Solution Engineer

This is a fully remote position, open to applicants in Arizona, +28 more states.

📋 Description

• Oversee the onboarding process for new Direct Admissions, Yield, and Engage customers.

• Partner with IS and DIS teams to finalize technical setups as per customer specifications.

• Manage the complete onboarding and implementation journey as the customer advocate.

• Work alongside Account Managers to resolve any implementation and onboarding obstacles.

• Facilitate ongoing training sessions for customers.

• Conduct product demonstrations.

• Address customer challenges for specific and tailored use cases.

• Handle annual setup cases as customers update their product usage scenarios.

• Maintain a comprehensive understanding of the platform, product offerings, and new features.

• Act as the customer’s voice to influence product enhancements.

• Achieve time-to-value objectives.

• Familiarize with work intake and sales-team transition processes.

• Provide comprehensive case notes to Account Managers.

• Attain proficiency in onboarding across applicable products within three months.

• Propose enhancements to processes, customer interactions, or products.

• Navigate partner organizations to remove obstacles.

• Meet onboarding timeline targets with a success rate of over 90% within six months.

⛳️ Requirements

• Bachelor’s degree is mandatory.

• Minimum of 3 years of experience in a customer success, onboarding, or implementation role.

• Strong and ongoing understanding of Niche products and their value propositions.

• Proficient knowledge of Salesforce and Zendesk.

• Industry experience in Higher Education is preferred; K12 experience is a plus.

• Proven ability to utilize data and insightful questions to collaboratively solve problems with customers.

• Exceptional communication and interpersonal skills.

• Strong analytical skills to interpret complex problems and trends.

• Customer-oriented mindset focused on establishing trust and rapport.

• Ability to self-manage to meet deadlines and propel momentum on behalf of the customer.

• Data-driven proficiency to evaluate customer retention and discern trends.

• Must be legally authorized to work in the United States without sponsorship, now or in the future.

• Residence in one of the designated hiring states is required.

🏝️ Benefits

• Annual bonus opportunity.

• Stock option program.

• Comprehensive 100% employer-paid health plan, including vision and dental, along with supplemental coverage.

• Flexible paid time off policy.

• Stipend for creating your home office setup.

• Parental leave available for all employees (12 weeks fully paid).

• Short-term disability coverage for birthing parents.

• 401(k) plan with employer matching.

• Fully flexible work environment: remote work, Pittsburgh office, or a hybrid model.

• Full-time, salaried position.

• Commitment to equal opportunity employment.