Role Summary

The Customer Solutions Architect is a new, purpose-built role in the Customer Success organization, part solutions architect, part solutions engineer, part trusted advisor. This person is the technical face of KlearNow to our customers, and the customer's advocate inside our Product and Engineering teams.

Most of the work is proactive and consultative. The Customer Solutions Architect builds a deep understanding of how each customer actually runs their customs and trade operations, then designs and refines platform configurations that fit those workflows. They lead customer training, run technical business reviews alongside the Customer Success Manager, and advise customers on how to get more value from the platform as their volumes, lanes, and compliance requirements change. 

They own the technical understanding of the issue, reproduce and isolate root cause, translate it into terms Engineering can act on, and stay with it through resolution keeping the customer informed and confident throughout, and making sure they understand what changed and why.

This is a high-leverage, high-visibility role for someone who is equally credible in a debugging session and in front of a customer's VP of Supply Chain/Trade Compliance. 

Core Responsibilities 

Customer Advocacy and Relationship Leadership

• Capture, structure, and prioritize customer feedback, feature requests, and friction points; maintain a clear view of what customers need and why.

• Represent the customer in product planning discussions, backlog reviews, and roadmap conversations with data and specific examples.

• Demonstrate value realization of KlearNow solutions through ongoing customer engagement and success planning.

• Relay customer feedback, technical blockers, and solution gaps internally to influence product direction. 

Customer Enablement and Training

• Design and deliver platform training for new and existing customers including onboarding sessions, role-based workshops, admin deep-dives, and refresher training after releases.

• Develop and deliver reusable technical collateral, POVs, and hands-on engagements tailored to customer needs. 

• Advise customers on platform configuration and best practices so their setup reflects their actual operational workflows.

• Collaborate with customers to identify net-new use cases and align the KlearNow platform with long-term strategies.

Solutions Design and Cross-Functional Partnership

• Partner with Customer Success Managers on account health, renewal risk tied to technical issues, and expansion opportunities that require technical validation.

• Support Sales and Solution Consulting on technical questions for existing accounts, including scoping for expansions.

Technical Liaison and Issue Resolution

• Serve as the primary technical point of contact between assigned customers and internal Product and Engineering teams.

• Lead technical discovery, solution design, and scoping to advance identified growth opportunities that lead to an increase in ARR.

• Align technical execution with account team strategy and customer success goals, ensuring long-term platform expansion. 

• Drive escalations end to end: own the internal follow-through, set and manage customer expectations on timelines, and communicate status until closure.

• Partner with Support on complex or repeat issues, and help define when an issue belongs in Support versus Engineering.

Required and Preferred Qualification

• 6–10 years in a customer-facing technical role: solutions architect, solutions engineer, technical account manager, implementation engineer, or technical support engineer.

• Demonstrated ability to own technical escalations and coordinate resolution across Support, Product, and Engineering.

• Demonstrate ability to understand customer’s needs and provide thought leadership to influence and build trust at multiple levels. 

• Excellent written and verbal communication. Able to explain a technical problem to an engineer and a business impact to an executive in the same day.

• Proven experience delivering training or enablement to customer audiences of varying technical skill.

• Highly organized, self-directed, and comfortable operating with ambiguity in a role that is being defined as it is built.

• Bachelor's degree in a technical or business field, or equivalent practical experience.

Preferred Qualifications

• Domain experience in customs brokerage, freight forwarding, trade compliance, or logistics technology. Familiarity with customs entries and global trade compliance.

• Exposure to AI/ML-enabled products and how to set customer expectations around model-driven output.

• Experience helping stand up a new function, playbook, or process from scratch.