Solutions Engineer

• Lead & Develop the Team: Manage a team of 14 Solutions Architects across North America. Mentor, coach, and grow team members through regular feedback, goal setting, and career development. Jump in to support tickets when the team is at capacity. Foster a positive, collaborative, and inclusive team culture.
• Own Processes & Partner Cross-Functionally: Refine team workflows for efficiency, scalability, and customer satisfaction. Collaborate with Product, Dev, Sales, and CS to align strategies and represent the support/customer perspective in planning. Balance workloads and priorities across global teams.
• Provide Technical & Escalation Oversight: Act as the go-to SME for LMS, EHS, and CMS platforms (training provided). Lead resolution of escalated customer and technical issues. Perform root cause analysis and advocate for long-term improvements.
• Support Strategic Initiatives: Contribute to M&A projects (platform analysis, data migrations, post-integration support). Occasionally support pre-sales efforts (RFPs, demos, solution design). Represent the Solutions Architect team in strategic planning sessions.
• Drive Results Through Metrics & Continuous Improvement: Track KPIs and operational performance, reporting insights to senior leadership. Lead process improvement and automation initiatives. Ensure service-level goals are consistently met or exceeded.

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