Solutions Engineer - FreeWheel

Job Description

Job Summary

Reporting to the Manager, Client Solutions, this role is a primary point of contact for their client(s) and will use their skills and knowledge to help the client improve their time to value and return on investment for our products and services. They manage the implementation and optimisation of our software and services, collaborating with other functions across FreeWheel to bring new technology to market, from Go-To-Market strategy to general acceptance ensuring all of our products have a best-in-class solution fit. They will work as part of a global team that can be deployed on global, regional and/or local opportunities as required.

Job Description

Responsibilities

Product Implementation

• Hold your client’s hand through product implementations, using your expertise to help them shorten time to value and maximise return on investment, working closely with the Project Manager
• Consult with clients to understand their needs, processes, technical and business requirements to determine the best solution design
• Lead the design, system configuration, testing and delivery of our software solutions
• Partner with commercial teams by consulting on new opportunities, analysing business and/or technical needs and assessing solution fit for clients
• Work with Product and Engineering through the product lifecycle to ensure that products meet agreed market & client requirements and tools are provided for an effective and efficient implementation and support provision
• Actively verifies that solutions are implemented as designed by establishing quality controls with effective and efficient processes
• Collaborate with other Solution Engineers globally to develop our Solution Engineering best practices and processes, demonstrating a continuous improvement mentality

Client Management & Engagement

• Become the primary client liaison and manage account servicing priorities and issues
• Collaborate with the commercial team to define and execute annual and quarterly account plans
• Manage your clients post implementation projects and service optimisations, regularly reporting on all service provision. These can range from process related projects to more technical based projects
• Own service engagement for your client running Service Reviews, User Forums and Clinics to grow strong relationships and stay close to their needs and sentiments
• Communicate the value of Freewheel’s roadmap and showcase new capabilities to illustrate how they meet your client’s needs
• Be a proactive and responsive client voice to ensure all Freewheel functions deliver sustained value for your market and client
• Track usage and key feature adoption health so you can help your client optimize their system use

Training

• Manage and deliver your client’s Freewheel Academy learning content in close coordination with the Knowledge Management and Training team

Support

• Provide support for clients during and post-implementation until solutions are stable
• Hand over support to Global Support by providing effective documentation and upskilling
• Collaborate with Global Support to analyse and solve recurring issues with systemic or process orientated improvements

About You

• We are looking for someone that is client-centric, naturally inquisitive and an exceptional communicator.
• We expect someone who has a solid technical background in SaaS and loves to creatively solve system or business process problems
• You care deeply about delivering quality and value for clients and act as a strong internal advocate, developing relationships with clients and internal teams built on the trust earned through quality delivery
• You favour scalability and process governance and so have the discipline to implement intelligent and standardised processes as you go, rather than needing to re-solve the same problems time and again
• You enjoy being hands on with our software and tools, configuring functionality and manipulating datasets to meet client needs
• You are an extremely well organised and structured thinker

While these characteristics will outweigh any specific technical skills, the successful candidate should have:

• Experience in digital media, specifically within media agencies and/or servicing them in a similar role
• Strong understanding of the advertising industry especially the goals of demand side media agencies and advertisers
• Excellent presentation aptitude with strong client-facing communication skills; ability to explain technical capabilities to CEO’s and CTO’s, but also understands programming and networking concepts and terminology
• Technical acumen in implementing/ optimising SaaS solutions and manipulating data using a variety of tools, such as SQL Server, Postman, Azure portal and technical understanding of API’s via Python/ JavaScript (JSON) etc

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

2-5 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.