Role Overview:

As a Customer Solutions Engineer, you will be pivotal in bridging the gap between our technical capabilities and customer-desired business outcomes. You’ll act as a customer advocate within the company, representing their needs and interests in internal discussions and decision-making. This hybrid role encompasses presales support, account management, and integration engineering. You will work closely with our sales, product, and engineering teams to ensure successful implementation and ongoing satisfaction of our credit management solutions. Your technical expertise and customer-centric approach will help drive our business growth and ensure customer success.

Responsibilities:

Presales Support:

• Collaborate with the sales team to understand customer requirements and develop tailored solutions.
• Conduct product demonstrations and technical presentations to potential customers.
• Assist in preparing technical proposals, RFPs, and solution architecture documentation.
• Provide technical expertise during customer meetings and sales calls.
• Build strong relationships with prospects to understand their business needs and challenges.

Integration Engineering:

• Lead the implementation of our credit management solutions for new customers, ensuring a smooth onboarding process.
• Provide technical support and troubleshooting assistance to customers, addressing any issues promptly.
• Conduct training sessions for customers to ensure they fully utilize our products' features and capabilities.
• Develop and maintain API documentation and integration guides.
• Test and validate integration solutions to meet customer requirements and performance standards.
• Gather customer feedback and work with the product team to suggest improvements and new features.

Account Management:

• Play an active role in Customer Success by leading Cadence Calls and Quarterly Business Reviews, ensuring clients maximize the benefits of their implementation.
• Build and maintain strong, long-lasting customer relationships by understanding their needs and ensuring their satisfaction with our solutions.
• Proactively identify and resolve any issues or challenges customers may encounter with our products.
• Collaborate with internal teams to ensure timely resolution of customer issues and communicate updates effectively to customers.
• Monitor customer account performance and usage metrics to ensure they achieve their desired outcomes.
• Identify and pursue account growth and expansion opportunities, including upselling and cross-selling additional products and services.
• Gather and analyze customer feedback to inform product development and improvements.

Required Skills and Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• 5+ years of experience in a technical role, preferably for a fintech or financial services SaaS company
• Strong understanding of software development, APIs, and integration methodologies.
• Excellent problem-solving skills and ability to troubleshoot complex technical issues.
• Proficiency in at least one programming language, such as Java, Python, or JavaScript.
• Experience with RESTful APIs, SOAP, and other web services.
• Familiarity with cloud platforms (AWS, Azure, Google Cloud) and SaaS solutions.
• Excellent communication and presentation skills, with the ability to convey complex technical concepts to non-technical stakeholders.
• Strong customer service orientation and ability to build positive relationships with customers.
• Ability to work independently and as part of a team in a fast-paced startup environment.