Customer Solutions Consultant

About Unifonic and the Role

Unifonic is a dynamic startup operating in the CPaaS (Communication Platform as a Service) sector, dedicated to providing business communication solutions. The company employs over 400 dedicated individuals and serves more than 5000 customer-centric companies. Unifonic fosters a collaborative work environment that encourages creativity and new ideas, with employees also holding shares in the business. This full-time position for a Customer Solutions Consultant is based in Riyadh, Riyadh Province.

Role Purpose

The Customer Solutions Consultant plays a pivotal role within the Sales team, which focuses on driving revenue while serving as trusted consultants to customers. This position is responsible for guiding customers through digital transformation initiatives using cloud communication, leading collaborative efforts with virtual teams comprising sales, engineering, and support resources.

Core Responsibilities

As a Customer Solutions Consultant, you will be accountable for:

• Building and maintaining strong customer relationships.
• Influencing long-term strategic direction for clients.
• Serving as a trusted advisor to customers.
• Driving executive-level engagement with CXOs and technology decision-makers.
• Assisting customers in evaluating their cloud communication strategy.
• Recommending solutions that align with both business and technical requirements.
• Removing deployment roadblocks to ensure smooth implementation.
• Ensuring successful adoption of solutions while driving customer satisfaction.

Key Duties

This role involves contributing to the future of communication by:

• Acting as a technical liaison between Sales and Product teams during the sales process, supporting solution design, quotes, proposals, RFP responses, and related documentation.
• Developing working knowledge of Unifonic's conversational AI and omnichannel communications platform.
• Participating in Sales team meetings to understand customer pain points, requirements, and business goals, and helping to shape relevant solutions.
• Supporting problem escalation and best-practice efforts to assist clients and internal teams in using Unifonic's products effectively.
• Building and delivering product demonstrations and pilots that showcase Unifonic's value to prospects and clients.
• Relaying timely and organized client feedback to Product Management, Sales, Support, and Development based on real business cases.
• Ensuring clean handoffs of won deals to the Customer Success team, providing clear context on customer goals and configuration.
• Supporting Sales and Account Management on upsell and cross-sell opportunities with technical input.
• Coordinating with cross-functional teams, including Product, Support, and Engineering, as needed to close deals.

Qualifications and Experience

Candidates for this role should possess:

• A Bachelor's degree in Engineering, Computer Science, or another IT-related field.
• A minimum of 2 to 5 years of hands-on experience in selling technology solutions, technical/solutions consulting, or customer-facing delivery within a related industry such as SaaS, CPaaS, or Telecommunications.

Required Skills and Abilities

The successful candidate will demonstrate:

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