Senior Solutions Architect

Role Overview

• Conduct requirement gathering sessions in order to interpret and deeply understand business requirements while documenting those clearly and concisely.
• Develop and Integrate yourself into your customers operations team to support Gainsight.
• Configure the Gainsight Community and Education platforms per the desired specifications and conduct enablement sessions to the customer’s key stakeholders.
• Quickly establish rapport and positive relationship with client & stakeholders, and manage expectations throughout the implementation lifecycle.
• Proactively Identify and escalate potential issues/risks and partner with both internal & external stakeholders for mitigation/resolution.
• Participate in establishing best practices, templates, policies, tools and partnerships to expand and mature capabilities of the team.
• Forecast, track and report project hours and achieve your utilization target.
• Maintain expert-level knowledge of Gainsight’s Customer Communities and Customer Education platforms.
• Work with the product team to stay ahead of future enhancements to Gainsight’s products.
• Work cross-functionally to deliver multi-resource customer projects.
• Collaborate with the TPM (Technical Project Manager) role on enterprise-level customer engagements, acting as the Subject Matter Expert for the Gainsight platform and advising the custom on strategic decisions.
• Be responsible for nurturing existing Gainsight customers to increase adoption and expansion via technical strategy.
• Work in tandem with the Customer Success team and drive technical initiatives to achieve customer outcomes.

Requirements

• 5-8 years of recent Professional Services/Enterprise product implementation or related experience is required (SaaS experience is preferred)
• BA/BS degree (or equivalent combination of education and experience), required
• Solid understanding of Web services, APIs and Webhooks
• Experience troubleshooting SSO-related issues, especially for SAML, Oauth 2, and/or Open ID Connect
• Ability to understand and document business requirements as well as provide prescriptive recommendations by actively listening and asking probing questions
• In-depth knowledge and experience with successfully managing enterprise software application implementations
• with waterfall and agile methodologies
• Experience with spearheading initiatives with cross-functional teams on a number of concurrent engagements
• Record of professional achievements with a track record of delighted, successful, and satisfied customers
• Executive presence and confidence in communicating with technical, business, and senior leader stakeholders
• Ability to explain complex technical concepts in simple terms
• Ability to create structure in ambiguous situations and design effective processes
• Experience in working with complex, multi-divisional, multi-geographical customers
• Comfortable managing time and priorities across multiple parallel customers
• Passion to be an expert on the product and for being part of a fast growing company, while also recognizing when to ask questions or seek help.

Benefits

• Fully covered medical premiums (employee-only)
• Flexible PTO
• 401(k) plan
• Dental and vision coverage
• Remote work options
• $10,000 lifetime fertility stipend
• Access to coworking spaces around the globe
• Dedicated Recharge Holidays
• one long weekend each quarter to relax and reset