Solutions Engineer I
Stord
SQL
Solutions Architect
Element451
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- This isn't your typical solutions or support role. As a Solutions Architect at Element451, you are the trusted, strategic advisor to our customers. You are the bridge between their ambitious goals and the transformative power of our AI platform. You’ll do more than just solve problems; you'll anticipate them, using AI-driven insights to guide our partners toward greater feature adoption, platform optimization, and incredible retention.
- This hybrid role blends high-touch consulting, masterful implementation, and structured, SLA-driven support. You will be the central force ensuring our customers experience predictability, accountability, and proactive partnership, making you indispensable to their long-term stability and growth.
- You will lead managed onboarding for key customer expansions and upsells, ensuring every new feature is implemented flawlessly and aligned with platform best practices. You'll partner with Account Managers to conduct post-onboarding health checks, guaranteeing early wins and long-term success.
- As the named Solutions Architect for our Dedicated and Premium support tiers, you will be the face of Element451 for our most strategic partners.
- Champion predictability and trust by governing SLAs (response times, resolution targets) across all support tiers.
- Proactively conduct platform health checks, lead workflow optimization sessions, and deliver data-backed adoption "nudges" to keep customers on the cutting edge.
- You will build deep, consultative relationships by providing tailored guidance that evolves with customer needs.
- Deliver advanced workflow optimization and troubleshooting, with increasing strategic depth for higher support tiers.
- Generate and present compelling insights reports and proactive alerts, turning data into actionable strategy for Dedicated and Premium customers.
- Responding within two hours, architecting same or next-day solutions, and crafting custom documentation and strategic playbooks for Premium partners.
- Leverage our platform's AI insights and automation to provide strategic recommendations that dramatically improve adoption, operational efficiency, and student engagement.
Requirements
- 5+ years of dynamic experience in a role blending technical and strategic responsibilities, ideally within higher education, marketing/communications, SaaS, or consulting.
- A proven track record of balancing structured, SLA-governed support with high-touch strategic consultation. You don't just answer questions; you understand the "why" behind them.
- The ability to build unshakable trust and rapport with a wide range of stakeholders, from hands-on technical users to C-level executives. You can translate complex concepts into clear, actionable advice.
- Strong critical thinking and problem-solving abilities, with a specific talent for applying AI concepts to solve real-world challenges within CRM and higher education workflows.
- Deep familiarity with CRM systems and the intricacies of higher education processes (admissions, enrollment, student success). You are genuinely passionate about harnessing technology and AI to improve educational outcomes.
- Direct experience with the Element451 platform is highly preferred.
Benefits
- Remote-first culture
- Home office allowance to get your space setup
- 20 Days PTO
- 10 Company Holidays + Christmas break
- 4% 401(k) Match
- Competitive Medical, Dental & Vision offerings
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
AI-driven insightsworkflow optimizationtroubleshootingSLA governancedata analysisCRM systemscustom documentationstrategic playbooksfeature adoptionplatform optimization
Soft skills
strategic consultationrelationship buildingcritical thinkingproblem-solvingcommunicationtrust buildingstakeholder managementproactive partnershipadaptabilitycustomer engagement
