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Customer Solutions Architect

5 hours, 29 minutes ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Apply Now
KLEARNOW.AI

KLEARNOW.AI

KlearNow transforms supply chains with AI-powered Logistics as a Service, simplifying customs clearance and drayage to enhance global trade efficiency.

Professional Services
251-1K
Founded 2018
$66M raised
View All Jobs 3

Description

  • Capture, structure, and prioritize customer feedback, feature requests, and friction points.
  • Represent customers in product planning, backlog reviews, and roadmap discussions.
  • Design and deliver customer training, including onboarding, workshops, admin deep-dives, and refresher sessions.
  • Create reusable technical collateral, proofs of value, and hands-on customer engagements.
  • Advise customers on platform configuration and best practices aligned to operational workflows.
  • Identify new use cases and align the platform with customer long-term strategies.
  • Partner with Customer Success Managers on account health, renewal risk, and expansion opportunities.
  • Serve as the primary technical point of contact between customers and Product and Engineering.
  • Lead technical discovery, solution design, and scoping for growth opportunities.
  • Drive escalations end to end and manage internal follow-through until resolution.

Requirements

  • 6–10 years in a customer-facing technical role such as solutions architect, solutions engineer, technical account manager, implementation engineer, or technical support engineer.
  • Experience owning technical escalations and coordinating resolution across Support, Product, and Engineering.
  • Ability to understand customer needs, build trust, and influence stakeholders at multiple levels.
  • Excellent written and verbal communication skills, including explaining technical issues to engineers and business impact to executives.
  • Proven experience delivering training or enablement to customer audiences with varying technical skill.
  • Highly organized, self-directed, and comfortable operating with ambiguity in a role being defined as it is built.
  • Bachelor's degree in a technical or business field, or equivalent practical experience.
  • Preferred: Domain experience in customs brokerage, freight forwarding, trade compliance, or logistics technology.
  • Preferred: Familiarity with customs entries and global trade compliance.
  • Preferred: Exposure to AI/ML-enabled products and setting customer expectations around model-driven output.
  • Preferred: Experience helping build a new function, playbook, or process from scratch.

Interested in this position?

Apply directly on the company website

Apply Now

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