Solutions Architect
Chicago, IL / San Francisco, CA
Customer Success /
Full-time /
Hybrid
Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life.
Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and PagerDuty. Front has received numerous Great Place to Work accolades, including Y Combinator's list of Top Companies in 2023, #4 on Fortune’s Best Workplaces in the Bay Area™, Inc. Magazine's 2022 Best Workplaces list, Forbes Best Startup Employers 2022 List, and Best workplaces for Millennials 2022 list.
Front is looking for a Solutions Architect to join a world-class Solutions & Services organization. As a Solutions Architect, you’ll develop deep technical product expertise and play a critical role in defining, designing, and implementing creative product solutions that expand the reach of Front’s platform to connect and interface with 3rd party applications and systems.
The Solutions Architect partners closely with relationship managers as part of an account team, serving as the technical point of contact for our largest and most strategic customers. In addition, the team works cross-functionally with a variety of internal stakeholders across the business. On any given day, you could be strategizing with a relationship manager on feature adoption for top customers, presenting ROI to a room full of C-level executives, writing up a product spec for a professional service engagement, partnering with product to influence how we build new features, or leading the latest webinar in front of a virtual audience.
Customers are unpredictable by nature, therefore, a successful candidate needs to be able to thrive in an environment that’s more dynamic than most. If you’re excited by the idea of helping customers maximize and realize value, this just might be the role for you!
This is a hybrid role, expected to be in our San Francisco/Chicago office on Tuesdays and Thursdays.
What will you be doing?
- Understand Front’s API inside and out so you can come up with creative solutions and confidently guide customers through them.
- Partner with relationship managers to engage with our top customers and ensure they maximize the value they’re receiving from Front to prevent churn and contractions.
- Gather and anticipate the long-term technical needs and potential roadblocks for our strategic customers and provide feedback to influence product direction.
- Find opportunities for customers to integrate Front more deeply in their tech stack and collaborate with them to make it a reality.
- Work closely with Front’s Success Services and a third-party engineering team to build custom solutions for customers.
- Facilitate growth and expansion opportunities through value-based product demonstrations.
- Manage technical escalations and projects alongside the account and relationship management teams.
What skills & experience do you need?
- 2-3 years of solutions architecture, engineering, or consulting experience, preferably at a SaaS company with complex workflow automation products (think Mulesoft, Zapier, Workato, Tray.io, etc).
- Strong understanding of software design principles and architecture patterns.
- Experience developing and implementing custom solutions between multiple platforms with available API endpoints.
- Proven ability to work independently and as part of a team, collaborating with sales and support teams, preferably in an enterprise SaaS capacity.
- Excellent communication skills - written and verbal.
- Builder’s mindset - as a growing function, processes aren’t always defined, you should be excited to pave new roads through trial and error.
- Bonus: A working knowledge of relevant technologies, including Email, Ticketing Systems, SMS, CRMs, IDPs, ERPs, & ETL.
This is a hybrid role, expected to be in our San Francisco/Chicago office on Tuesdays and Thursdays.
The estimated total on-target earnings (OTE) compensation range, with an 80/20 split, for this role is as follows:
San Francisco: $121,500 - $144,600
Chicago: $103,300 - $122,900
Individual compensation packages are based on factors unique to each candidate, including job-related skills, experience, qualifications, work location, training, and market conditions. At Front, we take a market-based approach to pay. In addition to cash compensation (base salary, which may include commissions or overtime pay where applicable), Fronteers are eligible to receive equity in the company. This resource will provide additional information on our location zone designations. If you have questions, please contact a member of our recruiting team for additional information.
What we offer
✨ Competitive salary
🤝 Equity (we are post-series D & backed by some of the best VCs in the US)
🏥 Private health insurance fully covered by Front
💪 Flexible Fridays - learn more here!
🏡 Flexibility to work from home 3 days/week (unless posted as a full-remote role)
🛋 Mental health support with Modern Health
🍼 Family planning support with Maven
Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. By applying, you acknowledge and agree that you have read and understand the California Recruiting Privacy Notice.
