Solutions Architect

Summary

Join Sona, a rapidly growing AI-native frontline workforce management platform, as their first US-based Customer Success Manager. This highly influential role will focus on ensuring the successful launch of Sona's US Alpha Customers. You will work closely with the leadership team, sales, and product teams to provide technical and product consultation, advocate for customer needs, and ensure a smooth implementation process. The position requires extensive experience with US labor solutions and scheduling products. You will play a key role in shaping Sona's US business unit and contributing to the company's growth. This is a unique opportunity to make a significant impact on a dynamic and innovative company.

Requirements

• Experience with Workforce Management solutions specifically scheduling/rostering/labor products and their use to drive business efficiency
• Ability to quickly interpret and validate customer requirements and design suitable solutions, using own and shared experience alongside discipline and industry best practice
• Experience and use of industry-standard project methods, tools, and techniques
• Presentation, solution demonstration, training and meeting facilitation skills
• Hands-on configuration-focused technical consulting
• Ability to work independently and deliver to project timelines
• High emotional intelligence and ability to communicate with stakeholders at all levels and across industries
• Focused, with a high attention to detail
• Personally driven to deliver to standards of excellence
• You're up for lots of travel to UK/Europe to connect with the product team and across the US to meet with prospects and customers in person

Responsibilities

• Use your deep knowledge of US labor best practice and Sona product capabilities to be the trusted consultant for our customers, designing a solution that achieves their desired outcomes
• Throughout the consultative sales and implementation journey, be responsible for defining, documenting and delivering configurations of Sona’s solutions, integrations and professional services to meet the needs of the customer
• Partner directly with the Sona Product team to ensure that new product requirements are captured, documented and understood
• Working with the Sales and Project Management teams to fully detail implementation scope and ensure that all parties are crystal clear on both what is in and what is out of scope
• Fully in ‘day to day execution’ mode working alongside Sona’s US Leadership team with ‘sleeves rolled up’ to deliver our Alpha Customer program. This will require you to be both an SME and demonstrate Project and Stakeholder Management skills
• Partner with the Project Managers, Product Managers, and technical specialists at each implementation phase to provide product-level expertise to internal and external stakeholders
• Work in tandem with Sona’s Labor Compliance experts to ensure Customers are configured utilizing the most appropriate compliance rules for their locations
• Supports and advocates strong customer led UAT
• Enables Sona’s customers to effectively train their frontline on the Sona solution via a product-led Train the trainer programme
• Be a trusted advisor sharing advice, expertise and industry best practices with customers to maximise the value of their partnership with Sona and their adoption of our solutions
• Deliver an all round great customer experience through providing day-to-day support for the first Alpha customers during and after implementation
• Support Sona’s Product team and influence the roadmap, based on your experience of the US Labor market to ensure the highest value items are prioritized
• Work across teams to drive a better understanding of the region, our customers and their use cases for Sona’s solutions as these evolve
• There is no ‘It’s not my job’ - this is antithetical to Sona’s values and in this role specifically, where the team is smaller, you really will have to be up to support with or delve into almost anything
• Work across teams to ensure that our technical and solutions documents are up to date as the product evolves. This includes Statement of Works, Solution Design Documents, Solution Design Overviews, Training programmes
• Ensure that the team stays up to date with industry insights, changes to product market / vertical fit and competitor analysis

Benefits

• Base salary of $200,000 - $225,000 plus bonus
• Remote US (East Coast or Central timezone to maximise overlap with UK/Europe)
• Share options
• 401k contributions, employer match up to 2%
• Comprehensive health insurance available from day one (UnitedHealthcare)
• Enhanced parental leave & pay
• Co-working space stipend
• Bi-annual all expenses paid team retreats
• The latest Macbook and equipment budget for your home office
• Professional development budget
• Unlimited free books