Strategic Customer Solutions Architect managing critical enterprise accounts for Supabase. Delivering outcomes through technical solutions and deep technical engagements.
About the role
- Senior Solutions Engineer for enterprise customers at Gatekeeper. Managing implementations and mentoring Solutions Engineers while ensuring client satisfaction with Gatekeeper's platform.
Responsibilities
- Lead and partner with the Account Director to manage a portfolio of high-value and Enterprise customers, acting as their key strategic and technical point of contact.
- Mentor and coach Solutions Engineers, acting as a point of escalation, providing guidance, and helping to develop their skills.
- Own and lead the full customer journey, from complex, multi-phase implementations to long-term strategic success, ensuring all metrics are met and adopted.
- Oversee and manage complex technical actions, including advanced configuration requests, workflow design, data migration strategy, and user permissions.
- Lead customers in translating complex business processes into efficient, scalable Gatekeeper workflows and automations.
- Act as a senior escalation point for technical support, troubleshooting complex issues and collaborating with the wider Gatekeeper team to ensure fast, effective resolutions.
- Be the voice of your customer, championing their needs and providing structured feedback to the Product team to influence the roadmap.
- Drive the strategy for customer health and usage, identifying opportunities for optimisation and mitigating any engagement or usage risks.
- Define and track key success metrics such as Time to First Value (TTFV) for your customers inline with the phased implementation approach.
- Identify and surface expansion opportunities based on deep customer knowledge and pass them to the relevant Account Director.
- Support the renewal process by preparing reviews, demonstrating long-term value, and highlighting key platform engagement.
- Stay at the forefront of new product releases, best practices, and AI advancements, sharing knowledge with the team.
Requirements
- 5+ years’ experience in software implementation or Professional Services roles within SaaS, ideally in CLM, Procurement, or Risk Management technology.
- Demonstrable history of leading high-impact, end-to-end software implementations, delivering measurable value, improving client satisfaction, and successfully onboarding new Enterprise customers onto a SaaS platform.
- Expertise in defining, managing, and achieving implementation milestones, including MVP and driving Time to First Value (TTFV), ensuring clear success criteria are met.
- Strong grounding in data analysis, workflow logic, and configuration management.
- Hunger to explore new AI advancements, with demonstrable proficiency or exposure to AI-enabled workflows and automation platforms.
- Strong project management and business analysis skills, capable of tracking time, reporting progress, identifying risks, and implementing mitigation strategies.
- Proven track record of mentoring or leading peers (even informally), are a natural problem-solver, a lifelong learner, and are eager to improve implementation methodologies.
- Nice to Have
- Experience with Vendor Management or Contract Lifecycle Management (CLM) platforms.
- Familiarity with BI tools (e.g., Power BI, Looker, Tableau) or SQL for reporting and analytics.
- Exposure to change management or enablement strategy within enterprise SaaS.
Benefits
- 100% remote working: no offices and no commute
- Generous paid vacation allowance
- Comprehensive benefits package including:
- Private Medical & Dental cover
- GRSP Matching
- Employee Assistance Program
- Learning & Development opportunities for lifelong learners
- Technology: we provide everything you need to do your best work
- Gatekeeper for Good: Match funding to support non-profit organisations in your local community
- Gatekeeper retreats
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