Solution Architect, Onboarding (Bay Area)

A Solution Architect will be responsible for designing and implementing effective onboarding strategies that ensure our customers have a seamless and positive experience from the start. This role requires a blend of technical expertise, customer-centric thinking, and a deep understanding of SaaS solutions. The ideal candidate will leverage a value compass to establish clear, achievable goals for customers, guiding them through their journey with the XOPS solutions.

Responsibilities

Customer Onboarding Strategy

• Develop and implement comprehensive onboarding strategies tailored to different customer segments
• Utilize a value compass to establish clear goals for customers, aligning their needs with our solution's capabilities
• Collaborate with the Customer Success team to identify and address onboarding challenges and opportunities
  
  
  

Solution, Design, and Implementation

• Work closely with customers to understand their business needs, technical requirements, and success criteria
• Design and architect onboarding solutions that align with customers' goals and our product capabilities
• Lead the implementation of onboarding solutions, ensuring timely and successful deployment
  
  
  

Customer Engagement and Support

• Serve as the primary technical point of contact for customers during the onboarding phase
• Conduct onboarding sessions, including product demonstrations, technical workshops, and training
• Provide top notch support to customers in collaboration with the Technical Support team throughout their onboarding process
• Provide continuing guidance to customers to ensure a smooth transition to our platform and ensure they are using the product as intended and solutioned
  
  
  

Cross-Functional Collaboration

• Collaborate with Product, Engineering, Sales, Customer Success, and Technical Support teams to ensure alignment and integration of onboarding solutions
• Gather and relay customer feedback to inform product development and enhancements
• Partner with Sales to support pre-sales activities and ensure a seamless handover to the onboarding team
  
  
  

Documentation and Training

• Develop and maintain comprehensive onboarding documentation, including guides, tutorials, and best practices
• Create training materials and deliver training sessions to internal teams and customers
• Continuously improve onboarding materials based on customer feedback and industry best practices
  
  
  

Metrics and Continuous Improvement

• Define and track key performance indicators (KPIs) for the onboarding process
• Analyze onboarding data to identify trends, insights, and areas for improvement
• Implement process improvements to enhance the efficiency and effectiveness of the onboarding experience
  
  
  

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field; advanced degree preferred
• 5 years experience in a customer success, solutions architecture, or technical consulting role is highly desirable
• Proven experience in a technical role within a SaaS or technology company, with a focus on customer onboarding or solution architecture
• Strong understanding of SaaS solutions, cloud technologies, and software implementation processes
• Proficiency in designing and implementing technical solutions that meet customer requirements
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Customer-focused mindset with a passion for delivering exceptional experiences and driving customer success
• Experience with using a value compass to establish and communicate clear, measurable goals for customers
• Proven ability to quickly grasp new concepts, adapt to changing priorities, and efficiently manage tasks in a dynamic workplace