Manager - Customer Success - SaaS

US based Marketing Automation Platform Solutions company is looking for Customer Success Manager/ Solutions Engineer. The candidate will play pivotal role in Implementation and User Adoption of Marketing Automation Solution.

Job Summary :

- As a Presales and Solutions Engineer at you will bridge the gap between technical solutions and customer requirements. You will collaborate with customers to understand their needs, design innovative solutions, provide technical consultation, and effectively demonstrate our product to drive successful sales. Your role will also involve continuous product improvement based on customer feedback and market trends.

Job Responsibilities :

- Understanding Customer Needs : Collaborate with customers to understand their business objectives, challenges, and requirements for software solutions.

- Solution Design : Utilize your expertise in wireframing tools (e.g., Sketch, Adobe XD, Figma, Balsamiq) to create visual representations of software solutions that address customer needs and align with the capabilities of our product.

- Technical Consultation : Provide technical guidance and consultation to customers, helping them understand how the product can solve their challenges and improve their operations.

- Demonstrations and Presentations : Conduct product demonstrations and presentations for customers, showcasing the features and benefits of the solution, with a focus on the wireframe designs.

- Collaboration with Development Teams : Work closely with development teams to translate wireframes into functional software solutions, ensuring alignment with customer requirements and design specifications.

- Requirements Gathering : Gather and analyze customer requirements, translating them into actionable tasks for the development team.

- Feedback Collection : Collect feedback from customers on wireframes and prototype designs, iterating based on their input to ensure alignment with their needs.

- Technical Support & Guidance : Own technical implementation design and provide ongoing technical support to customers, helping customers understand how our product can solve their challenges and offer strategic advice on the integration and implementation of our solutions.

Requirements & Skills :

- Bachelor's degree in Computer Science, Engineering, or related field.

- 6-8 years of proven experience as a Solution Engineer or similar role, in a SaaS-based product company (preferably CDP, Marketing Automation, Digital Experience or Data Management Platforms).

- Wireframing Tools : Proficiency in wireframing tools such as Sketch, Adobe XD, Figma, or Balsamiq to create visual representations of software solutions.

- Technical Aptitude : Strong understanding of SaaS-based architectures, APIs, and integration possibilities.

- Problem-Solving : Ability to analyze complex business challenges and devise innovative solutions using SaaS products.

- Communication : Excellent verbal and written communication skills to articulate technical concepts to both technical and non-technical stakeholders.

- Collaboration : Effective collaboration skills to work with cross-functional teams including sales, marketing, product management, and development.

- Customer Focus : Dedication to understanding and meeting customer needs, with a focus on delivering value through software solutions.

- Adaptability : Ability to adapt to changing priorities and requirements in a fast-paced environment.

- Independent : Ability to work without significant oversight, solve problems

Typical Activities :

- Conducting discovery sessions with customers to understand their requirements.

- Creating wireframes and prototypes based on customer needs and product capabilities.

- Collaborating with sales teams to present solutions to potential customers.

- Working with development teams to translate wireframes into functional software features.

- Providing ongoing support and guidance to customers throughout the implementation process.

- Iterating on wireframes based on feedback from customers and internal stakeholders.

- Keeping up-to-date with industry trends and best practices in wireframing and solution engineering.