Solutions Architect, Musiio by SoundCloud
Description
SoundCloud is a next-generation music entertainment company powered by an ecosystem of artists, fans, and thriving communities. As one of the world’s most influential cultural platforms, SoundCloud holds a singular market position as both a music-streaming service with the largest catalogue of music, and an artist services and distribution business to help artists grow long-term, successful careers.
We are looking for a Solutions Architect to join the “Music Intelligence” team (Musiio By SoundCloud).
Key Deliverables
- The Solutions Architect role will support the Musiio by SoundCloud sales team with new and existing customers using our technology all around the world. You are friendly, empathetic and passionate about fully understanding our clients’ priorities and problems and thrive on being their technical point of contact
- You will use your knowledge of our artificial intelligence technology, API solutions and range of products to ensure we deliver a slick and smooth service to match the world class level of our technology
- You can work at pace and to the highest standard. You can manage many projects at the same time and you are able to manage your own workload without requiring a lot of guidance
- As well as servicing our clients, you will have a keen eye on improving our workflows and will aim to solve any frequent problems, bottlenecks and/or pain points with automation, content/documentation and technical support
- Your focus will be on taking the client from sale to integration in the simplest, smoothest and most efficient way possible. You will quickly address customer issues, be there for them as a technical point of contact and support their full onboarding and after care journey
Key Responsibilities
- Responsible for driving and managing the technical pre-sales/post-sales process, the successful candidate must be able to articulate the company's technology and present to both business and technical users in a clear way. This includes setting up custom integrations requiring hands-on coding
- Attend meetings (alongside sales) with potential clients to assist, support & determine technical and business requirements, and ensure that all necessary information is collated accurately on the road to closing a sale
- You will be accountable for all technical questions from customers at every stage
- You will provide technical solutions in a professional manner and to agreed timeframes
- You will strategically develop our collaterals (with our sales and marketing team) to fill in any gaps in knowledge and understanding of our product
- You will improve customer satisfaction by being a “safe pair of hands” for any technical conversations in the lead up to, or after signing
- You will work on automations to free up the sales team to do more (Hubspot)
- You will speak openly with customers to understand where there may be any misunderstanding and will feed this back to the sales/marketing team for future content and build a knowledge base for any and all FAQs
- Assist commercial team with ongoing efforts to manage existing customer relationships
- Applies an in-depth understanding of internal tools for documentation to help us continuously improve our offering
- Organized and analytical, able to eliminate sales obstacles through creative and adaptive approaches
- Serve as a technical manager, knowledge resource and escalation point of contact for all customers
- Strive towards creating a holistic sales system which ensures all data and information is stored and the sales team isn’t doubling up on work or losing anything
- Troubleshoot customer’s issues providing recommendations for tech solution.
- The ability to take complicated products and services and present them easily to customers is an essential skill required for this role
- Provide feedback on issues with current products and provide input around improvements.
- Responsible for all client data in Hubspot, ensuring all relevant data is kept up to date.
- Provide weekly progress reports in all tasks to your direct manager
Requirements
Candidate Profile
- 3+ years relevant career experience, with 2+ years of experience in SaaS customer success preferred
- 2-3 years of experience writing code in a typed language (e.g. Go/C++/Java)
- Good understanding of Git workflow and public Clouds (Google Cloud, AWS, Containers, Kubernetes)
- Experience with CRM systems (Hubspot highly preferable)
- An understanding of API integrations, how they work and the ability to speak authentically on the subject with customers
- Experience working with clients in the technology or SaaS industry
- Ability to quickly understand client needs and articulate solutions clearly
- Proven track record of customer success in a dynamic, start-up environment preferred
- Ability to manage large and small projects concurrently
- Efficient multitasking and prioritization skills and must be self-organized and motivated with the ability to work independently
- Flexibility to adapt/pivot with the demands of the business. Ambiguity is a key skill
- Good written, verbal and presentation skills and can switch between non-technical and technical language with ease
- Good listening skills
This job has expired but you can still explore other open positions from the same company or find new ones from our amazing selection.
SoundCloud
Discover more jobs
SoundCloud is the world’s largest open audio platform, powered by a connected community of creators, listeners, and curators on the pulse of what's new, now and next in culture. Founded in 2007, SoundCloud empowers the world’s audio creators with the best tools, services, and resources to build and grow their careers. With over 200 million tracks from 20 million creators heard in 190 countries, what’s next in music is first on SoundCloud.