Solutions Engineer

Toronto, ON, Canada
Full Time
Entry Level
The Solutions Engineer plays a key role in the pre-sales process by partnering with Sales and Customer Success to deeply understand customer challenges and align solutions to their business goals. They will be responsible for demonstrating and articulating the features of Symend’s software product which are best suited for the needs of our customers, developing use-case solutioning, performing technical Symend product demonstrations, and supporting the development of financial business cases and owning the fulfillment of customer SOWs.

Duties and Responsibilities include:
  • Work as key member of our Sales team and help our existing and potential customers understand the Symend offering and use-case solutioning of the Symend platform:
    • This includes understanding the customer specific use-case and evaluate the feasibility of developing such use-case on the platform.
    •  Develop tailored demonstrations that focus on solving the customer’s most pressing challenges, using real-world examples and relevant data to illustrate value.
    • Own and build pitch decks/use-case documents to illustrate what and how the Symend platform can satisfy the use-case.
    • Anticipate and address customer objections by providing clear, well-supported responses and differentiating Symend’s offerings from competitors.
  • Own and lead deep-dive discovery sessions to uncover, quantify, and prioritize customer pain points, ensuring alignment with their key business objectives
    •  Deliver engaging, outcome-focused demonstrations that clearly show how Symend’s solutions address customer challenges and create measurable impact.
  • Help create concise technical documents, including proposals, solution overviews and RFP responses by:
    •  Build strong business cases that demonstrate financial and operational benefits, ensuring decision-makers clearly see the return on investment of Symend’s solutions.
    • Develop clear success KPIs for clients’ initial commercial contract including the population that they are targeting.
    • Complete the Data Engineering requirements + Dashboard requirements for the Business Case KPI
  • Win our customers’ trust, build credibility, and demonstrate expertise by sharing insights on the latest advancements in the industry, provide competitive insights and showcase Symend’s strategy, capabilities, and roadmap.
  •  Support customers beyond the sale by ensuring a smooth transition to implementation, tracking key success metrics, and reinforcing long-term value by working closely with product, development and operations.
  • Serve as the technical liaison between the sales and technology teams at Symend by:
    • Providing sales technical support to the Sales team, understanding the capability of the platform and provide solutioning through the platform.
    • Occasionally reach out to Product and Engagement Science team for review and support as needed.
  • Travel as needed to meet with existing and potential customers.
  • Occasionally attend trade shows and support marketing initiatives.
  • Work with product management and engineering teams to validate and support product roadmap discussions, sharing client product feedback for enablement:
    • Responsible for providing product/solution feedback to the Product and Engagement Science team.
    • Responsible for understanding *new* product capabilities in order to explain to clients.
    • Train sales teams and partners where necessary on product features and updates, and how this adds values to our clients.
  • Regular cross-border travel to meet with existing and potential clients is required.
     
Key Measures of Success:
  • Time to Pipeline progression (Discovery to POV)
  • Time to POV to Commercialization (Setting right expectation)
  • Value Engineering Effectiveness Score (self-contain value engineering effort to scale growth without delivery team involvement until contract signed)
Education:
  • Bachelor's degree in commerce, Business, Computer Science or Software Engineering.
Experience:
  • 2-3 years experience as a Solutions Engineer, managing multiple Enterprise clients, providing a high touch experience.
  • Experience in a managed service environment, start-up experience is an asset.
  • Previous experience in a sales or consultant role is an asset.
  • Experience with value-selling methodologies.
  • Previous experience selling to financial institutions, and understanding InfoSec and regulatory compliance requirements is an asset.
Key Competencies and Skills:
  • Ownership A self starter who takes the lead in driving client success—prioritizes what matters, follows through on commitments, and makes sure client needs align with company objectives and long-term strategy. 
  • Curiosity Ability to ask the right questions, challenge assumptions, and use data-driven insights to uncover trends and refine strategies.
  • Resilience Stay adaptable and solution-focused when faced with challenges. Identify root causes, think critically, and navigate solutions with confidence to keep engagements moving forward.
  • Collaboration Build strong, trust-based relationships with clients and internal teams by listening actively, aligning on solutions, and acting as a strategic advisor. Communicate complex ideas clearly to influence decision-making to both technical and nontechnical audiences. 
  • Client Advocacy Act as a client champion, ensuring their needs are understood and prioritized within the organization. Proactively address concerns, advocate for feature requests, and drive long-term customer success.
  • Business Acumen Understand client operations, financial drivers, and key success metrics. Identify growth opportunities and work with Sales to align value-based strategies.
  • Product Knowledge Strong technical understanding of a managed service platform, including foundational knowledge of coding and engineering concepts.  Ability to quickly develop deep expertise in Symend’s platform, bridging technical and business discussions to drive client adoption and value realization.
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