Solutions Engineer - AI-Driven Customer Success

Socket.dev

Ottawa

On-site

CAD 79,000 - 91,000

Full time

7 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Flexible work hours

Benefits coverage from Day One

Three weeks vacation

Wellness reimbursement

Professional development support

Career growth opportunities

Great culture in Kanata North TechPark

Job summary

DistillerSR Inc. is seeking a Solution Engineer to serve as the functional and technical lead for solution project delivery and ongoing customer success. You will guide deployment, optimization, and integration of DistillerSR solutions, build strong client relationships, and drive product adoption across a global customer network.

The role requires excellent communication, technical acumen in APIs/LLMs, and experience in SaaS or software delivery. Travel up to 15% is expected.

Qualifications

University degree or college diploma with a concentration in Computer Science, Information Systems, Business, Commerce, or equivalent experience.
Minimum of two years of relevant experience in software implementation, consulting, or account management.
Excellent communication, presentation, facilitation, time management, and interpersonal skills.
Strong technical skills, including an understanding of API, LLM, & MCP technologies.
Strong client relationship skills with a proven ability to manage expectations and drive adoption.
Experience defining and documenting business processes and transaction flows.
Experience configuring business logic in a web-based platform (no programming skills required).
Working knowledge of the software delivery life cycle.
Experience conducting quarterly business reviews or ROI assessments with customers.
Demonstrates professionalism in a customer-facing role.
Strong cross-functional collaboration skills
Well-developed computer skills, including proficiency with Microsoft Office and Google Workspace tools.

Responsibilities

Act as a trusted technical advisor, providing expert guidance and hands-on assistance in deploying, managing, and optimizing our software solutions.
Build and maintain strong relationships with assigned named accounts to drive long-term customer success and value.
Manage multiple projects, accounts, deadlines, and milestones over extended project durations.
Facilitate and lead requirements-gathering workshops and document solution designs.
Guide the configuration of DistillerSR software solutions to employ best practices that will enable customers to successfully maximize adoption, ensuring they get the highest level of value from the product.
Configure DistillerSR to satisfy client-specific business processes, rules, and functional requirements.
Lead business requirements for integration, data conversion, and complex business logic.
Verify fully configured solutions to ensure expected results and alignment with customer objectives.
Support client User Acceptance Testing, issue triage, and resolution during solution delivery.
Design and implement AI driven workflows within DistillerSR and LLMs.
Provide ongoing knowledge transfer to client project team members throughout the project lifecycle.
Analyze customer usage data to identify opportunities for increasing product adoption and optimizing business processes.
Conduct regular customer check-ins to ensure customer satisfaction, identify risks, and develop action plans to mitigate churn.
Track, communicate, and elevate critical client concerns internally while mobilizing resources to find solutions.
Conduct quarterly ROI meetings with customers to assess value delivered and identify areas for improvement.
Collaborate cross-functionally with Sales, Marketing, Product Development, and other departments to drive product adoption and revenue protection.
Act as the highest level of expert on the product internally, and advise other departments when they need a deep understanding of an issue.
Maintain expertise in DistillerSR's product and domain offerings; work closely with the product team to advocate for customer-driven product decisions.
Participate in continuous improvement initiatives and assist with drafting services-related policies, procedures, and work instructions.
Identify opportunities for product expansion within customer accounts and pass those on to the Account Executives if additional licensing is needed to support it.
Ensure customer satisfaction through product knowledge, technical expertise, responsiveness, and professionalism.
Ability to travel internationally, up to 15% of the time.