Customer Solutions Consultant

About Unifonic

Unifonic operates in the CPaaS (Communication Platform as a Service) sector, focusing on business communication solutions. The company comprises over 400 employees dedicated to serving more than 5000 customer-centric companies. Unifonic fosters a collaborative work environment that encourages creativity and new ideas.

Role Overview: Customer Solutions Consultant

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

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 clean handoff of won deals to the Customer Success team, providing 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.

Customer Engagement and Strategy

The consultant will be responsible for building and maintaining strong customer relationships, influencing long-term strategic direction, and serving as a trusted advisor. This includes driving executive-level engagement with CXOs and technology decision-makers, helping customers evaluate their cloud communication strategy, recommending solutions aligned with business and technical requirements, removing deployment roadblocks, and ensuring successful adoption while driving customer satisfaction.

Required Character Traits

• Analytical Thinking and Problem-Solving: Ability to approach problems clearly, utilize data, and identify solutions.
• Ownership and Accountability: Taking responsibility and ensuring project completion.
• Communication: Clearly explaining ideas 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: Executing work carefully and striving for continuous improvement.
• Advocacy and Innovation: Promoting best practices, efficiency, and new ideas.

Sales Team Context

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