Senior Solutions Engineer – Enterprise CX, NPS

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

📋 Description

• Incorporate authentic NPS and CX domain knowledge into every discussion, linking platform capabilities directly to significant business results that resonate with the buyer.

• Manage the technical aspects of sales cycles, overseeing discovery, solution architecture, proof-of-concept initiatives, and executive presentations.

• Collaborate closely with the sales team to influence and expedite deals from a technical and domain perspective, establishing CustomerGauge as the clear and credible option.

• Convert intricate business and technical requirements into solution designs that withstand scrutiny: including integration architecture, data flows, program configuration, and implementation strategies.

• Assist in responding to RFPs and security questionnaires; lead in-depth technical discussions with IT, data, and operational stakeholders.

• Engage with all levels of the prospect organization, from IT architects and program managers to C-suite executives, with equal proficiency.

• Transition closed accounts into enduring managed relationships and oversee the commercial relationship: renewals, upsells, and multi-year expansions.

• Act as the continuous trusted advisor for a portfolio of strategic accounts, being the go-to person for customers seeking guidance.

• Develop and sustain executive-level relationships while remaining in touch with day-to-day program leaders and advocates.

• Conduct executive business reviews that link CustomerGauge outcomes to customer revenue, retention, and loyalty metrics.

• Proactively identify and manage risks: recognize churn signals early and create mitigation strategies.

• Work together with CustomerGauge services and executives to deliver mutually beneficial outcomes across the customer organization.

• Represent the customer’s voice internally to impact product direction and roadmap priorities.

⛳️ Requirements

• Over 10 years of experience in technical presales, with additional responsibilities in account management or customer success, preferably in B2B SaaS.

• In-depth, hands-on knowledge of NPS, customer experience measurement, or customer feedback programs; this expertise is essential, not optional; experience with Voice of the Customer (VoC) program design and implementation is a must.

• Demonstrated capability to lead complex technical sales cycles at the enterprise level: including solution architecture, integration design, RFP responses, and proof-of-concept initiatives.

• Proven history as a trusted technical advisor: prospects and customers seek your advice on architecture, program design, and strategic planning.

• Experience in managing strategic accounts post-closure: handling renewals, expansions, and executive relationships.

• Comfortable leading commercial discussions and negotiating contracts.

• Strong executive presence; equally effective in technical deep dives and C-suite business reviews.

• Outstanding communication and presentation skills; you simplify complex concepts.

• A Bachelor’s degree is required.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Professional development opportunities