Senior Solutions Architect

Gainsight • New York City, NY

6h • $105,000 - $120,000 • Remote

About The Position

We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link . About This Role: We’re looking for a full-time Senior Solutions Architect to join our Professional Services team reporting to the Manager of Onboarding. This role is a remote role based in The United States. In this role, you’ll play a key role in driving long-term customer success and platform adoption by acting as a trusted technical and strategic advisor to Gainsight customers. You’ll deliver this impact by leading complex implementations, translating business requirements into scalable Gainsight solutions, and guiding customers on best practices across Community and Education platforms. This is a great opportunity for someone who thrives in a fast-paced, customer-facing SaaS environment and enjoys working cross-functionally with teams like Customer Success, Product, Professional Services, and Technical Project Management. The ideal candidate brings strong skills in enterprise SaaS implementations, technical architecture and integrations (APIs, SSO), and stakeholder communication at both technical and executive levels.

Requirements

• 5-8 years of recent Professional Services/Enterprise product implementation or related experience is required (SaaS experience is preferred) and a BA/BS degree (or equivalent combination of education and experience), required.
• Solid understanding of Web services, APIs and Webhooks.
• Experience troubleshooting SSO-related issues, especially for SAML, Oauth 2, and/or Open ID Connect
• Ability to understand and document business requirements as well as provide prescriptive recommendations by actively listening and asking probing questions.
• In-depth knowledge and experience with successfully managing enterprise software application implementations - with waterfall and agile methodologies.
• Experience with spearheading initiatives with cross-functional teams on a number of concurrent engagements.
• Record of professional achievements with a track record of delighted, successful, and satisfied customers.
• Executive presence and confidence in communicating with technical, business, and senior leader stakeholders.
• Ability to explain complex technical concepts in simple terms.
• Ability to create structure in ambiguous situations and design effective processes.
• Experience in working with complex, multi-divisional, multi-geographical customers.
• Comfortable managing time and priorities across multiple parallel customers
• Passion to be an expert on the product and for being part of a fast growing company, while also recognizing when to ask questions or seek help.

Nice To Haves

• Hands-on 1-2 years of JavaScript, HTML, and CSS.
• Familiarity with DNS concepts (CNAME, DKIM, SPF records)
• Experience with at least one object-oriented programming language.
• CRM experience/certification (e.g. SFDC, MS Dynamics, Zendesk).
• Experience working with AWS Cloud services (CloudFront, S3, etc.)
• Familiarity with data migrations (i.e. ETL from one platform to another)
• Mobile development.
• Capability to be dynamic and adapt quickly in a fast-paced environment.
• A deep understanding of Customer Success to be a trusted thought leader and advisor with your customers.

Responsibilities

• Conduct requirement gathering sessions in order to interpret and deeply understand business requirements while documenting those clearly and concisely.
• Develop and Integrate yourself into your customers operations team to support Gainsight.
• Configure the Gainsight Community and Education platforms per the desired specifications and conduct enablement sessions to the customer’s key stakeholders.
• Quickly establish rapport and positive relationship with client & stakeholders, and manage expectations throughout the implementation lifecycle.
• Proactively Identify and escalate potential issues/risks and partner with both internal & external stakeholders for mitigation/resolution.
• Participate in establishing best practices, templates, policies, tools and partnerships to expand and mature capabilities of the team.
• Forecast, track and report project hours and achieve your utilization target.
• Maintain expert-level knowledge of Gainsight’s Customer Communities and Customer Education platforms.
• Work with the product team to stay ahead of future enhancements to Gainsight’s products.
• Work cross-functionally to deliver multi-resource customer projects.
• Collaborate with the TPM (Technical Project Manager) role on enterprise-level customer engagements, acting as the Subject Matter Expert for the Gainsight platform and advising the custom on strategic decisions.
• Be responsible for nurturing existing Gainsight customers to increase adoption and expansion via technical strategy.
• Work in tandem with the Customer Success team and drive technical initiatives to achieve customer outcomes.

Benefits

• We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options.
• Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe.
• You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level