Solution Architect – Technical Account Manager

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September 18

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Gainsight

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SaaS • B2B • Artificial Intelligence

Gainsight is a leader in the field of Customer Success Platforms, recognized in the 2024 Gartner® Magic Quadrant. It offers a comprehensive suite of products designed to enhance customer engagement, drive retention, and expand business growth. Gainsight's platform provides real-time, AI-powered insights across customer interactions, enables digital-led strategies for customer success, and enhances user adoption through in-app engagements and product analytics. The company aims to consolidate customer data, align business teams, and create efficient customer communities. With a focus on scaling customer journeys using AI while maintaining human elements, Gainsight serves a wide range of industries through its customer success management solutions.

1001 - 5000 employees

Founded 2013

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

📋 Description

• Serve as a technical strategist to drive adoption and expansion for existing Gainsight clients • Partner with Customer Success Managers to align technical initiatives with client outcomes • Lead discovery and requirement-gathering sessions to understand and document business needs • Design and configure Gainsight solutions based on best practices and client-specific goals • Act as a seamless extension of your customers’ operations team • Deliver enablement sessions to empower Gainsight Admins and key stakeholders • Build strong, trust-based relationships with clients, including technical and executive stakeholders • Proactively identify risks or blockers and collaborate cross-functionally to resolve them • Contribute to internal best practices, templates, and delivery frameworks • Track project hours and maintain target utilization • Work cross-functionally with Customer Success, Product, Engineering and Support teams

🎯 Requirements

• Bachelors Degree (or equivalent experience) and/or 5 years of related experience • 3 to 8 years of experience in Professional Services, Technical Consulting, or Enterprise SaaS implementation • Hands-on experience with CRM platforms (Salesforce.com preferred), databases, and data integration tools • Strong understanding of Customer Success principles and ability to translate business needs into scalable technical solutions • Experience managing multiple customer projects simultaneously (5–10 engagements) • Familiarity with agile and waterfall delivery methodologies • Executive presence and confidence in communicating with both technical and business leaders • Excellent communication, facilitation, and presentation skills • Prior experience with Gainsight CS and/or Customer Success Operations (CS Ops) is highly preferred • Experience in a post-onboarding, ongoing technical account management or customer success role is strongly preferred • Solid technical skills and aptitude (CRM such as Salesforce, MS Dynamics, Hubspot; databases; data integration processes; various SaaS platforms) • Broad experience in data processing and implementing data warehouse/business intelligence applications using various ETL tools

🏖️ Benefits

• private medical, dental, and vision coverage • income protection • life insurance • group pension plan • fertility stipend • access to coworking spaces around the globe • CycleScheme to support healthy commuting • dedicated Recharge Holidays - one long weekend each quarter to relax and reset • mentoring and career development opportunities