Customer Solutions Architect
KlearNow.ai4 months ago
Base Salary
$125k - $150k/yr
Responsibilities
- Capture and prioritize customer feedback, feature requests, friction points, and solution gaps to influence product planning and roadmap discussions.
- Design and deliver customer onboarding, role-based workshops, administrator deep-dives, refresher training, technical collateral, and hands-on enablement.
- Advise customers on platform configuration, best practices, new use cases, and long-term adoption strategies.
- Partner with Customer Success Managers on account health, renewal risks, expansion opportunities, and technical validation.
- Lead technical discovery, solution design, scoping, and execution for customer growth opportunities.
- Serve as the primary technical liaison between customers and Product and Engineering teams.
- Own technical escalations end to end, including root-cause understanding, internal coordination, customer expectations, status communication, and resolution.
- Partner with Support on complex or recurring issues and help determine whether issues belong with Support or Engineering.
Requirements
- 6–10 years of experience in a customer-facing technical role such as solutions architect, solutions engineer, technical account manager, implementation engineer, or technical support engineer.
- Demonstrated ability to own technical escalations and coordinate resolution across Support, Product, and Engineering.
- Ability to understand customer needs and provide thought leadership that builds trust at multiple organizational levels.
- Excellent written and verbal communication, including explaining technical problems to engineers and business impact to executives.
- Proven experience delivering training or enablement to customer audiences with varying technical skill levels.
- Highly organized, self-directed, and comfortable operating with ambiguity in a newly defined role.
- Bachelor’s degree in a technical or business field, or equivalent practical experience.
- Preferred experience in customs brokerage, freight forwarding, trade compliance, logistics technology, customs entries, or global trade compliance.
- Preferred exposure to AI/ML-enabled products and setting customer expectations around model-driven output.
- Preferred experience establishing a new function, playbook, or process from scratch.
Categories
Solutions Engineering
About KlearNow.ai
KlearNow.ai builds a cloud platform that automates customs clearance and trade-document processing for licensed customs brokers, importers of record, and freight forwarders. Its AI/ML tools extract and structure shipment data, apply broker-configured rules, and streamline compliance workflows with customs authorities. Privately held and founded in 2018, the company is headquartered in San Jose, California.