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Customer Solutions Architect

3 days, 2 hours ago
United States
Full-time
Senior
Technical Account Manager
Customer and Technical Support
Machine Learning
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
201-500
Founded 2018
$66M raised
View All Jobs

Description

  • Serve as the primary technical liaison between assigned customers and internal Product and Engineering teams.
  • Understand customer customs and trade workflows and design platform configurations and best practices to support them.
  • Lead customer onboarding, role-based training, admin workshops, release refreshers, and other enablement programs.
  • Capture and prioritize customer feedback, feature requests, technical blockers, and solution gaps to influence product planning and roadmaps.
  • Conduct technical business reviews with Customer Success Managers and demonstrate ongoing value realization.
  • Lead technical discovery, solution design, and scoping for account expansions and growth opportunities.
  • Own technical escalations end to end, including root-cause isolation, internal coordination, customer communication, and closure.
  • Partner with Support on complex or recurring issues and clarify escalation paths between Support and Engineering.
  • Collaborate with Customer Success, Sales, and Solution Consulting on account health, renewal risk, and technical validation for expansions.
  • Identify new customer use cases and align the platform with customers' long-term strategies.

Requirements

  • 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.
  • Experience owning technical escalations and coordinating resolution across Support, Product, and Engineering.
  • Ability to understand customer needs, provide thought leadership, and build trust with stakeholders at multiple levels.
  • Excellent written and verbal communication, including the ability to explain technical issues to engineers and business impact to executives.
  • Experience delivering training or enablement to customer audiences with varying technical expertise.
  • Highly organized, self-directed, and comfortable operating in ambiguity while building a new function.
  • Bachelor's degree in a technical or business field, or equivalent practical experience.
  • Experience in customs brokerage, freight forwarding, trade compliance, or logistics technology, including familiarity with customs entries and global trade compliance (preferred).
  • Exposure to AI/ML-enabled products and managing customer expectations for model-driven output (preferred).
  • Experience creating a new function, playbook, or process from scratch (preferred).

Interested in this position?

Apply directly on the company website

Apply Now

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