Netomi is hiring a

Solution Engineer / Solution Consultant (West Coast Based Remote)

San Francisco, United States
Full-Time
Netomi is an AI-first customer service platform that enables companies to deliver the highest quality customer experiences while significantly reducing cost. Netomi's Relationship Operating System automatically resolves up to 80% of routine customer service inquiries, decreasing resolution time, and increasing customer satisfaction and support quality. The patented, no-code platform works across messaging, chat, email and voice, and understands 100+ languages. Netomi is based in San Francisco and has offices in New York and India.

Want to have a direct impact in solving the top challenges businesses face today? Join us!

About the role

Netomi is looking for a dedicated and experienced Solutions Consultant to provide technical and subject matter expertise to some of the world’s largest and most innovative companies. You will be a key part of our Sales Team to develop a deep understanding of our clients’ business needs, technical landscape and craft automation-first strategies to be adopted by their entire organization.  

You will be responsible for all technical and solution aspects of Netomi’s sales cycle. You will be both sales focused and technically savvy to successfully sell to key stakeholders at our key accounts.  Solution Consultants are responsible for articulating our value proposition, architecting technology solutions and offering thought leadership to both business and technical audiences. This role is ideal for someone with software pre-sales experience in a SaaS or technology product organization and experience with customer engagement/support or CRM. You have a passion for demoing solutions to prospects, great discovery skills, and the ability to act as a trusted advisor through all stages of the sales cycle, including proof-of-concept trials, to mid-market and enterprise customers.

This candidate should be based on the West Coast, but will be working remotely.

We are on the lookout for smart, hardworking, go-getters who thrive in a fast paced environment that requires a high degree of personal accountability, initiative and follow-through. You should have a passion for our product, an eagerness to learn and a strong commitment to serving our growing customer base. In 2021 we are shaping and developing a new market and we’re looking for people who are excited by that opportunity.


Responsibilities

  • Work closely with Sales, Customer Success & Delivery, Marketing, Engineering, and Product Management to deliver the appropriate solution and establish credibility and trust with the customer
  • Consult with customers and prospects to understand their business needs, pain points, and evangelize the business value
  • Lead discovery sessions with customer support, operations and innovation teams to uncover requirements and challenges and identify opportunities in their businesses.
  • Configuring and effectively demonstrating our solutions in a way that closely reflects each customer's business 
  • Deliver concise, compelling, value-based presentations (product demos, technical assessments, etc.) to all levels of an organization, including C-suite (e.g. CXO, CTO, CMO). 
  • Scoping, managing and executing customer pilots and Proof of Concepts
  • Own the overall solution design process, determining the appropriate integration logic, authentication protocols, and contextual/conditional logic necessary to deliver rich conversational experiences.
  • Mapping RFI/RFP requirements to software solutions
  • Work with Netomi’s Product team to review and prioritize customer feature requests, advocating on the customer’s behalf.
  • Support the Sales team in meeting quarterly revenue goals, while working as a part of the extended team on larger, more strategic opportunities with multiple resources from Product and Engineering.
  • Expand implementations with your account teams to drive bigger deals and more complex solutions for customers.

Experience Requirements

  • Minimum 3 years of solutions consulting/ solution engineering experience
  • Familiarity with messaging concepts and ability to create an automated, conversational solution leveraging available documentation from customers
  • Technically and analytically curious, where you demonstrate the ability to be a perpetual learner and love to make new discoveries and improve the status quo
  • Strong communicator and storyteller with a proven track record of helping customers meet their business objectives
  • CRM, Contact Center or Customer Service Experience is desired
  • Outstanding problem-solving skills, including the ability to quickly understand a business requirement and assess a technical solution
  • Experience working and collaborating with Engineering and Product teams, to provide ongoing feedback on how our product is being used and how it can be improved.
  • Must be willing to work in a startup environment with multiple roles where we move fast and jump in to help each other with projects as needed.
  • A curious mind, attention to detail, self-motivated performer
  • Ability to work collaboratively in a team to build best practices and learn on the job

Technical Requirements

  • Bachelor’s Degree (Computer Science, Engineering or Linguistics preferred)
  • Knowledge in web / scripting technologies, HTML, CSS, JavaScript and SaaS applications
  • Working knowledge of APIs and a common understanding of SaaS platforms (e.g. Shopify, Salesforce, Zendesk, etc.)
  • Hands-on experience with Java, Node.js, Python, JSON or similar programming languages, Javascript and REST/SOAP APIs for backend systems integrations
  • Well versed with mobile development approaches, working with mobile SDKs
  • Understanding of (minimum) or hands-on experience working with (preferred) various authentication protocols (e.g., OAuth2, SAML)
  • Understanding of (minimum) or hands on experience with (preferred) Natural Language Understanding (NLU) classifiers and concepts



This position is with competitive compensation, benefits.

Even if you don't meet every requirement in this job description, we still encourage you to apply. We're eager to work with people who are eager to work for us, especially those with unconventional career paths. Make a case for why you! We're looking for ambitious team players who will add value and stick with us as we grow - not just candidates who check all the boxes!  

We are committed to building an inclusive and diverse team.

Netomi is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

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