Customer Solutions Consultant

About Unifonic

Unifonic is a CPaaS (Communication Platform as a Service) company focused on business communication. The team consists of over 400 individuals dedicated to serving more than 5000 customer-centric companies. Unifonic fosters a collaborative work environment that encourages creativity and new ideas.

The Role of Customer Solutions Consultant

As a Customer Solutions Consultant based in Riyadh, Riyadh Province, you will assist customers in achieving digital transformation through cloud communication. This full-time role involves leading collaboration with virtual teams including sales, engineers, and support resources. The position requires 2-5 years of experience. You 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, evaluating cloud communication strategies, recommending solutions aligned with business and technical requirements, removing deployment roadblocks, and ensuring successful adoption while driving 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 help clients and internal teams use Unifonic's products effectively.
• Build and deliver product demos 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 Qualifications

• Ability to create a positive customer experience by matching product/service offerings to customer 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: approaching problems clearly, using data, and finding solutions.
• Ownership and accountability: taking responsibility and following projects through to completion.
• Communication: explaining ideas clearly and listening to others across teams.
• Collaboration: working well with others and supporting team goals.
• Adaptability and learning: adjusting to change and continuously acquiring new skills or tools.
• Mentorship and knowledge sharing: helping others grow and sharing expertise.
• Resilience: maintaining composure under pressure and handling setbacks constructively.
• Quality and attention to detail: performing work carefully and striving for improvement.
• Advocacy and innovation: encouraging best practices, efficiency, and new ideas.

The Sales Team

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, who work closely with other departments to ensure products and services meet customer needs.