Client Solution Engineer for SaaS Company

Enrollment123; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

A leading company in the insurtech sector seeks a Client Solution Engineer who will engage with B2B customers throughout their lifecycle, ensuring optimal platform utilization. The role involves collaboration with clients and developers to address business needs, requiring strong problem-solving skills and a customer-centric approach.

Qualifications

• 2+ years in customer support/technical support in a software company.
• Experience in SaaS, B2B environments preferred.
• Proficient in Microsoft Office Suite and ticketing systems.

Responsibilities

• Provide ongoing support for business process improvements and technical issues.
• Educate customers on platform best practices.
• Manage communication between customers and developers.

Skills

Customer support

Technical support

Problem solving

Critical thinking

Communication

Education

College degree preferred

Tools

Microsoft Office Suite

JIRA

Job description

Client Solution Engineer for SaaS Company

Location: e123 is a Work From Anywhere company, and this role can be based anywhere in the US with the exception of PA, NE, IN, and IL.

Why join e123?
e123 has a powerful core insurtech platform that powers distribution management for hundreds of life and health insurance clients and drives over $1B in annual premium billings through a network of nearly 250,000 agents. e123 is in a unique position:

• Powerful and widely-used core product; premier position central to our industry
• Great growth opportunities with multi-million dollar challenges/opportunities faced by clients and prospective customers
• Deep company expertise in Insurance distribution networks
• Great company with a highly collaborative style and approach

Job Description:
The Client Solution Engineer will work directly with our B2B customers from on-boarding through the customer’s entire lifecycle while building long-term relationships. This position requires the ability to work with clients and other e123 team members to rapidly identify solutions to more complicated client business requirements and root causes of clientissues. This requires developing a deep understanding of our software solution and its intended uses, in order to instruct clients how they can get the most utility out of our platform. This position will also interface heavily with our developers in order to provide accurate specs that will solve clients’ business needs.

Responsibilities:

• Provide on-going support to our clients for both business process improvements and technical issues to ensure that customers are using our platform optimally, and the platform is working optimally, for their needs.
• Assess technical issues and identify solutions to these issues using creative problem solving.
• Educate and coach customers on best practices of our platform.
• Serving as a liaison between clients / client-facing support team members and internal technical staff members.
• Document new features or customizations and work with Development to implement and perform QA testing for each.
• Support on-boarding efforts that include configuration of our platform and capturing required customization.
• Working with customers by phone and online using collaboration tools, video chats, and desktop sharing.
• Proactively managing customers, anticipating potential pitfall issues and working to identify and prevent them.
• Passionately delivering superior client service.

Required Skills & Experience:

• 2+ years of customer support/technical support experience in a customer facing role within a software company, ideally in a SaaS, B2B environment.
• Critical thinking skills.
• Problem solving skills, ie, ability to troubleshoot on the fly. Understands how to capturebusiness requirements.
• Demonstrated ability to take initiative to proactively solve problems.
• Attention to detail.
• Comfortable working in a fast-moving, rapidly-evolving company and industry.
• Excellent written and verbal communication skills.
• Ability to manage communication between customers and developers. Must be proficient in Microsoft Office Suite.
• Experience with JIRA or a similar ticketing system is a plus.
• College degree preferred

Do you currently reside in the United States?*

Do you have 2+ years of customer support/technical support experience in a customer facing role within a software company?*