Solutions Architect

Productboard is seeking a customer-focused, highly energetic, and experienced individual to join our team as a Solutions Architect responsible for onboarding and enabling our customers at the critical outset of their journey with Productboard. This role will have accountability for ensuring our new customers have the vision, stakeholder involvement and alignment within their organization to make Productboard a success. The Solutions Architect will validate and define the value the customer seeks with Productboard, while defining and executing a specific onboarding and enablement plan to ensure the customer activates Productboard successfully and is set up for long term value.

As part of the Professional Services team, the Solutions Architect requires proven project and product management skills, having dealt with implementations of SaaS products for the Enterprise, in addition to technical acumen to navigate hurdles to integrating Productboard within their current tech stack and workflows. The ideal candidate will deliver new process efficiencies and rigor to our onboarding and in doing so increase success rates for our strategic customers in the critical activation process of their Productboard journey.

On a typical day, you will...

• You will coach, advise, onboard and launch customers in the onboarding phase of their Productboard journey
• Following the work of the Account Executive, you will work closely with the customer to validate, and where needed, further uncover the customer’s current and desired state alongside establishing key success criteria for their use of Productboard 
• You will create and communicate a detailed onboarding and enablement plan with clear success milestones to drive toward attainment of first value for the customer
• You will execute the onboarding, including project planning and training to ensure the customer is successfully utilizing Productboard, ensuring they’re ready for their next stage with a customer success manager
• Using your strong matrix management skills you will ensure we’re identifying and involving the right customer stakeholders needed for Productboard success
• You will develop an extensive working knowledge of Productboard products, services, and best practices. Be the trusted partner for customers on use-case and product functionality
• Advocate for the customer; Provide updates to internal cross-functional partners (Product Management, Product Development, Sales) on customer perspectives, risks, strategic insights, issue resolution activities, executive briefings, and requests
• Possess a strong understanding of Productboard's product roadmap as well as industry trends and best practices; be able to articulate how both align with the customers’ strategies and desired business outcomes
• Support with pre-sales activities, such as planning and delivering proof of concepts (PoC)
• Collaborate with the Customer Success team to unblock risky accounts and support renewals

About you 

• 2+ years of experience in product management
• 2+ years in a customer implementation or onboarding and training role; including managing complex SaaS implementations for SMB customers
• A strong technical acumen and familiarity working with Jira, REST API, JSON, SAML SSO, Azure DevOps
• Demonstrated skills in project management and managing customer relationships for a managed services and / or SaaS organization
• Strong oral and written communication skills with the ability to conduct presentations to a large group (remote and in-person)
• Highly motivated, team oriented, with experience working in fast-paced start-up environments
• Highly detailed, organized with exceptional follow through, has experience with overseeing and coordinating multiple projects simultaneously
• Experience with salesforce.com and/or customer management analytics software preferred
• Proficiency in English is required, and fluency in French or German is a plus
• Master degree preferred
• Some travel required

You can look forward to the following benefits: