Solutions Engineer driving client success for Industry Managed Solutions group at GS1 Canada. Involves managing subscriptions, understanding needs, and delivering technical solutions.
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
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