Customer Solutions Consultant

About Unifonic

Unifonic is a CPaaS (Communication Platform as a Service) company focused on revolutionizing business communication. The company comprises over 400 professionals dedicated to serving more than 5000 customer-centric companies. Unifonic fosters a collaborative work environment that encourages creativity and new ideas.

The Role of Customer Solutions Consultant

As a Customer Solutions Consultant, you will support customers in achieving digital transformation through cloud communication. This full-time role, based in Riyadh, Riyadh Province, involves leading collaboration with virtual teams including sales, engineers, and support resources. The position requires 2-5 years of relevant experience.

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 business cases.
• Hand off won deals to the Customer Success team with clear 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.

Required Qualifications and Skills

• Ability to create a positive customer experience by matching product/service offerings to customer needs.
• Ability to understand and troubleshoot customer needs and translate them into workable solutions.
• Strong interpersonal skills, comfortable engaging multiple stakeholders and collaborating with virtual/cross-functional teams.
• Experience with cloud communications platforms (SMS, Voice, WhatsApp, Email).
• Proficiency with REST APIs, JSON, and webhooks.
• Understanding of SaaS and CPaaS fundamentals.
• Experience in solution architecture and technical discovery.
• Familiarity with conversational AI and chatbot platforms.
• Capability in product demonstrations and proof-of-concept delivery.
• Knowledge of CRM and API integrations.
• Skills in technical troubleshooting and deployment support.

Desired Character Traits

• Analytical thinking and problem-solving.
• Ownership and accountability.
• Effective communication across teams.
• Collaboration and support for team goals.
• Adaptability and continuous learning.
• Mentorship and knowledge sharing.
• Resilience under pressure.
• Commitment to quality and attention to detail.
• Advocacy for best practices, efficiency, and innovation.

Application Information

This role offers an opportunity to contribute to digital transformation in cloud communication. Salary information will be disclosed during the hiring process.