Customer Solutions Architect

Accountabilities
As a Customer Solutions Architect, you will serve as the technical advocate for customers while partnering with internal teams to deliver effective solutions, improve platform adoption, and support business growth. Build strong relationships with customers by understanding their operational processes, technical requirements, and long-term business objectives. Act as the primary technical liaison between customers and internal Product, Engineering, and Support teams. Capture, structure, and prioritize customer feedback, feature requests, and technical challenges to influence product improvements. Represent customer needs in product planning, roadmap discussions, and solution design conversations. Design and refine platform configurations that align with customer workflows, compliance requirements, and operational goals. Deliver customer enablement programs, including onboarding sessions, role-based training, technical workshops, and product release education. Create reusable technical documentation, best-practice guides, and customer-facing solution materials. Support Customer Success Managers with account health assessments, renewal opportunities, and expansion initiatives requiring technical expertise. Partner with Sales and solution teams to provide technical guidance for customer expansions and complex use cases. Lead technical investigations, reproduce issues, identify root causes, and coordinate resolution with internal engineering teams. Manage technical escalations from discovery through resolution while maintaining clear communication with customers. Help define processes, playbooks, and operational frameworks for a growing customer solutions function. Requirements: The ideal candidate is a customer-oriented technical professional with experience designing solutions, managing complex technical challenges, and communicating effectively with both engineering teams and executive stakeholders. 6–10 years of experience in a customer-facing technical role such as Solutions Architect, Solutions Engineer, Technical Account Manager, Implementation Engineer, or Technical Support Engineer. Proven experience managing technical escalations and coordinating solutions across Support, Product, and Engineering teams. Strong ability to understand customer needs, provide technical guidance, and build trust with stakeholders at multiple levels. Excellent written and verbal communication skills, with the ability to explain technical concepts to engineers and business impact to executives. Experience delivering customer training, enablement programs, or technical workshops for audiences with different levels of expertise. Strong problem-solving skills with the ability to investigate issues, analyze root causes, and develop practical solutions. Highly organized, self-directed, and comfortable working in an evolving environment with changing priorities. Bachelor’s degree in a technical or business-related field, or equivalent professional experience. Experience with customs brokerage, freight forwarding, trade compliance, or logistics technology is preferred. Familiarity with AI/ML-enabled products and customer expectations around model-driven solutions is a plus. Experience building new processes, functions, or operational frameworks from the ground up is preferred. Benefits: Competitive salary range of $125,000–$150,000 annually. Variable compensation opportunities tied to customer retention and expansion objectives. Equity participation opportunities. Remote-first work environment with flexibility. Health, dental, and vision insurance coverage. Professional development support, including trade compliance and SaaS customer success certifications. Opportunity to work at the intersection of AI, automation, logistics, and global trade technology. High-impact role helping customers navigate complex regulatory and operational challenges.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
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