Solutions Engineer | REMOTE (UK)

2+ years of experience in a customer-facing technical role (Technical Support, IT, Junior Implementation, or similar) supporting SaaS implementations. Passion for helping customers succeed and learning about SaaS customer success models. Experience achieving implementation milestones (e.g., Time to First Value). Analytical mindset and ability to learn new software. Comfortable with configuration management, data mapping, and migration. Genuine interest in AI advancements and leveraging AI tools. Natural problem-solver with exceptional attention to detail. Organised with experience supporting technical projects and reporting on progress. Clear and professional communication skills (verbal, video, written). Comfortable in customer-facing interactions and documenting business processes. Eager to build a career in customer value and learn from senior team members. Experience with Vendor Management or Contract Lifecycle Management (CLM) platforms is a plus.

Act as the key technical point of contact for a portfolio of customers. Own the full customer journey from implementation to long-term success. Manage day-to-day technical actions including configurations and data updates. Translate customer business processes into efficient Gatekeeper workflows. Provide first-line technical support and troubleshoot issues. Build deep relationships to understand customer business processes and goals. Monitor customer health and usage, identifying optimisation opportunities. Track key success metrics like Time to First Value. Document customer configurations and interactions. Identify and surface expansion opportunities. Support the renewal process by demonstrating long-term value. Stay updated on new product releases and AI advancements.