspects of issues, reproducing and identifying root causes, articulating them in a manner that Engineering can address, and ensuring the customer is kept informed and confident throughout the resolution process, clarifying what changes occurred and their significance.

• This role requires a high level of visibility and impact, suitable for someone who can effectively navigate both debugging sessions and discussions with a customer's VP of Supply Chain/Trade Compliance.

⛳️ Requirements

• 6–10 years of experience in a customer-facing technical position, such as solutions architect, solutions engineer, technical account manager, implementation engineer, or technical support engineer.

• Proven ability to manage technical escalations and coordinate resolutions across Support, Product, and Engineering teams.

• Capability to comprehend customer needs and provide strategic insights that foster trust and influence at various organizational levels.

• Exceptional written and verbal communication skills, with the ability to convey technical issues to engineers and discuss business impacts with executives on the same day.

• Demonstrated experience in delivering training or enablement to customer audiences with diverse technical expertise.

• Highly organized, self-motivated, and adept at navigating ambiguity in a role that is evolving as it takes shape.

• Bachelor's degree in a technical or business discipline, or equivalent practical experience.

• Experience in customs brokerage, freight forwarding, trade compliance, or logistics technology, with familiarity in customs entries and global trade compliance.

• Exposure to AI/ML-enabled products and understanding how to manage customer expectations regarding model-driven outputs.

• Experience in establishing new functions, playbooks, or processes from the ground up.

🏝️ Benefits

• Competitive base salary along with variable compensation linked to retention and expansion objectives.