VP leading global Solutions Engineering for Prophix, whose platform helps finance teams plan, report, consolidate, and automate. Driving presales strategy, team growth, and enterprise deal success worldwide.
About the role
- Solutions Engineer providing technical support and managing customer journeys for SaaS implementations. Ensuring successful adoption and optimizing workflows throughout the customer experience.
Responsibilities
- Partner with the Senior Solutions Engineer and Account Director to manage a portfolio of established customers, acting as their key technical point of contact.
- Take ownership of the full customer journey, guiding them from implementation to long-term success and ensuring phased implementation metrics are met and adopted.
- Manage day-to-day technical actions, including configuration requests, workflow configuration updates, user permissions, and data updates.
- Help customers translate their business processes into efficient Gatekeeper workflows.
- Act as the first line of technical support for your customer portfolio, troubleshooting issues and collaborating with the wider Gatekeeper team to ensure fast, effective resolutions.
- Build deep relationships with your portfolio to understand their business processes, strategic goals, and usage requirements.
- Be the voice of your customer, championing their needs and suggesting Gatekeeper functionality enhancements.
- Proactively monitor customer health and usage, identifying opportunities for optimisation from product releases and raising any engagement or usage risks to the Senior Solutions Engineer.
- Track key success metrics such as Time to First Value for your customers inline with the phased implementation approach.
- Meticulously document customer configurations and key interactions to ensure transparency across Gatekeeper colleagues.
- Identify and surface expansion opportunities based on deep customer knowledge and pass them to the relevant Account Director.
- Support the renewal process by preparing data for strategic business reviews, demonstrating long-term value, and highlighting key platform engagement.
- Stay curious and up to date with new product releases, best practices and AI advancements.
Requirements
- 2+ years of experience in a customer facing technical role (like Technical Support, IT, Junior Implementation, or similar) supporting SaaS implementations.
- You have a genuine passion for helping customers succeed and an interest in learning about SaaS customer success models.
- Experience in achieving implementation milestones including driving Time to First Value and delivering success criterias.
- Analytical minded, love learning new software, configuration management and comfortable helping customers with data mapping and migration.
- Genuine interest to explore new AI advancements, a commitment to learning how to leverage AI tools, and are actively seeking how it can evolve your work.
- Natural problem-solver with exceptional attention to detail. You're organised and have experience supporting technical projects, tracking time, reporting on progress, and identifying risks.
- Clear and professional communication skills (verbal, video, and written) and are comfortable in customer-facing interactions and documenting business processes.
- Excited to build a career in customer value, eager to learn from a senior team member, and thrive in a fast-paced, collaborative environment.
- Nice to Have
- Experience with Vendor Management or Contract Lifecycle Management (CLM) platforms.
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Principal Solutions Architect scaling Docker's professional services for container and AI platforms. Advising enterprise customers on secure deployments, MCP toolchains, and software supply chains.
Finance Solutions Engineer building financial POCs and demos for Abacum’s business planning platform. Partnering with Sales to translate customer needs into models, dashboards, and compelling use cases.
ServiceNow/AI Solution Architect owning Plutus architecture, agentic AI, integrations, and governance. NewRocket helps enterprises transform workflows with ServiceNow and Claude - powered solutions.
Lead Solution Architect shaping enterprise architecture, modernization, cloud, and resilience strategy for Manulife’s Canadian financial services business. Leading architecture teams and executive technology governance across multiple portfolios.
Customer Solutions Consultant supporting SMB and MME customers for Ada’s AI customer service platform. Driving adoption, retention, automated resolutions, and customer value at scale.
Customer Solutions Consultant supporting SMB and MME customers using Ada’s AI customer service platform. Driving adoption, retention, automated resolutions, and scalable customer engagement.
Client Solutions Manager leading multi - program client portfolios for Mosaic, a sales and marketing agency. Growing pilots and seasonal engagements into profitable, ongoing brand programs.
Solutions Architect II designing secure, scalable cloud and MarTech architectures. Helping Homera Health expand its D2C telemedicine brands through integrations, documentation, and technical leadership.
Student Solution Architect supporting Sun Life’s financial - services architecture team. Building AI proofs of concept and scalable solutions using AWS, Java, and Python.