Customer Solutions Consultant

About Unifonic

Recognized as a Great Place to Work®, Unifonic is a vibrant startup in the Communication Platform as a Service (CPaaS) sector, transforming business communications globally. Our dedicated team of over 400 professionals serve more than 5,000 customer-focused companies, thriving in a lively, creative, and cooperative atmosphere where innovation is encouraged. As shareholders, our team members are truly invested in our collective success.

Role Overview

The Customer Solutions Consultant position supports digital transformation efforts for clients through cloud communication technologies. Acting as the bridge between sales, engineering, and support, this role involves fostering strong, strategic relationships with customers, providing expert advice to executives, and helping clients assess and align their cloud communication strategies with business needs. The role also involves clearing deployment challenges to ensure smooth adoption and high customer satisfaction.

Key Responsibilities

• Serve as the technical intermediary linking Sales and Product teams during the sales cycle by assisting with solution design, proposals, quotes, and RFP responses.
• Develop expertise in Unifonic's conversational AI and omnichannel communication platform capabilities.
• Participate in sales meetings to understand customer pain points, objectives, and requirements, aiding in tailoring optimal solutions.
• Assist in escalation processes and advocate best practices to ensure effective utilization of Unifonic products by clients and internal teams.
• Create and deliver demonstrations and pilot projects showcasing Unifonic's value proposition.
• Provide timely and structured client feedback to Product Management, Sales, Support, and Development from practical business scenarios.
• Ensure smooth transfer of finalized deals to the Customer Success team with complete context regarding customer objectives and configurations.
• Support sales and account management teams with technical insights for upselling and cross-selling opportunities.
• Collaborate with cross-functional teams including Product, Support, and Engineering to close deals efficiently.

Qualifications and Experience

• Minimum of 2 years' experience in selling technical solutions, technical or solutions consulting, or customer-facing implementation within relevant sectors such as SaaS, CPaaS, or Telecommunications.
• Bachelor's degree in Engineering, Computer Science, or a related IT discipline.
• Proven ability to deliver positive customer experiences by matching products and services effectively to client requirements.
• Strong problem-solving skills to understand, troubleshoot, and translate customer needs into viable solutions.
• Excellent interpersonal skills comfortable with engaging diverse stakeholder groups and collaborating within virtual or cross-functional teams.
• Fluent in Arabic and English, with strong written and oral communication capabilities.

Technical Competencies

• Familiarity with cloud communication platforms including SMS, Voice, WhatsApp, and Email.
• Knowledge of REST APIs, JSON formatting, and webhooks for integration purposes.
• Understanding of SaaS and CPaaS business and technical models.
• Experience with solution architecture and conducting technical discovery.
• Hands-on knowledge of conversational AI and chatbot technologies.
• Capability in performing product demonstrations and delivering proof-of-concept pilots.
• Experience integrating CRM platforms and APIs.
• Skilled in technical troubleshooting and providing deployment support.

Professional Traits

• Analytical mindset with problem-solving abilities employing data-driven approaches.
• Strong sense of ownership and accountability to see tasks through to completion.
• Effective communicator who can clearly convey ideas and actively listen across team environments.
• Collaborative team player focused on collective success.
• Adaptable and eager to learn, capable of managing change while acquiring new skills and tools.
• Committed to mentorship and the sharing of knowledge to foster team growth.
• Resilient under pressure, maintaining composure and constructive attitude during setbacks.
• Meticulous with strong attention to detail and continuous improvement.
• Advocate for best practices, innovation, and operational efficiency.

Benefits

• Competitive compensation package with salary and performance bonuses.
• Participation in the Unifonic share ownership program.
• Annual entitlement of 30 vacation days after completing the first year.
• Paid birthday day off.
• Flexibility to work remotely from anywhere globally for up to 25 days annually.
• Paid parental leave provisions.