Solutions Engineer, IT Service Management SaaS Solutions

Job Description

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Executive Alliance is pleased to represent our client who are a fast growth IT service management solutions provider with over 4,000 global customers where their platform is used daily by over 100,000 system administrators, impacting the daily working lives of over 9 million end users.

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They are seeking a proactive, relationship-driven Solutions Engineer to guide custom solutions delivery of the company's IT service management solutions while also owning a strategic portfolio of customers yourself. This role blends leadership, operational excellence, and hands-on customer engagement.

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NOTE:

This is a remote role where the candidate MUST RESIDE in the State of Arizona and be able to be in the field visiting customers up to 25%.

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Applicants not residing in Arizona will not be accepted. NO C2Cs, AGENCIES OR OFFSHORE APPLICANTS PLEASE.

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As a Solutions Engineer, you will be instrumental in driving success for our largest accounts. You will work closely with the commercial sales teams and directly with commercial clients to ensure their technical requirements are met, assist with proof-of-concept (POCs), and provide ongoing support that enhances the overall customer experience. This role requires a mix of technical expertise, strategic thinking, business acumen, and a customer-centric mindset.

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Key Responsibilities:

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• Support High-Value Accounts: Collaborate closely with Account Executives to support key prospects. Contribute to account plans as a dedicated resource for technical support and growth opportunities.

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• Requirements Gathering: Work with customer stakeholders to collect and analyze detailed technical and business requirements, understanding both the technical and strategic goals of the customer to guide the solution process effectively.

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• Technical Demos & POCs: Prepare and present custom demo environments tailored to the unique needs of each customer. Conducted POCs, managed demo calls, and ensured a seamless experience that aligned with customers' goals.

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• Advanced Technical Assistance: Address complex technical questions and provide advanced troubleshooting and problem-solving assistance, demonstrating a deep understanding of our AI ITSM SaaS platform.

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• Product Presentations: Lead product demos for existing clients, clearly articulating our solution’s value proposition and handling detailed technical inquiries confidently.

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• Creative Solutions Development: Develop creative custom solutions in response to unique customer requirements, collaborating with internal teams as needed.

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• On-site Engagements: Travel to customer locations as required to strengthen relationships, provide hands-on support, and identify additional partnership opportunities.

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• Customer Advocacy: Act as a bridge between customers and our product team, advocating for feature enhancements based on customer feedback and industry trends.

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• Product Feedback & Improvement: Capture and communicate customer feedback to the Product team, identifying opportunities for product enhancements and reporting on recurring technical pain points. Collaborate with the Product team to support new feature testing and validation with customers.

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Requirements

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• Experience: 3-5 years in a customer-facing technical role such as Sales Engineering, Solutions Engineering, or similar, with SaaS or ITSM experience preferred.

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• Technical Skills: Proven experience with SaaS platforms and cloud technology. Background in AI, ITSM, or similar domains is a plus.

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• Business Acumen: Strong understanding of business drivers and ability to align technical solutions with strategic objectives, ensuring a comprehensive understanding of customer needs.

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• Customer-Focused Mindset: Passion for delivering exceptional customer experiences and an ability to engage confidently with C-level and technical stakeholders.

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• Problem Solving: Strong troubleshooting skills, with the ability to think creatively to devise custom solutions.

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• Communication: Excellent written and verbal communication skills, with the ability to present complex technical information. Strong storytelling skills.

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• Willingness to Travel: Must be comfortable with up to 25% travel to meet clients onsite.