Senior Customer Solutions Consultant

About Unifonic and the Role

Unifonic, recognized as a Great Place to Work®, operates in the CPaaS (Communication Platform as a Service) sector, providing cloud communication solutions. The company serves over 5000 customer-centric businesses with a team of more than 400 professionals. This full-time role for a Senior Customer Solutions Consultant is based in Riyadh, Riyadh Province, and requires 2-5 years of experience.

Role Overview

The Senior Customer Solutions Consultant is responsible for guiding customers through digital transformation using cloud communication. This involves leading collaboration with virtual teams comprising sales, engineering, and support resources. The consultant will build and maintain strong customer relationships, influence long-term strategic direction, and serve as a trusted advisor, engaging with CXOs and technology decision-makers. Key responsibilities include evaluating customer cloud communication strategies, recommending solutions aligned with business and technical requirements, removing deployment obstacles, 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 a 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.

Required Character Traits

• Analytical thinking and problem-solving: Ability to approach problems clearly, utilize data, and identify solutions.
• Ownership and accountability: Capacity to take responsibility and ensure project completion.
• Communication: Skill in explaining ideas clearly and actively listening across teams.
• Collaboration: Aptitude for working effectively with others and supporting team objectives.
• Adaptability and learning: Readiness to adjust to change and continuously acquire new skills or tools.
• Mentorship and knowledge sharing: Willingness to support others' growth and disseminate knowledge.
• Resilience: Ability to remain calm under pressure and manage setbacks constructively.
• Quality and attention to detail: Commitment to performing work carefully and striving for improvement.
• Advocacy and innovation: Encouragement of best practices, efficiency, and new ideas.

The Sales Team Environment

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. This role contributes to a work environment that encourages creativity and new ideas.