Customer Solutions Consultant

About Unifonic

Unifonic is a CPaaS (Communication Platform as a Service) company focused on cloud communication solutions. The company has been recognized as a Great Place to Work® and employs over 400 individuals. Unifonic serves more than 5000 customer-centric companies, aiming to enhance business communication.

The Role of Customer Solutions Consultant

As a Customer Solutions Consultant, you will facilitate digital transformation for customers through cloud communication. This full-time role, based in Riyadh, Riyadh Province, involves leading collaboration with virtual teams comprising sales, engineering, and support resources. The position requires 2-5 years of experience and focuses on building and maintaining customer relationships, influencing strategic direction, and acting as a trusted advisor to CXOs and technology decision-makers.

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 successful 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 their 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.

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 and constructive handling of setbacks.
• Commitment to quality and attention to detail.
• Advocacy for best practices, efficiency, and innovation.