Solutions Engineer

Role Overview

• Partner with the Senior Solutions Engineer and Account Director to manage a portfolio of established customers, acting as their key technical point of contact.
• Take ownership of the full customer journey, guiding them from implementation to long-term success and ensuring phased implementation metrics are met and adopted.
• Manage day-to-day technical actions, including configuration requests, workflow configuration updates, user permissions, and data updates.
• Help customers translate their business processes into efficient Gatekeeper workflows.
• Act as the first line of technical support for your customer portfolio, troubleshooting issues and collaborating with the wider Gatekeeper team to ensure fast, effective resolutions.
• Build deep relationships with your portfolio to understand their business processes, strategic goals, and usage requirements.
• Be the voice of your customer, championing their needs and suggesting Gatekeeper functionality enhancements.
• Proactively monitor customer health and usage, identifying opportunities for optimisation from product releases and raising any engagement or usage risks to the Senior Solutions Engineer.
• Track key success metrics such as Time to First Value for your customers inline with the phased implementation approach.
• Meticulously document customer configurations and key interactions to ensure transparency across Gatekeeper colleagues.
• Identify and surface expansion opportunities based on deep customer knowledge and pass them to the relevant Account Director.
• Support the renewal process by preparing data for strategic business reviews, demonstrating long-term value, and highlighting key platform engagement.
• Stay curious and up to date with new product releases, best practices and AI advancements.

Requirements

• 2+ years of experience in a customer facing technical role (like Technical Support, IT, Junior Implementation, or similar) supporting SaaS implementations.
• You have a genuine passion for helping customers succeed and an interest in learning about SaaS customer success models.
• Experience in achieving implementation milestones including driving Time to First Value and delivering success criterias.
• Analytical minded, love learning new software, configuration management and comfortable helping customers with data mapping and migration.
• Genuine interest to explore new AI advancements, a commitment to learning how to leverage AI tools, and are actively seeking how it can evolve your work.
• Natural problem-solver with exceptional attention to detail. You're organised and have experience supporting technical projects, tracking time, reporting on progress, and identifying risks.
• Clear and professional communication skills (verbal, video, and written) and are comfortable in customer-facing interactions and documenting business processes.
• Excited to build a career in customer value, eager to learn from a senior team member, and thrive in a fast-paced, collaborative environment.

Nice to Have

• Experience with Vendor Management or Contract Lifecycle Management (CLM) platforms.

Benefits

• 100% remote working: live anywhere in the UK, no offices and no commute
• Generous annual leave allowance
• Comprehensive benefits package including:
• Private health cover
• Company pension scheme
• Life Assurance
• Group Income Protection
• Learning & Development opportunities for lifelong learners
• Technology: we provide everything you need to do your best work
• Gatekeeper for Good: Match funding to support non-profit organisations in your local community
• Gatekeeper retreats