United States onlyAs a Senior Customer Solutions Engineer, you will assist customers in maximizing adoption, upsell and expansion of Unanet’s products through establishing and nurturing extraordinary relationships with our customers and internal teams. You will be the primary point of contact for technical guidance that drives the best solutions from our AE ERP customers and support the Customer Success Managers with sales enablement needs. This often means coordinating with departments within the Unanet organization and understanding a customer’s business needs and leadership, Unanet configurations, satisfaction levels, and system requirements.
We look for Customer Success professionals who are self-motivated, flexible, and tech savvy. You should possess product expertise, have experience in identifying needs, and delivering value and unique solutions to complex issues.
What You’ll Do
- Serve as the subject matter expert for the AE ERP product, providing advanced technical guidance and strategic insights to the Customer Succes team and Unanet’s customer
- Partner with CSMs to help deliver optimized business outcomes for Unanet's premier customers
- Collaborate with Customer Success leadership to capture current processes and improve the overall customer journey
- Design and recommend innovative alternatives using Unanet's flexible options and capabilities
- Identify industry standards and business drivers that apply to the customer's current environment or future vision
- Deploy efficiency improvements, optimized processes and reporting capabilities through direct customer collaboration
- Understand and articulate the breadth of Unanet’s software capabilities to prospective and existing customers
- Create and demonstrate Unanet AE ERP solutions to support the customers’ complex business needs
- Provide targeted and compelling product demonstrations focused on the business benefits of the Unanet Product
- Attend and lead industry events to strength customer relationships, represent Unanet in the community, and stay informed on industry trends and best practices
- Help CSMs close upsell, additional product and cloud conversion deals
- Provide best practices, coaching, and training to customers and internal employees alike, ensuring they maximize the value of our solutions
- Act as a senior escalation point for customer challenges, working with leadership to resolve issues with urgency and professionalism
- Assist internal team members with the creation of detailed statements of work and service estimates by collaborating with professional services
- Help to create and maintain relevant documents and FAQs in Confluence
- Attend industry networking events to connect with customers and represent Unanet in the community
- Provide best practices, coaching and training to customers to help them maximize value of working with Unanet
- Work with extreme professionalism, quick execution and a sense of urgency to uphold our reputation for excellent customer service
- Plan and prioritize work to meet deadlines and goals
Your First 90 Days
In your first 30 days, you will learn how our Customer Success team operates and build relationships with team members as well as other internal, cross-functional stakeholders. You will complete our Customer Success training program and be equipped to speak to the value the Unanet product brings to its customers. Much of your time will be spent shadowing customer calls with Customer Success Managers. Product knowledge will be assessed within the first 30 days to identify needs for additional training on the product.
Within your first 60 days, you will begin to handle customer requests and calls. The goal of the 60-day transition is to provide you the confidence to handle customer calls unassisted at the end of your 90-day phase. Additionally, you will be continuing to fill in any product gaps with continued product training, including AE ERP Certification courses. Product demonstrations are a key component to your role, and in this 60-day period we will identify the initial product demonstrations for you to begin memorizing and rehearsing. You will also begin understanding how to scope levels of effort and write scopes of work for proposals.
Within your first 90 days, you will become comfortable running your own calls and also assist customers with any issues they might have. The goal of the 90-day period will be for you to gain self-sufficiency on calls. Product demonstrations should be led by you in this time, with senior team members shadowing you at first and then transitioning to solo demos by the end of the 90-day timeframe.
Who You Are
- 5+ years of experience with AE ERP software – minimum as a user, preferred system Admin experience
- Strong verbal communication and presentation skills, with the ability to build credibility and rapport with executives and system users alike
- Proven ability to identify needs, deliver innovative solutions, and drive business outcomes in complex environments
- Quick to learn new technologies, with a strong aptitude for adapting to an evolving technology landscape
- Skilled at working cross-functionally
- Comfortable managing multiple priorities and adapting to changing business needs
- Ability to travel up to 25%
Your Differentiators
- Bachelor’s degree
- Prior experience in the Architecture/Engineering industry
- Experience implementing software or managing projects in a highly technical environment
- Basic understanding of coding or database languages a plus
Our Values
- We are a Team. Employees, customers, and partners working together.
- We are Customer-Focused. Customers are the heart of everything we do.
- We are Driven. Seeking exceptional outcomes.
- We Own our Success. Every employee has a stake in our company.
- We do the right thing and have fun in the process.
The salary range for this opportunity is $85,200 - $100,200 per year. You will be eligible for employee equity as well as discretionary bonus compensation, subject to plans that may be in effect from time to time. You will further be eligible to participate in Unanet's employee benefits plans and programs. For more details on Unanet's benefits offerings, please visit https://unanet.com/employee-benefits.
Unanet is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national origin, age, disability, veteran status or any other consideration made unlawful by applicable federal, state or local laws.
