Overview

At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about Customer Experience. As part of the Vista Equity family, you’ll receive best in class development opportunities and the ability to work with customers like Google, Microsoft, Disney and Sprint.

We are extending our innovative team of Customer Experience experts who can lead differentiating peer-to-peer discussions with our Customers. This team will help Customers define their vision for their own Customer Experience, help craft the just right Khoros Professional Services packages to ensure Khoros software delivers on those Customer Experiences, and be the standard bearers for what it is to be a Khoros Customer. 

The Solution Architect will provide technical strategy and direction to ensure the Khoros platform aligns with, and meet the clients’ business requirements beyond the project/implementation focus of services today. This individual will provide industry best practices for integration and application development, deployment, and iterative refinement. The Solution Architect is viewed by the client as a trusted advisor and works with the customer from the buying process through the delivery of a long term, compelling value proposition. This is a new, challenging position and the successful candidate will be an adaptive, experienced, self-starter who is comfortable dealing with all levels of client management, partner, and contracted resources.This position requires someone who is quick thinking, flexible, creative, and analytical. The ability to research, learn and quickly leverage complex information to our Customers is a key component of this position.

This role is part of the Customer Success/Operations Team but will work broadly across the organization to collaborate and build processes and solutions required to craft exceptional Customer Experiences. We work closely with our Product partners to realize the full power of the Khoros platform and imagine what’s possible in the future. In particular, our most important partners are in the Sales organization. We will work together to acquire, serve, and delight customers. 

Responsibilities

• Work with the client to understand their current business issues and pain points; identify the desired solution architecture that will address the issues and pain points with Khoros technologies at the heart of that solution.
• Work with the client to build out their Care technical strategy and roadmap, enabling both quick wins and longer term strategic goals, leveraging Khoros technology.
• Conduct visioning sessions with key stakeholders to establish the blueprint for the solution; sessions will require intensive preparation, quick learning, strategic perspective, attention to detail, creativity, and excellent oral and written communication skills.
• Manage multiple solutioning projects at a time leveraging resources from key Khoros teams including other members of the Customer Experience team, Professional Services partners, and Product teams. 
• Guide the development, pricing, and pitching of comprehensive Professional Services approaches and engagements in support of architected solutions.
• Review and provide guidance on design and infrastructure blueprints, as well as proactively identify and communicate potential issues or risks.
• Maintain responsibility for Khoros Care solution architecture as delivered by Khoros professional services; provide input to the Khoros Product Development team regarding key features, solutions gaps, and desired enhancements.
• Partner with the Sales team to articulate customer requirements to Professional Services teams, ensure a smooth transition from Sales to Services, set the stage for a successful customer implementation of Khoros products, and establish the foundation for a long term differentiated Khoros Customer Experience.
• Partner with Sales representatives and other members of the sales team to respond effectively to issues and opportunities.
• Become an active, integral part of Sales strategy and execution.

Qualifications

• Significant technical and/or business process consulting or Enterprise Architecture experience and at least 3 additional years of Solution Architect experience for SaaS software.
• Expertise in Integration implementations, as well as industry expertise in high tech, manufacturing, consumer goods, or financial services.
• Extremely strong written and oral communication, negotiation, interaction management, and presentation skills are required.
• Innate intellectual curiosity about our product, our partners, and our competitors.
• Responsible self-starter with the ability to problem-solve and work in a fast-paced environment.
• Well-organized with an attention to detail and a proven ability to meet deadlines.
• Proficiency with Salesforce. 
• The position requires up to 50% travel in the United States and abroad (once practical); applicant must have a current passport.