Solutions Architect - Customer Success

About Us At Glance, we believe that personal connection makes a world of difference. That's why our mission is to power seamless human connections during those life moments that matter. By joining the team at Glance, you'll help deliver Guided CX solutions that are human-centric and laser focused on delivering frictionless, personal experiences in our digital world. We work with large Fortune 500 enterprises who depend on Glance Guided CX to power millions of daily customer interactions on their websites, portals, and mobile applications. If you're looking for a dynamic, innovative, and creative organization with a product suite that is at the cutting edge of CX, we might be the right fit. Solutions Architect You will work closely with our clients' technical teams to ensure the technical aspects of the relationship with Glance are going smoothly. You'll be an internal advocate for our clients and interact with product and engineering to provide guidance on product and strategy decisions that impact the clients' use of our products. What You'll Do Be the primary technical resource for ensuring Glance customers technical success and expansion Interface with client technical teams to: Gather and assess specifications and requirements Provide assistance in the development of client relationships Address clients' questions in a comprehensive manner to ensure customer satisfaction Deliver product demonstrations to clients Instrument client websites and backend systems with Glance technology Work with product development to ensure ease of deployment and provide client feedback Manage client technical escalations through the Glance process What You'll Need College degree or equivalent professional experience preferred in a Solutions Architecture, Sales Engineering, or Technical client-facing role within enterprise software environments Must have demonstrable knowledge of the following: Web technologies (HTML, CSS, JavaScript, DOM, browser developer tools, etc.) How the Internet works (TCP, DNS, proxies, firewalls, CDNs, etc.) Familiarity with cloud hosting architecture (AWS AZs, load balancing, DR, etc.) Experience with administrative setup (installing and configuring packages) Experience building and deploying native mobile applications - iOS and Android- Experience with development frameworks - Angular, React and Flutter Be comfortable speaking "web", i.e., HTML, CSS, DOM, Javascript, CDNs, CORS, domains, proxies, firewalls, certs, AWS, etc. Must be able to present both technical and non-technical topics to individuals at all levels of an organization Experience within the Call Center or CRM industry is a plus Security and privacy compliance (ISO 27001, PCI, HIPAA, etc.) experience a plus Must have a demonstrated track record of technical competence and customer satisfaction Comfortable serving as the technical representative of Glance to personnel at all levels of the customer organization, from developers to executive sponsors Must have exceptionally strong technical troubleshooting and problem-solving skills Ability to juggle multiple simultaneous projects of moderate to high levels of complexity Great team player and collaborator Must have the flexibility to travel occasionally Work Location Glance works primarily remotely. For local team members, we have opportunities to visit our office in Wakefield, MA for collaboration and meetings. We are open to candidates in the west coast to cover time zone differences within our customer base. Benefits & Culture Learn more about working at Glance here. At Glance, we take culture seriously. Each of us strives to deliver results that delight our customers. We're a transparent organization that places a high value on trust, and positive intent. We value and seek diversity and embrace work/life balance for our team. We offer our team an excellent insurance package, 401k plan, and time-off benefits.

Created: 2024-11-12