Solutions Engineer

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

📋 Description

• Collaborate with the Senior Solutions Engineer and Account Director to oversee a portfolio of established clients, serving as their primary technical contact.

• Take charge of the entire customer journey, guiding them from the implementation phase to long-term success while ensuring that phased implementation metrics are achieved and embraced.

• Handle daily technical tasks, including configuration requests, updates to workflow configurations, user permissions, and data modifications.

• Assist customers in translating their business processes into effective Gatekeeper workflows.

• Serve as the initial point of technical support for your customer portfolio, resolving issues and working with the broader Gatekeeper team to ensure prompt and effective solutions.

• Cultivate strong relationships with your clients to gain insights into their business processes, strategic objectives, and usage requirements.

• Represent your customers’ voice, advocating for their needs and recommending enhancements to Gatekeeper functionalities.

• Actively monitor customer health and usage, identifying optimization opportunities from product releases and alerting the Senior Solutions Engineer to any engagement or usage risks.

• Track crucial success metrics, such as Time to First Value for your customers in alignment with the phased implementation strategy.

• Carefully document customer configurations and key interactions to ensure clarity among Gatekeeper colleagues.

• Recognize and highlight expansion opportunities based on in-depth customer knowledge, passing these insights to the appropriate Account Director.

• Assist with the renewal process by preparing data for strategic business reviews, showcasing long-term value, and emphasizing key platform engagement.

• Maintain curiosity and stay informed about new product releases, best practices, and advancements in AI.

⛳️ Requirements

• A minimum of 2 years in a customer-facing technical position (such as Technical Support, IT, Junior Implementation, or similar) supporting SaaS implementations.

• A genuine enthusiasm for helping customers succeed and a keen interest in understanding SaaS customer success models.

• Proven experience in achieving implementation milestones, including driving Time to First Value and meeting success criteria.

• Analytical mindset, passionate about learning new software, proficient in configuration management, and comfortable assisting customers with data mapping and migration.

• A sincere interest in exploring new AI advancements, committed to learning how to leverage AI tools, and actively seeking ways it can enhance your work.

• A natural problem-solver with exceptional attention to detail. You are organized and have experience supporting technical projects, tracking time, reporting on progress, and identifying risks.

• Strong and professional communication skills (verbal, video, and written) and comfortable in customer-facing interactions as well as documenting business processes.

• Eager to build a career focused on customer value, enthusiastic about learning from senior team members, and able to thrive in a fast-paced, collaborative environment.

• Nice to Have: Experience with Vendor Management or Contract Lifecycle Management (CLM) platforms.

🏝️ Benefits

• 100% remote working: no offices and no commute.

• Generous paid vacation allowance.

• Comprehensive benefits package including:

• Private Medical & Dental cover.

• GRSP Matching.

• Employee Assistance Program.

• Learning & Development opportunities for lifelong learners.

• Technology: we provide everything you need to excel in your role.

• Gatekeeper for Good: Match funding to support nonprofit organizations in your local community.

• Gatekeeper retreats.