Who are we?
Whatfix is the #1 Digital Adoption Platform (DAP) for Enterprises. We are disrupting the way Learning content and Application Support is consumed. We provide large enterprises (Mostly Fortune 500 companies) with a SaaS platform that helps accelerate product adoption and reduce support/training efforts by providing Contextual and Step by step guidance inside any web application at the exact time a task is being performed. The product has redefined the way companies onboard, train, and provide support to users.
Our Solutions team is working with large enterprises spread across the North Americas (70%), European (20%), and ANZ (10%) regions. It is a very fast-paced group that is looking at growing to more than thrice its size by the end of this year.
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Solutions Engineer is a strategic and high-exposure role that will drive the use of Whatfix, being a trusted consultant to our customers by guiding them during the product's implementation and internally evangelizing on the diverse use cases of Whatfix implementation. You will drive the onboarding, product solutions, end-to-end implementation of the product, to deliver a seamless user experience.
Job will require a bit of coding, client interactions, and working with different teams to build the solution & deliver it in a short period of time.
This role has 3 layers to it -
Configure all features of the Whatfix application, groups and security settings in Whatfix and other EAS systems.
Leverage your vast knowledge and expertise across various Applications and Systems to define Blueprint for Whatfix Implementation in newer areas/applications.
Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements for the Whatfix platform.
Build and motivate the team to build reusable solutions that can be easily adopted and deployed by customers.
2. Technical Enablement
Strategically Configure, Test, Document, and educate Whatfix team members on system design to ensure long term success.
Pilot processes with the aim to directly influence the overall Product development and improve the way our customers use Whatfix
Drive existing and new product feature adoption across Customers.
Serve as the escalation point of contact for critical issues, for customer concerns relating to technical issues and coordinate with Professional Services, Engineering, and Product teams.
Enable the CSMs, Support & Implementation teams from a technical standpoint, to help them meet their SLA requirements (Bugs, Troubleshooting)
Ensure Application Analysis and technical reviews are happening at the right time, within SLA.
3. Technical Account Management
As a part of the Customer Success team, you will work with our Customer Success Managers and customers as Technical Owner to strategise on business objectives and implement Whatfix solutions to achieve them.
During execution consult/ advise/ participate on calls with client's IT stakeholders (Heads, Leads or senior technology folks), traveling to client locations as needed.
Work cross-functionally in collaboration with different departments, including Product, Engineering, Professional Services, Support, and Marketing to address issues, questions and requests.
Build a relationship with the key customers, by engaging with the key stakeholders and technical leadership, on calls and in person.
What are we looking for?
Has preferably worked in Product based or Consulting companies for International customers
Comes with a work experience of 6+ years
Demonstrates the ability to collaborate with internal and external stakeholders while dealing with complex situations
Should be flexible to work in the EU (1 PM to 10 PM IST) or US (5 PM to 2 AM) time zones.
What sets us apart from the rest?
With many Fortune 500 companies already onboard as customers, Whatfix has been named among the top 20 B2B tech companies alongside the likes of Adobe, PayPal, and Cisco.
The kind of elite customer base that we have, despite being a mid-sized Indian company is simply unheard of!
With YoY revenue growth of over 300%, we have also been recognized among the top 20 fastest-growing SaaS companies worldwide in the SaaS 1000 list
We have also been recognized by Gartner as a Global Market Leader in the digital adoption space, and listed by LinkedIn amongst one of the Top 5 startups in India!
Our Customer centricity is evident from a Customer rating of 4.7+ on platforms like G2 Crowd & Gartner Peer Insights
This is what our investors have to say - SoftBank || Sequoia || Stellaris || Cisco || Eight Roads || Helion Ventures
We don't believe in keeping the applicants hanging and give very high importance to closing the loop irrespective of the outcome of your application. In case you don't hear from us within 7 days of applying for this role, please reach out to Remya R Pillai on LinkedIn
We are an equal opportunity employer and value diverse people because of and not in spite of the differences. We do not discriminate on the basis of race, religion, color, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status, or disability status