Solutions Engineer - Remote

Who are we?

Polyconcept North America (PCNA) is the industry’s biggest and most diverse offering of promotional products and decoration services. At PCNA, we don’t just create products — we inspire brand experiences. Join our team and be part of a company where you can make a mark, build something meaningful, and grow in your career while helping brands leave lasting impressions.

What we offer you

• Full healthcare and benefits! The health and wellness of our employees is important to us, that’s why we offer benefits including medical, vision, dental, short-term disability, and more!
• Flexible scheduling
• 401k Matching
• Generous Paid Time Off and Holidays
• PCNA Cares Share Fund – donating to teammates in times of need

Why you will make it your career

• We invest heavily in modernization, operating more efficiently with cutting edge digital technology
• We value our employee’s contributions in a collaborative and inclusive work environment
• Our culture encourages listening, understanding and a sense of empathy makes PCNA stronger
• As the industry leader for environmental responsibility, sustainability is the key to every decision we make

Our Values

Delight Customers: Treat our customers the way you’d like to be treated.

Work Smart: Time is valuable. Focus on the things that can have the biggest impact on our business and customers. Be inquisitive and innovative

Think Team: Work together to get the job done. Be inclusive and collaborative.

Own It: Be accountable. Embrace challenges as opportunities, roll up your sleeves and make it happen.

Say It Like It Is: Be candid, honest and respectful. Offer constructive insights and welcome other’s input.

Our Businesses

Leed’s is the premier supplier of high-quality promotional products, with goods ranging from pens and drinkware to bags and mobile tech. Bullet is a leading supplier of low-price promotional products,​ offerin​g deep inventory, reliable service and 24-hour turnaround. Trimark, a member of PCNA, is a leading developer and manufacturer of logo'd apparel for the Canadian and U.S. promotional industries. Trimark sells logo'd apparel across 6 different categories: Polos, T-Shirts and Tops, Woven Shirts, Knits and Fleece, Jackets, and Accessories, including Headwear. At JournalBooks, we believe in creative minds working together to create something truly unique in journals and planners. ETS has always sought to provide the very best in service, product selection, printing capabilities and competitive pricing, focused on drinkware, ETS offers a broad range of high-quality drinkware categories. Spoke’s print-on-demand solutions and premium product assortment are standing by to help expand your inventory and fulfill your event and gifting needs!

The Position

The Solutions Engineer will serve as a pivotal figure in bridging the gap between sales, account management, technical teams, and clients. This role is responsible for guiding clients through the onboarding process while also providing technical expertise and support to ensure that our solutions meet their business needs. The Solutions Engineer will play a crucial role in both client satisfaction and the success of our sales efforts.

Client Onboarding & Relationship Management:

• Serve as the main point of contact for new clients throughout the onboarding process, building rapport and fostering positive relationships

• Develops intimate understanding of stakeholder needs and pain points (internal & external)

• Collaborate with sales, account management, and technical teams to understand client needs and tailor the onboarding process accordingly

• Acts as a product manager in a more solutions-based/strategic capacity in order to bridge gap between current offering and customer needs
• Conduct initial orientation sessions with clients, explaining product features, benefits, and implementation procedures

• Develop and deliver customized onboarding plans based on each client's unique requirements and goals
• Coordinate and oversee the technical integration of our products or services, addressing any challenges or concerns in collaboration with technical teams
• Provide clear instructions, training, and support to clients to help them achieve proficiency and confidence in using our systems
• Troubleshoot and resolve client issues during the onboarding phase, ensuring prompt and effective resolution to maintain client satisfaction
• Maintain accurate and up-to-date records of client interactions, progress, and relevant information in our CRM system
• Stay up-to-date with industry trends, best practices, and new features to provide proactive guidance and suggestions to clients

Sales Enablement & Technical Solutions:

• Conduct discovery meetings to uncover clients' business and technical requirements
• Defines use cases, business requirements, and acceptance criteria for both Spoke Custom and partner engineering teams
• Troubleshoot complex product-related issues and escalate more challenging cases to higher-level support teams or management as needed
• Act as a technical expert and consultant to develop and propose solutions that meet the technology and business requirements of assigned customers
• Partner with Account Executives for discovery calls, product demonstrations, POC support, and onsite meetings
• Serve as a liaison between multiple internal organizations, including Product, Engineering, Customer Success, and Product Marketing
• Develop and implement a training strategy, program, and curriculum for the sales organization
• Manage the sales enablement content repository to ensure relevant materials are available and accessible
• Investigate and evaluate products for potential addition to the existing tech stack
• Develop customer-facing best practices and procedures to optimize system use and integration
• Provide insight and support to customers and internal team members on system development, use, and integration

Skills and Knowledge

• Strong technical background
• Proven ability to manage client relationships and deliver customized onboarding experiences
• Excellent communication and presentation skills, with the ability to convey complex technical information to non-technical audiences
• Strong problem-solving skills and the ability to troubleshoot complex issues
• Ability to work collaboratively with cross-functional teams

Minimum Qualifications

• Bachelor’s Degree in management information systems or equivalent experience in software, IT, or related fields
• Experience in sales enablement or a similar role preferred
• Familiarity with CRM systems and sales enablement tools
• Travel to Norcross, GA for quarterly meetings required

Residency Requirements

Must be located in one of the following states: California, Colorado, Florida, Georgia, Illinois, Kentucky, Massachusetts, Michigan, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Texas, Washington, or Utah.

Together We Inspire Pride 

We want our team members to be proud of the essential work they do, our commitment to the sustainability, and the overall customer experience.  We are a culture that will invest heavily in our people, our company and in state-of-the-art technology to be at the forefront of innovation.

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PCNA is an equal opportunity employer. PCNA provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, or any characteristic applicable under state, federal and local laws.

Fraud Disclaimer:

PCNA is aware of recruitment scams in which individuals are falsely claiming to represent our company and/or our employees. All legitimate communication from PCNA will come from our Applicant Tracking System, LinkedIn Recruiter, or a verified PCNA email address ending in @pcna(.)com. We do NOT conduct interviews via instant messaging platforms like Skype or request sensitive personal information early in the hiring process. If you receive a message that seems suspicious, we recommend verifying its legitimacy and immediately reporting any fraudulent activity.