Solutions Engineer | REMOTE (Ontario)

Key Responsibilities

• Partner with the Senior Solutions Engineer and Account Director to manage a portfolio of established customers, acting as their key technical point of contact.
• Take ownership of the full customer journey, guiding them from implementation to long-term success and ensuring phased implementation metrics are met and adopted.
• Manage day-to-day technical actions, including configuration requests, workflow configuration updates, user permissions, and data updates.
• Help customers translate their business processes into efficient Gatekeeper workflows.
• Act as the first line of technical support for your customer portfolio, troubleshooting issues and collaborating with the wider Gatekeeper team to ensure fast, effective resolutions.
• Build deep relationships with your portfolio to understand their business processes, strategic goals, and usage requirements.
• Be the voice of your customer, championing their needs and suggesting Gatekeeper functionality enhancements.
• Proactively monitor customer health and usage, identifying opportunities for optimisation from product releases and raising any engagement or usage risks to the Senior Solutions Engineer.
• Track key success metrics such as Time to First Value for your customers inline with the phased implementation approach.
• Meticulously document customer configurations and key interactions to ensure transparency across Gatekeeper colleagues.
• Identify and surface expansion opportunities based on deep customer knowledge and pass them to the relevant Account Director.
• Support the renewal process by preparing data for strategic business reviews, demonstrating long-term value, and highlighting key platform engagement.
• Stay curious and up to date with new product releases, best practices and AI advancements.