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Solutions & Delivery Engineer

Continuum

Continuum

Customer Service, Sales & Business Development · Full-time
Chicago, IL, USA · Remote
Posted on Thursday, May 23, 2024

Company Brief:

Continuum is disrupting an untapped, winner-take-all, $22 Billion dollar+ market of B2B2B Reverse Logistics. Continuum is the first and only network deployed platform to solve complex multi-party returns, warranties and repairs. Our mission is bold, and we are seeking intellectually curious, entrepreneurial spirited, fearless people to join us. The mission: If a product moves up the supply chain in B2B distribution or manufacturing, we own it.

Job Brief:

We're seeking a dynamic Solutions & Delivery Engineer to play a pivotal role in bridging the gap between sales and customer success. This role involves demonstrating our SaaS solutions to Manufacturers & Distributors, gathering and analyzing prospect requirements, designing solutions, managing the implementation process, and ensuring a smooth onboarding experience. Adaptability is key as you navigate a rapidly changing landscape, where you'll excel in agile problem-solving, continuous learning, and proactive communication. You'll bring exceptional organizational prowess and time management skills to ensure every aspect of our customer lifecycle is executed with precision and efficiency. This role requires creativity & collaboration where you'll wear multiple hats and make a significant impact from day one.

Please apply via LinkedIn.

As the Solutions & Delivery Engineer, you will report directly to the VP of Sales Engineering & Delivery. You will use your knowledge of supply chain, APIs and ERP systems to provide tailored solutions, fostering long-term relationships through proactive client success meetings and responsive support even as our product continues to evolve. You'll serve as the primary liaison between our prospects/clients and internal teams, overseeing the end-to-end customer lifecycle from discovery to post-implementation support. Your influence and voice will be essential to the leadership team as we continue to grow and innovate.

Responsibilities

  • Demonstrate SaaS products to prospects explaining features & benefits tailored to their specific business needs.
  • Assist Account Executives across the sales cycle and helping win deals.
  • Collaborate closely with prospects to gather detailed requirements to design a solution that meets the prospect’s unique business requirements and objectives.
  • Develop comprehensive implementation plans tailored to each client's needs, including timelines, milestones, and resource allocation.
  • Lead the Implementation process ensuring successful kickoffs, aligning with customer goals, & executing a seamless integration with existing systems.
  • Configure the software according to client specifications, ensuring alignment with industry best practices and regulatory standards.
  • Collaborate and coordinate with cross-functional teams throughout the implementation process, including software developers & QA analysts.
  • Conduct regular status meetings with clients to provide updates on project progress, address concerns, and gather feedback.
  • Once Implemented, onboard customers & facilitate user training sessions to ensure clients are proficient in adopting & utilizing the software's features and functionalities.
  • Serve as the primary point of contact for post-implementation support, addressing client inquiries, troubleshooting issues, and escalating technical issues in a timely manner as needed.
  • Continuously evaluate and improve customer lifecycle processes to enhance efficiency, scalability, and client satisfaction.
  • Stay updated on product changes and enhancements ensuring you can effectively communicate these to clients & incorporating them into ongoing support.
  • Identify upselling and cross-selling opportunities based on client needs and usage patterns.

Requirements and Skills

  • Proven experience in software sales, customer onboarding, & support.
  • Proven experience in software implementation, preferably within the SAAS industry and specifically working with manufacturers and distributors.
  • Excellent communication, presentation and interpersonal skills, with the ability to effectively engage with clients, internal teams, and stakeholders at all levels.
  • Strong project management skills, with the ability to manage multiple projects simultaneously and deliver results within established timelines.
  • Strong problem-solving skills with a customer-focused mindset.
  • Demonstrated ability to adapt quickly to changing priorities and navigate ambiguity with confidence.
  • Deep understanding of manufacturing and distribution processes, including inventory management, supply chain operations, and production workflows.
  • Technical proficiency in software configuration, database management, and troubleshooting.
  • Familiarity with ERP systems, CRM platforms, or related enterprise software solutions is desirable.
  • Certification in project management (e.g., PMP, PRINCE2) is not required but a plus.

We welcome you to join our journey to make B2B returns simple, economical and green.

Please apply via LinkedIn.

Continuum is an equal opportunity employer.

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