Sales Engineer / Customer Solutions Engineer, iGuide

REA GROUP LTD•Richmond, VA

50d

About The Position

This position serves as a key liaison between prospective customers, the sales team, and the product/engineering teams. You will be responsible for understanding customer workflows and demonstrating our hardware and software solutions. With a strong understanding our how the iGUIDE hardware, software, and Portal works, you can help to seamlessly integrate our technology to help customers achieve their specific goals. By providing technical expertise, workflow mapping, onsite training, and ongoing support, you'll ensure a smooth trial process and ultimately help drive sales and customer satisfaction. The ultimate goal is to demonstrate how our technology will be used by the customer to full fill their business and technology needs so that they will move forward with adoption of the iGUIDE technology.

Requirements

3-5 years of experience in a Sales Engineering, Technical Account Management, Customer Solutions, or Field Training role - ideally in hardware/software technology, proptech, or imaging/scanning solutions.
Strong understanding of technical integrations, system workflows, or field-based technology deployment.
Experience supporting B2B customers through pre-sales, onboarding, and ongoing technical engagement.
Post-secondary education in Engineering, Computer Science, Geomatics, or a related technical discipline (or equivalent practical experience).
Proficiency with CRM systems (e.g., Salesforce or HubSpot) and comfort using digital collaboration tools for workflow documentation and analysis.
Willingness and ability to travel regularly for onsite training, demos, and customer support.
You have a strong grasp of hardware and software systems, and can quickly learn new technologies to advise customers confidently and accurately.
You're motivated by understanding customer workflows and delivering practical, tailored solutions that improve outcomes and user experience.
You can communicate technical concepts clearly to both technical and non-technical audiences, building trust and credibility with customers and internal stakeholders alike.
You approach every challenge with curiosity and resourcefulness, identifying how technology can best fit into a customer's business model and operations.
You work seamlessly across teams from Sales to Product to Engineering, ensuring customer needs are represented and supported at every stage.
You have a knack for teaching others, whether it's hands-on equipment use or workflow optimization.
You thrive in a fast-paced environment where every customer and project presents a new challenge.

Responsibilities

Work in-field, directly with customers (end-users and technical buyers) to demonstrate, teach, and understand how the iGUIDE technology will provide a solution to the customer needs.
Collaborate with the sales team to identify customer needs, pain points, and desired outcomes.
Conduct workflow analysis to understand how our technology can best fit into the customer's existing processes.
Demonstrate the value proposition of our hardware and software solutions during pre-trial and trial stages.
Act as the technical expert understanding the end-to-end iGUIDE solution (hardware, capture process, Stitch process, processing process, and Portal management), so that you can advise customers on configuration, integration, and best practices.
Map out the customer's workflow and show how to optimize each step using our technology.
Provide clear documentation and guidelines on setup, usage, and maintenance of both hardware, software, and Portal.
Travel onsite to customers' facilities to deliver hands-on training sessions.
Develop and refine training materials (manuals, videos, tutorials) to support various user levels (technical buyer, end user).
Guide customers on data upload, data management, and utilizing our Portal to ensure maximum efficiency and output quality.
Serve as a primary point of contact during the onboarding process, ensuring smooth adoption of the technology.
Collect and interpret customer feedback to identify new feature requests, recurring challenges, or opportunities for product improvements.
Communicate key customer insights back to sales, product, and engineering teams to influence roadmap and go-to-market strategies.
Communicate customer needs that are must haves to help reduce objections and demonstrate a willingness to work with new customers.
Provide ongoing technical support to resolve issues quickly and effectively, both remotely and onsite as needed.
Develop troubleshooting guides and FAQs to empower customers to self-serve for common issues.
Work closely with the sales team to refine value propositions and ensure alignment on customer needs, ROI messaging, and success metrics.
Partner with product management to propose enhancements and ensure product-market fit.
Collaborate with marketing to create case studies, testimonials, and technical collateral that showcase successful customer implementations.