Customer Solutions Engineer

As a Customer Solutions Engineer, you will be responsible for establishing and nurturing extraordinary relationships with customers through demos and assisting with account reviews and discovery sessions. You will be the primary technical point of contact for multiple customers wanting to take their use of Unanet to the next level. You will work alongside our Customer Success Team to understand customer business goals and translate those goals into clearly defined next steps. To do this, you will apply your full breadth of product and industry knowledge to work with customers to optimize their operations with the latest Unanet functionality and integrations.
Our Customer Solutions Engineer will have a unique understanding of solutions that extend beyond the core Unanet platform. This may include Unanet Connect offerings or unique, custom solutions.
As a technical expert, colleagues and customers alike will lean on you for strategic technical advice. Revenue retention and lifetime value are key indicators of success in this role.
What You'll Do

• Understand and articulate the breadth of Unanet's software capabilities to existing customers
• Create and demonstrate solutions to support our customers' complex business needs
• Provide targeted and compelling product demonstrations focused on the business benefits of Unanet's product
• Discuss and demonstrate how Unanet's software addresses potential and existing client requirements and desired outcomes
• Solve complex client problems as they relate to Unanet's solution, both independently and with other team members, including product development, support, and professional services
• Facilitate product training for Customer Success to help broaden the knowledge of our entire team
• Attend industry networking events to connect with customers and represent Unanet in the broader community
• Provide best practices, coaching and training to customers to help them maximize the value of working with Unanet
• Work with utmost professionalism, quick execution and a sense of urgency to uphold our reputation for excellent customer service
• Resolve all product and project-related questions efficiently and effectively

Your First 90 Days
In your first 30 days , you will learn how our Customer Success Team operates and begin building relationships with team members as well as internal, cross-functional stakeholders. You will complete our Customer Success training program and be able to speak to the value Unanet's product brings to its customers. Much of your time will be spent shadowing customer calls with a Senior Customer Solutions Engineer. Product knowledge will be assessed within your first 30 days to identify needs for additional training on the product.
Within your first 60 days , you will begin handling customer requests with the supervision of a Senior Customer Solutions Engineer. The goal of the 60 day transition is to equip you with the confidence to handle customer calls unassisted at the end of your first 90 days. Additionally, you will continue to fill in any product gaps with continued product training. Product demonstrations are a key component to your role. 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 with customers that not only drive upsells and adoption, but will 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 with less guidance from senior team members. Product demonstrations should be led by you in this time, with a senior team member shadowing you at first and then transitioning to solo demos by the end of your 90-day onboarding.
Who You Are

• 3+ years of experience in a customer-facing role, ideally with pre-sales exposure
• Experience implementing software or managing projects in a highly technical environment
• Experience in selling, implementing, supporting or using project management and ERP/accounting solutions
• Understanding of government contracting (GovCon) and/or Architecture, Engineering & Construction (AEC) industries
• Proficiency in Microsoft Office products
• Understanding of basic accounting principles
• Positive, polished and professional communicator, skilled in collaborating with internal colleagues and all levels of a customer organization from system administrators to CEOs as well as fellow networkers at industry events

Your Differentiators

• Unanet or other project-based ERP experience preferred
• 2+ years of experience with API, data warehousing, and other integrations preferred
• Rudimentary knowledge of coding and/or databases a plus
• Consulting experience software implementations preferred
• Experience with PowerBI/Tableau, Salesforce.com, ChurnZero, Gainsight, and other CRM/Customer Success platforms

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 $70,000 - $85,000 per year. You will be eligible for 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.