Remote Solution Architect- Customer Success

Summary

Join our team as a Solution Architect- Customer Success to provide subject matter expertise to the Customer Success Management team on all Grace Hill products, working cross-functionally with various departments to deliver customer-focused services that ensure retention and maximize client value.

Requirements

• 4-5 years of multi-family experience preferred
• Bachelor’s Degree or equivalent combination of experience and education
• Demonstrated data analytics experience
• Direct, hands-on technical experience in a customer-facing role is a must
• Strong written and verbal communication skills
• Strong problem-solving and analytical skills
• Experience managing several projects simultaneously under tight deadlines
• Demonstrated attention to detail and follow-up capabilities
• Ability to diagnose client needs and build relationships through a value-based approach
• Ability to uncover business requirements, analyze and understand customer systems and problems, and deliver solutions to clients

Responsibilities

• Assist customers in product optimization and utilization to ensure their needs are met effectively
• Act as a voice of the customer by creating technical documentation to provide to the product team
• Provide technical demonstrations, product proof of concepts, and value propositions to customers for each Grace Hill product
• Collaborate closely with clients to grasp their business objectives, challenges, and technical requirements
• Act as a trusted advisor to clients and CSMs, providing technical guidance on the implementation and integration of Grace Hill's solutions
• Offer expertise in SaaS architecture and best practices to optimize client processes
• Using utilization data, work proactively with customer success managers and clients to drive maximum utilization of Grace Hill's solutions, ensuring they derive full value from the technology
• Provide guidance on best practices and innovative ways to leverage features to meet evolving business needs
• Work closely with the product development team to communicate client feedback and contribute to the enhancement of Grace Hill's solutions
• Collaborate with the customer success teams to ensure a cohesive and seamless client experience
• Provide technical expertise and guidance to clients during onboarding and throughout customer journey
• Collaborate with clients and CSMs to understand growth plans and business strategies
• Provide insights and recommendations on how Grace Hill's solutions can support and scale with their expanding needs