Customer Solutions Consultant

About Unifonic and the Sales Team

Unifonic is a CPaaS (Communication Platform as a Service) company focused on transforming business communication. The company has been recognized as a Great Place to Work® and employs over 400 individuals dedicated to serving more than 5000 customer-centric companies. The Sales team aims to drive revenue while acting as trusted consultants to customers, specializing in account management, business development, and customer service. This full-time role is based in Riyadh, Riyadh Province.

Role Overview: Customer Solutions Consultant

As a Customer Solutions Consultant, you will enable customers to achieve digital transformation through cloud communication. This involves leading collaboration with a virtual team comprising sales, engineering, and support resources. Key responsibilities include building and maintaining strong customer relationships, influencing long-term strategic direction, serving as a trusted advisor, and engaging with CXOs and technology decision-makers. You will assist customers in evaluating their cloud communication strategy, recommending solutions aligned with their business and technical requirements, addressing deployment challenges, and ensuring successful adoption to drive 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 help shape relevant solutions.
• Support problem escalation and best-practice efforts to assist clients and internal teams in using Unifonic's products effectively.
• Build and deliver product demonstrations and pilots that showcase Unifonic's value to prospects and clients.
• Relay timely, organized client feedback to Product Management, Sales, Support, and Development based on real business cases.
• Ensure a clear handover of won deals to the Customer Success team, providing context on customer goals and configuration.
• Support Sales and Account Management on upsell and cross-sell opportunities with technical input.
• Coordinate with cross-functional teams (Product, Support, Engineering) as needed to close deals.

Qualifications and Requirements

• Ability to create a positive customer experience by matching appropriate product/service offerings to their needs.
• Ability to understand and troubleshoot customer needs, translating them into workable solutions.
• Strong interpersonal skills, with comfort in engaging multiple stakeholders and collaborating with virtual/cross-functional teams.
• A minimum of 2-5 years of relevant experience is required for this role.

Required Character Traits

• Analytical thinking and problem-solving: approaching problems clearly, utilizing data, and identifying solutions.
• Ownership and accountability: taking responsibility and ensuring project completion.
• Communication: explaining ideas clearly and actively listening across teams.
• Collaboration: working effectively with others and supporting team goals.
• Adaptability and learning: adjusting to change and continuously acquiring new skills or tools.
• Mentorship and knowledge sharing: supporting the growth of others and sharing expertise.
• Resilience: maintaining composure under pressure and handling setbacks constructively.
• Quality and attention to detail: performing work carefully and striving for continuous improvement.
• Advocacy and innovation: encouraging best practices, efficiency, and new ideas.