Senior Solutions Architect

Summary

Join Productboard's Professional Services team as a Senior Solutions Architect, playing a pivotal role in onboarding and enabling new customers. You will be responsible for ensuring customer success by validating their needs, defining onboarding plans, and executing those plans to achieve initial value and long-term success. This role requires strong project and product management skills, technical acumen, and experience with SaaS implementations for enterprise customers. You will coach customers, create detailed onboarding plans, and collaborate with cross-functional teams. The ideal candidate will possess strong communication skills, be highly motivated, and thrive in a fast-paced environment. This position offers competitive compensation, benefits, and professional development opportunities.

Requirements

• 2+ years of experience in product management
• 5+ years in a customer implementation or onboarding and training role; including managing complex SaaS implementations for Enterprise customers
• A strong technical acumen and familiarity working with Jira, REST API, JSON, SAML SSO, Azure DevOps
• Demonstrated skills in project management and managing customer relationships for a managed services and / or SaaS organization
• Strong oral and written communication skills with the ability to conduct presentations to a large group
• Highly motivated, team oriented, with experience working in fast-paced start-up environments
• Highly detailed, organized with exceptional follow through

Responsibilities

• You will coach, onboard and launch customers in the onboarding phase of their Productboard journey
• Following the work of the Account Executive, you will work closely with the customer to validate, and where needed, further uncover the customer’s current and desired state alongside establishing key success criteria for their use of Productboard
• You will create and communicate a detailed onboarding and enablement plan with clear success milestones to drive toward attainment of first value for the customer
• You will execute the onboarding, including project planning and training to ensure the customer is successfully utilizing Productboard, ensuring they’re ready for their next stage with a customer success manager
• Using your strong matrix management skills you will ensure we’re identifying and involving the right customer stakeholders needed for Productboard success
• You will develop an extensive working knowledge of Productboard products, services, and best practices. Be the trusted partner for customers on use-case and product functionality
• Advocate for the customer; Provide updates to internal cross-functional partners (Product Management, Product Development, Sales) on customer perspectives, risks, strategic insights, issue resolution activities, executive briefings, and requests
• Possess a strong understanding of Productboard's product roadmap as well as industry trends and best practices; be able to articulate how both align with the customers’ strategies and desired business outcomes
• Collaborate with the Customer Success team to unblock risky accounts and support renewals

Preferred Qualifications

Experience with salesforce.com and/or customer management analytics software

Benefits

• Competitive compensation, stock options, company 401k
• A budget for your professional development and ongoing learning
• Flexible PTO and 9 paid sick days
• Life insurance and disability coverage
• Carrot Fertility Benefits
• 1 Volunteer Day per year for you to help causes close to your heart
• 8 weeks of Paternity leave and 12 weeks of Maternity leave
• Mental Wellness Program to support your well-being and self-care
• Company contribution to gym and wellness memberships
• Commuter benefits ($100 per month)
• Company contribution and access to best-in-class health benefits and your own Soulmio membership
• Hone – Live, interactive learning programs for managers, leaders, and teams