Customer Solutions Architect

*This is a remote role*

Summary

The Customer Solutions Architect is a pre and post-sales position dedicated to driving and supporting the complex implementation process for our enterprise clients. In this role, the Customer Solutions Architect will serve as a consultative expert who will optimize solution design, provide architectural guidance, lead product demonstrations, advocate for both product and client, craft implementation plans, and thoughtfully utilize technical product knowledge to champion a positive implementation experience. A successful Solutions Architect will serve as a deep product expert, efficiently implement solutions using best practice advisory, generate documentation creation at a high volume, provide hands-on support during pre-sales deals, optimize product release planning, and demonstrate proficiency in creating streamlined implementation and solution plans.

You will

• Be responsible for deeply understanding customer objectives, needs, and pain points.
• Serve as a technical subject matter expert on pre-sales and post-sales calls with clients and internal stakeholders
• Assist in pre-sales demo preparation (including custom demos)
• Direct and manages the implementation of multiple complex, cross-functional project deliveries, from start to project completion.
• Serve as Voice of Customer (VoC) in internal settings with product teams during development cycles
• Drive project scoping with customers and internal stakeholders to cement requirements and develop realistic and detailed project plans.
• Deep dive into various client platforms as necessary to troubleshoot issues and provide guidance to clients. Will work as a trusted advisor to the client on various technical areas and trends.
• Oversee and track project plan progress in action items, decisions, risks, and deliverables and regularly communicate project status to internal and external stakeholders, including risk mitigation plans.
• Collaborate with the Sales and Strategic Account Management team to build custom implementation plans for each customer.
• Maintain strong customer relationships throughout projects; manage client expectations concerning project timelines, risks, and deliverables; engage customers post-implementation to learn of improvement opportunities.
• Identify opportunities to improve performance, stability, capacity, security, and resilience of the applications, architecture, databases, processes, and infrastructure and identify associated risk & cost.
• Assist in updating/creating implementation and training documentation for new and existing products.
• Document and refine all quality processes.
• Attend, participate in, and support project meetings alongside the account manager - independently or in conjunction with the Director of Technical Architecture.
• Achieve pre-defined KPIs during each customer implementation.
• Onboard and trains new customers according to their needs and objectives.
• Provide customer feedback to the Product team for functionality enhancements.
• Work to reduce the overall implementation timeline for each product.

You have

• Digital health/health tech/healthcare experience
• Demonstrated success in delivering complex enterprise-level implementation projects on time.
• Experience with Communicating technical information/translating business requirements into technical plans and translating technical terms into business requirements and actions.
• Experience with developing high-quality data mapping documents, adept at writing mapping documents, data transformation rules, and maintaining data dictionaries.
• Experience working within a software as a service (SaaS) company
• Experience working within a high-growth and/or ambiguous environment, with proven experience to be dynamic.
• Experience using project management tools to manage multiple projects across clients
• Bachelor’s degree in Business Administration, or related technical field, or equivalent work experience

Bonus Points

• Bachelor's degree in a technical field such as Computer Science
• EHR Integrations experience
• ClickUp Experience
• Agile project management experience
• Project Management certification (PMP)

Core Competencies

• Prioritization: Manages time and resources and discerns what is crucial for success while keeping a rapid pace without sacrificing accuracy.
• Collaboration: Demonstrates a work style that helps empower teamwork and genuinely encourages others while cultivating mutual trust and respect.
• Organizational Awareness: Demonstrates business acumen, knows how to read the room, and understands the factors that impact our environment.
• Problem-Solving: Resolves complicated challenges and proactively uncovers underlying causes to mitigate continued issues.
• Reflective/Introspective: Shows a mindful consciousness of strengths and weaknesses and is keenly aware of self-image, self-esteem, and the ideal self.
• Proactivity: Recognizes situations that warrant initiative and moves forward with high standards of performance, energy, and enthusiasm.
• Ability to Influence: Inspires others to pursue and achieve goals, promotes the shared vision and values and uses those principles to guide actions.
• Effective Decision Making: Makes timely, informed decisions that take into account facts, goals, constraints, and risks and comfortably navigates ambiguity.
• Learning Agility: Displays ongoing commitment to learning and development with the desire to acquire new knowledge and skills and is naturally curious.
• Technical Savvy: Demonstrates the skills and intuitive knowledge to operate modern devices and innovative software and programs effectively.

Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. Loyal reserves the right to make changes and/or assign additional responsibilities of a role within reason at any time with or without notice.

Physical Demands

This job is operated in a professional remote or in-office environment. This job uses standard office equipment, such as computers and phones. This job is largely a sedentary role; however, the employee has the flexibility to move as needed. Constantly operates a computer, phone, keyboard, mouse, and other office productivity machinery. The employee frequently communicates with internal and/or external customers and co-workers. Must be able to exchange accurate information. Must be able to recognize objects from short and long distances.

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