Solution Architect- Customer Success

Position: Solution Architect- Customer Success

Location: Remote

Position Summary:

The Solution Architect provides subject matter expertise to the Customer Success Management team on all Grace Hill products.  Working cross-functionally with Customer Support, Development, Marketing, and Product Design, this role enables our Customer Success  Managers with a variety of customer-focused services to assist in achieving retention goals and assuring our clients are utilizing our platforms to the fullest extent to achieve their desired value proposition.

Responsibilities:

Client Solution Design:

• Assist customers in product optimization and utilization to ensure their needs are met effectively.
• Act as a voice of the customer by creating technical documentation to provide to the product team.
• Provide technical demonstrations, product proof of concepts, and value propositions to customers for each Grace Hill product.

Technical Consultation:

• Collaborate closely with clients to grasp their business objectives, challenges, and technical requirements.
• Act as a trusted advisor to clients and CSMs, providing technical guidance on the implementation and integration of Grace Hill's solutions.
• Offer expertise in SaaS architecture and best practices to optimize client processes.

Product Utilization and Optimization:

• Using utilization data, work proactively with customer success managers and clients to drive maximum utilization of Grace Hill's solutions, ensuring they derive full value from the technology.
• Provide guidance on best practices and innovative ways to leverage features to meet evolving business needs.

Collaboration with Cross-Functional Teams:

• Work closely with the product development team to communicate client feedback and contribute to the enhancement of Grace Hill's solutions.
• Collaborate with the customer success teams to ensure a cohesive and seamless client experience.

Client Training and Consulting:

• Provide technical expertise and guidance to clients during onboarding and throughout customer journey

Assisting with Growth and Expansion:

• Collaborate with clients and CSMs to understand growth plans and business strategies.
• Provide insights and recommendations on how Grace Hill's solutions can support and scale with their expanding needs.

Additionally, as a Solutions Architect, you'll provide subject matter expertise to the Customer Success Management team on all Grace Hill products, working cross-functionally with various departments to deliver customer-focused services that ensure retention and maximize client value.

Required Knowledge/Skills/Abilities:

• 4-5 years of multi-family experience preferred
• Bachelor’s Degree or equivalent combination of experience and education
• Demonstrated data analytics experience
• Direct, hands-on technical experience in a customer-facing role is a must
• Strong written and verbal communication skills
• Strong problem-solving and analytical skills
• Experience managing several projects simultaneously under tight deadlines
• Demonstrated attention to detail and follow-up capabilities
• Ability to diagnose client needs and build relationships through a value-based approach
• Ability to uncover business requirements, analyze and understand customer systems and problems, and deliver solutions to clients.

About Grace Hill