Solutions Architect

About the Role

As a trusted consultant on Gainsight's Professional Services team, the successful candidate will play a key role in preparing new and existing customers for the implementation of the Gainsight platform. This involves setting them on a journey for success and scalability with the Gainsight product, ensuring that their needs are met and that they can fully leverage the platform's capabilities.

The role is based out of Gainsight's Japan, Tokyo location and will require occasional travel for team meetings, training, or company events. The position is a hybrid role, allowing for flexibility and work-life balance.

What You Will Do

• Work independently or as part of a team to prepare new and existing customers to implement the Gainsight platform and set them on a journey for success and scalability with the Gainsight product.
• Conduct requirement gathering sessions to interpret and deeply understand business requirements while documenting those details in a thorough and interpretable fashion.
• Proactively identify and escalate potential issues/risks and partner with both internal & external stakeholders for mitigation/resolution.
• Partake in solutioning and document the solution.
• Understand Data Architecture, perform Data Discoveries, and re-architecture the instance if necessary.
• Ensure scalability of solutions and reduce customer technical debt.
• Establish rapport and positive relationships with clients and stakeholders, managing expectations throughout the demand lifecycle.
• Participate in establishing best practices, templates, policies, tools, and partnerships to expand and mature the capabilities of the team and customers.
• Forecast, track, and report project hours and achieve utilization targets.
• Collaborate with cross-functional teams to drive customer success and identify areas for improvement.

What We Are Looking For

• Hands-on experience of 3-4 years in recent Professional Services/Enterprise product implementation or related experience is required, with SaaS experience preferred.
• Solid technical skills and aptitude, including knowledge of CRM, cloud-based databases, data integration processes, Salesforce.com, and various SaaS platforms.
• Skill set to understand and document business requirements as well as provide prescriptive recommendations by actively listening and asking probing questions.
• In-depth knowledge and experience with successfully managing enterprise software application implementations using waterfall and agile methodologies.
• Experience leading initiatives with cross-functional teams on a number of concurrent engagements.
• Executive presence and confidence in communicating with technical, business, and VP & C-level stakeholders.
• Ability to create structure in ambiguous situations.

Nice to Have

• Experience with data architecture design, API integrations, and hands-on solutioning in close collaboration with product and engineering teams.
• Knowledge of best practices in customer success and experience with tools and platforms that support customer success initiatives.
• Certification in Salesforce or other relevant technologies.

Benefits and Perks

• Opportunity to work with a pioneering company in AI-driven customer success.
• Collaborative and dynamic work environment with a team of experienced professionals.
• Flexible work arrangements, including remote work options.
• Professional development opportunities, including training and education support.
• Competitive compensation package, with potential for career growth and advancement.
• Access to the latest technologies and tools in the industry.
• Recognition and reward for outstanding performance and contributions to the company's success.

• Ensure you have a deep understanding of Salesforce and SaaS platforms, as well as experience with data architecture and stakeholder management.
• Develop a strong portfolio that showcases your ability to drive customer success and implement scalable solutions.
• Be prepared to discuss your experience with cross-functional teams and how you handle ambiguous situations.
• Highlight your technical skills, including knowledge of CRM, cloud-based databases, and data integration processes.
• Research Gainsight's innovative approach to customer success and be ready to discuss how you can contribute to the company's mission.
• Practice your communication skills, as executive presence and confidence in communicating with stakeholders are key to success in this role.
• Be prepared to ask insightful questions during the interview, demonstrating your understanding of the company and the role.