Software & Solutions Engineer, CRM

Software & Solutions Engineer, CRM

Department: Customer Success

Location: Remote, Canada or US - Eastern Time Zone

Position Type: Full-Time, Permanent

Hours: Monday-Friday, 9AM-5PM

About the Role

Unbounce is seeking a dynamic and motivated Software & Solutions Engineer for our Customer Relationship Management software, Insightly CRM, to join our Professional Services team. The Software & Solutions Engineer role is a blend of Project Manager, Consultant, and Solutions Engineer. The Software & Solutions Engineer’s primary responsibility is to facilitate post-sale professional services between new/current customers and Insightly. You will scope and build custom projects for customers, delivering on time projects. Our technology stack features a low-code interface (Workato) as well as AWS Lambda functions, which you will be utilizing. We welcome candidates from either a technical or customer-facing background who have a combination of skills and experience in both.

What You’ll Be Doing

• Lead scoping/discovery calls with clients to document design requirements
• Prepare Statements of Work (SOW) and deliver to clients within SLA guidelines
• Project manage all projects from “kickoff call”  to UAT (user acceptance testing) and signoff
• Lead the implementation efforts for multiple projects in various phases of implementation
• Meet directly with client’s business users to communicate functionality of the software, and walk through the integration within their end-system
• Work with client’s technical team to facilitate the integration, communicate technical objectives and provide custom solutions
• Advise client on configuration and implementation options based on industry best practices
• Ensure that all implementation methodology deliverables are complete and on-time
• Generate timely project status, time, and expense reports as requested by management
• Provide customer support in local time zone and contributes to customer self-service tools

A Little Bit About You

• Possess a BA/BS in Engineering/IT related discipline and/or 2 years related experience
• 2+ years in a customer facing role
• Excellent written and verbal communication skills
• Detailed, organized, and have a sense of ownership
• Able to multi-task and perform effectively under pressure
• Flexible in picking up custom projects outside of comfort zone while working independently
• Proven ability to read, write, troubleshoot and debug code proficiently
• Have knowledge of software development fundamentals and data structures
• Hands-on technical familiarity interacting with APIs (REST and/or SOAP)
• Familiar with cloud platforms such as AWS Lambda, Azure Functions, or Google Cloud

Nice to Have, Not Required

• Experience managing custom AI Agents
• Experience working with SaaS products such as: Quickbooks Online (or other similar bookkeeping software), VoIP systems, E-Signature tools, etc.
• Knowledge of Ruby, C#, Node.js
• Front end development - CSS, HTML
• Understands Agile PM methodology
• Knowledge of security and authentication protocols such as SAML 2.0, Active Directory, OAuth, SSO, and third party providers such as Okta, Ping Identity, etc.. a plus

Share Our Values

• Customer First
• Bias for Action
• High Velocity Decision Making
• Value Individuality
• Results Focused

Compensation

Our compensation bands are designed to reflect how people grow in their roles. Each level includes three stages: Developing, Proficient and Expert, which represent increasing capa…