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 communication solutions for businesses. The company serves over 5000 customer-centric companies with a team of more than 400 employees. This full-time position for a Customer Solutions Consultant is based in Riyadh, Riyadh Province, and requires 2-5 years of experience.

Role Overview

The Customer Solutions Consultant is responsible for assisting customers in achieving digital transformation through cloud communication. This involves leading collaboration with a virtual team comprising sales, engineering, and support resources. The role focuses on building and maintaining customer relationships, influencing strategic direction, acting as a trusted advisor, and engaging with CXOs and technology decision-makers. The consultant will evaluate customer cloud communication strategies, recommend solutions aligned with business and technical requirements, address deployment challenges, and ensure 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 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.
• 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 Experience and Skills

• 2-5 years of relevant experience.
• Analytical thinking and problem-solving: Ability to approach problems clearly, use data, and find solutions.
• Ownership and accountability: Capacity to take responsibility and follow projects through to completion.
• Communication: Ability to explain ideas clearly and listen to others across teams.
• Collaboration: Ability to work effectively with others and support team goals.
• Adaptability and learning: Capability to adjust to change and continuously acquire new skills or tools.
• Mentorship and knowledge sharing: Willingness to help others grow and share expertise.
• Resilience: Ability to maintain composure under pressure and handle setbacks constructively.
• Quality and attention to detail: Commitment to careful work and continuous improvement.
• Advocacy and innovation: Encouragement of best practices, efficiency, and new ideas.

Work Environment

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