Technical Solutions Consultant I

The Role, Technical Solutions Consultant I
-this position is for applicants located in Canada
-required working hours are 9am-5pm PST.

Overview: A Technical Solutions Consultant (TCS1) is intended to keep customers and partners happy and paying by driving product rollout, adoption and growth, helping them get the most value out of SiteDocs. A Technical Solutions Consultant’s primary goal is to rollout, ensure continuous engagement, and provide service to customers and partners who are utilizing any products, features or add-ons (including, but not limited to, Analytics, Workflow Studio, COR Audits, and API) that require professional services or support beyond the basic training and support provided by other teams. The bulk of the day-to-day work of a Technical Solutions Consultant will be to work closely with their team to ensure the delivery of various projects. Building, maintaining, and troubleshooting Dashboards or Workflows will depend on individual specialization and will be determined by the Manager of Technical Solutions and the individual TSC1.

Ultimately, a customer's success is defined by the ongoing renewal of their SiteDocs Products, and greater usage, value received, and dependency on all SiteDocs Products results in this success and expansion. Therefore, the Technical Solutions Consultant's efforts contribute significantly to the overall happiness of the customer and recurring revenue and upsell revenue goals at SiteDocs.

Your Most Important Initiatives:

Customer Happiness

1. Proactively works with customers to contribute to successful advanced-product(s) adoption by following provided processes and procedures and actively listening to customers’ unique needs and responding accordingly.
2. Works with customers who are not engaged with Analytics to help them receive maximum value in the product, thereby contributing to our Analytics and Workflow Studio retention goals.
3. Responds to and manages Zendesk support tickets and emails for customers.
4. Responds to and manages phone calls that come through their personal line or support line.
5. Train customers and partners on advanced SiteDocs features and products (including but not limited to Analytics, Workflow Studio, COR Audit Tool, and API) and how they can achieve ongoing success.
6. Hosting webinars related to both Analytics and Workflow Studio Integrations as required.
7. Works closely with Technical Solutions Consultant II’s by assisting and/or completing complex Dashboard or Workflow Studio builds as necessary.
8. Completes delegated requests from Technical Solutions Consultant II’s and other team members (company-wide) to build Dashboards in Analytics or Scenarios in Workflow Studio as necessary.
9. Provides Professional Services to customers and partners when requested (e.g. Building Dashboards in Analytics or Scenarios in Workflow Studio).
10. Addresses escalations coming from customer or partner issues and finds solutions for issues.
11. Collects product feedback from customers and documents in Trello.
12. Tracks activities and conversations with precision and efficiency in Salesforce.
13. Responds to general support tickets when there is capacity or help needed.
14. Provides assistance and support to other members of the Customer Success Team.
15. Provides timely and successful delivery of solutions according to customer needs.

Development

1. Provides assistance to the Development Team on various projects and acts as a liaison between Teams while representing the customer perspective.
2. Tests the product or specific features and functionality, when requested.

Revenue Generation, Renewals, and Sales Enablement

1. Ensures customers have a good experience to increase the potential of renewal.
2. Looks for customers who could benefit from Analytics or Workflow Studio and creates POCs for the Account Manager or Sales Executive team to present (attends meetings when requested).
3. Assists in creating POCs as required.
4. Looks for opportunities in the customer base to actively create Dashboards in customer accounts to demonstrate value to customers and increase engagement.

General

1. Provides suggestions on potential ways to improve processes, procedures, checklists, and other documentation.
2. Executes on special projects given by Customer Success Team leadership.
3. Contributes to a culture of team building and continuous improvement.
4. Attend regular meetings and other meetings as requested.

What You Bring:

1. Proven customer support experience (or other relevant experience).
2. Technical expert on SiteDocs products, features, add-ons and tools.
3. Demonstrated ability to communicate (verbal, written, and listening), teach, and present concepts with excellence.
4. Experience using iPads, tablets, smartphones, and device applications is a plus.
5. An aptitude for problem-solving.
6. Understanding of data analysis and information systems.
7. Proficiency in using (or the ability to quickly learn) software programs.

Our success is rooted in a wonderfully wholesome culture, best defined by our four overarching values:

1. Authentic Relationships - People are never a means to an end.
2. Continuous Learning - Test every assumption and never stay stagnant.
3. Interdependence - We build systems that require everyone to perform with excellence, we are a team, and we succeed or fail together.
4. Data Driven Decisions - Because wisdom requires understanding the facts of the matter, disputes between competing perspectives are resolved with data.

If you have any questions about your personal data privacy at SiteDocs, please visit our privacy page.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

If you need special assistance or accommodation while seeking employment with us, please email recruiting@gocanvas.com or call: (703) 547-8588. We are interested in every qualified candidate who is eligible to work in Canada. However, we are not able to sponsor visas.

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off. The expected compensation range for this position is about $60-$65k CAD annually. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location.

This role is a #LI-Remote opportunity.