Customer Solutions Consultant

About Unifonic

Unifonic is a CPaaS (Communication Platform as a Service) company focused on transforming business communication. Recognized as a Great Place to Work®, Unifonic operates with a team of over 400 dedicated individuals serving more than 5000 customer-centric companies. The company fosters a collaborative environment where creativity and new ideas are encouraged, and employees are shareholders in the business. This full-time position is based in Riyadh, Riyadh Province.

Role Overview

The Customer Solutions Consultant is responsible for guiding customers through digital transformation using cloud communication solutions. This involves leading collaboration with virtual teams comprising sales, engineering, and support resources. The role focuses on building and maintaining strong customer relationships, influencing long-term strategic direction, and serving as a trusted advisor to drive executive-level engagement with CXOs and technology decision-makers. Candidates should have 2-5 years of relevant experience.

Key aspects of this role include evaluating customer cloud communication strategies, recommending solutions aligned with business and technical requirements, removing deployment obstacles, and ensuring successful adoption to enhance customer satisfaction.

Key Responsibilities

• Act as a technical liaison between Sales and Product teams during the sales process, supporting solution design, quotes, proposals, RFP responses, and related documentation.
• Develop working knowledge of Unifonic's conversational AI and omnichannel communications platform.
• Participate in Sales team meetings to understand customer pain points, requirements, and business goals, and contribute to shaping relevant solutions.
• Support problem escalation and best-practice initiatives to assist clients and internal teams in effectively utilizing Unifonic's products.
• Build and deliver product demonstrations and pilots that showcase Unifonic's value to prospects and clients.
• Relay timely and organized client feedback to Product Management, Sales, Support, and Development teams based on real business cases.
• Ensure smooth handovers of won deals to the Customer Success team, providing clear context on customer goals and configuration.
• Provide technical input to Sales and Account Management for upsell and cross-sell opportunities.
• Coordinate with cross-functional teams, including Product, Support, and Engineering, as necessary to finalize deals.

Required Qualifications

• Ability to create a positive customer experience by matching appropriate product and service offerings to their needs.
• Proficiency in understanding and troubleshooting customer needs, translating them into workable solutions.
• Strong interpersonal skills, with comfort in engaging multiple stakeholders and collaborating with virtual or cross-functional teams.

Desired Attributes

• Analytical thinking and problem-solving skills, including the ability to approach problems clearly, utilize data, and identify solutions.
• Strong sense of ownership and accountability, ensuring projects are followed through to completion.
• Effective communication skills, capable of explaining ideas clearly and actively listening across teams.
• Collaborative mindset, working effectively with others to support team goals.
• Adaptability and a commitment to continuous learning of new skills or tools.
• Mentorship and knowledge-sharing capabilities, supporting the growth of others.
• Resilience, maintaining composure under pressure and handling setbacks constructively.
• Dedication to quality and attention to detail, striving for continuous improvement.
• Advocacy for best practices, efficiency, and innovation.

Team Environment

The Sales team at Unifonic focuses on driving revenue while serving as trusted consultants to customers. The team comprises experts in account management, business development, and customer service, working closely with other departments to ensure products and services meet customer needs.