Note: This is a fully remote position, open to applicants based in Ontario
Role OverviewAs a Solutions Engineer you will be the consistent day to day technical contact for our customers. Your role is to build trusted relationships ensuring our customers achieve their strategic goals with Gatekeeper.
You will be acting as the trusted expert for handling configuration tasks, managing technical actions, and guiding customers from implementation through their long-term journey for a portfolio of accounts. In the process, you'll build deep product expertise and customer knowledge whilst gaining valuable mentorship from a Senior Solutions Engineer.
You will own the customer's phased implementation, consulting on their business processes translating them into efficient workflows configuring core features to drive immediate usage and meet key goals. Beyond the initial setup, you'll guide them through their full adoption journey, proactively updating their workflows incorporating new AI and automation features and identifying growth opportunities raising expansion leads. Your goal is to maximise value, secure renewals, and transform the way they manage compliance, risk, and supplier relationships, powered by Gatekeeper's AI-first platform.
Key Responsibilities- Partner with the Senior Solutions Engineer and Account Director to manage a portfolio of established customers, acting as their key technical point of contact.
- Take ownership of the full customer journey, guiding them from implementation to long-term success and ensuring phased implementation metrics are met and adopted.
- Manage day-to-day technical actions, including configuration requests, workflow configuration updates, user permissions, and data updates.
- Help customers translate their business processes into efficient Gatekeeper workflows.
- Act as the first line of technical support for your customer portfolio, troubleshooting issues and collaborating with the wider Gatekeeper team to ensure fast, effective resolutions.
- Build deep relationships with your portfolio to understand their business processes, strategic goals, and usage requirements.
- Be the voice of your customer, championing their needs and suggesting Gatekeeper functionality enhancements.
- Proactively monitor customer health and usage, identifying opportunities for optimisation from product releases and raising any engagement or usage risks to the Senior Solutions Engineer.
- Track key success metrics such as Time to First Value for your customers inline with the phased implementation approach.
- Meticulously document customer configurations and key interactions to ensure transparency across Gatekeeper colleagues.
- Identify and surface expansion opportunities based on deep customer knowledge and pass them to the relevant Account Director.
- Support the renewal process by preparing data for strategic business reviews, demonstrating long-term value, and highlighting key platform engagement.
- Stay curious and up to date with new product releases, best practices and AI advancements.
Requirements- 2+ years of experience in a customer facing technical role (like Technical Support, IT, Junior Implementation, or similar) supporting SaaS implementations.
- You have a genuine passion for helping customers succeed and an interest in learning about SaaS customer success models.
- Experience in achieving implementation milestones including driving Time to First Value and delivering success criterias.
- Analytical minded, love learning new software, configuration management and comfortable helping customers with data mapping and migration.
- Genuine interest to explore new AI advancements, a commitment to learning how to leverage AI tools, and are actively seeking how it can evolve your work.
- Natural problem-solver with exceptional attention to detail. You're organised and have experience supporting technical projects, tracking time, reporting on progress, and identifying risks.
- Clear and professional communication skills (verbal, video, and written) and are comfortable in customer-facing interactions and documenting business processes.
- Excited to build a career in customer value, eager to learn from a senior team member, and thrive in a fast-paced, collaborative environment.
Nice to Have- Experience with Vendor Management or Contract Lifecycle Management (CLM) platforms.
Benefits- 100% remote working: no offices and no commute
- Generous paid vacation allowance
- Comprehensive benefits package including:
- Private Medical & Dental cover
- GRSP Matching
- Employee Assistance Program
- Learning & Development opportunities for lifelong learners
- Technology: we provide everything you need to do your best work
- Gatekeeper for Good: Match funding to support non-profit organisations in your local community
- Gatekeeper retreats
- We live by our company vision and values. If these ring true and if you're a customer-focused professional passionate about growing and retaining high-value accounts, we'd love to hear from you!
Gatekeeper offers a diverse and multicultural working environment, currently spanning 15 countries. We respect each other's differences and welcome candidates from all backgrounds.
Apply now to join Gatekeeper in our exciting journey of growth and innovation. Please note, this role is likely to involve some national and international travel.
