A Solution Architect will be responsible for designing and implementing effective onboarding strategies that ensure our customers have a seamless and positive experience from the start. This role requires a blend of technical expertise, customer-centric thinking, and a deep understanding of SaaS solutions. The ideal candidate will leverage a value compass to establish clear, achievable goals for customers, guiding them through their journey with the XOPS solutions.
Responsibilities
Customer Onboarding Strategy
Develop and implement comprehensive onboarding strategies tailored to different customer segments
Utilize a value compass to establish clear goals for customers, aligning their needs with our solution's capabilities
Collaborate with the Customer Success team to identify and address onboarding challenges and opportunities
Solution, Design, and Implementation
Work closely with customers to understand their business needs, technical requirements, and success criteria
Design and architect onboarding solutions that align with customers' goals and our product capabilities
Lead the implementation of onboarding solutions, ensuring timely and successful deployment
Customer Engagement and Support
Serve as the primary technical point of contact for customers during the onboarding phase
Conduct onboarding sessions, including product demonstrations, technical workshops, and training
Provide top notch support to customers in collaboration with the Technical Support team throughout their onboarding process
Provide continuing guidance to customers to ensure a smooth transition to our platform and ensure they are using the product as intended and solutioned
Cross-Functional Collaboration
Collaborate with Product, Engineering, Sales, Customer Success, and Technical Support teams to ensure alignment and integration of onboarding solutions
Gather and relay customer feedback to inform product development and enhancements
Partner with Sales to support pre-sales activities and ensure a seamless handover to the onboarding team
Documentation and Training
Develop and maintain comprehensive onboarding documentation, including guides, tutorials, and best practices
Create training materials and deliver training sessions to internal teams and customers
Continuously improve onboarding materials based on customer feedback and industry best practices
Metrics and Continuous Improvement
Define and track key performance indicators (KPIs) for the onboarding process
Analyze onboarding data to identify trends, insights, and areas for improvement
Implement process improvements to enhance the efficiency and effectiveness of the onboarding experience
Requirements
Bachelor's degree in Computer Science, Engineering, or a related field; advanced degree preferred
5+ years experience in a customer success, solutions architecture, or technical consulting role is highly desirable
Proven experience in a technical role within a SaaS or technology company, with a focus on customer onboarding or solution architecture
Strong understanding of SaaS solutions, cloud technologies, and software implementation processes
Proficiency in designing and implementing technical solutions that meet customer requirements
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
Customer-focused mindset with a passion for delivering exceptional experiences and driving customer success
Experience with using a value compass to establish and communicate clear, measurable goals for customers
Proven ability to quickly grasp new concepts, adapt to changing priorities, and efficiently manage tasks in a dynamic workplace
Seniority level
Associate
Employment type
Full-time
Job function
Engineering and Information Technology
Industries
Primary and Secondary Education and Non-profit Organizations
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