Customer Solutions Consultant

About Unifonic and the Role

Unifonic is a CPaaS (Communication Platform as a Service) company focused on business communication solutions. The company employs over 400 individuals dedicated to serving more than 5000 customer-centric companies. This full-time Customer Solutions Consultant role is based in Riyadh, Riyadh Province, and involves driving digital transformation through cloud communication.

Role Overview

The 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 to CXOs and technology decision-makers. Key activities include evaluating 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 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

Candidates should possess 2-5 years of relevant experience. The role requires individuals who demonstrate strong analytical thinking and problem-solving abilities, approaching issues clearly and using data to find solutions. Candidates must exhibit ownership and accountability, taking responsibility and following projects through to completion.

Key Character Traits

• Communication: Ability to explain ideas clearly and listen to others across teams.
• Collaboration: Capacity to work effectively with others and support team goals.
• Adaptability and Learning: Readiness 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 remain calm 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.

The Sales Team Environment

The Sales team at Unifonic focuses on driving revenue while acting as trusted consultants to customers. The team comprises experts in account management, business development, and customer service, working closely with other departments to ensure products and services meet customer needs.