[Hiring] Solution Expert @360Learning

Role Description

Our Solution Expert team plays a key role in supporting strategic customers in RUN phase, by acting as trusted advisors on complex use cases. Working closely with Sales, Product, and Customer Success, they analyze advanced client needs, challenge existing setups, and translate requirements into scalable solutions within the 360Learning platform.

You will manage a portfolio of customers throughout their lifecycle to drive product adoption and deliver tailored solutions beyond standard product capabilities. These large and strategic accounts have already deployed the platform and have a strong level of autonomy. They rely on your technical and functional expertise to lead complex integrations (APIs, flat files, third-party tools), redesign platform architecture, run solution audits, and provide high-level recommendations to maximize business impact and long-term value.

• Within 1 month, you will:
  • Become a Trello expert through our onboarding process
  • Understand our product offering through training
  • Master our platform and be able to support clients on basics requests through ticketing
• Within 3 months, you will:
  • Own your portfolio of 10 enterprise clients & leading up to 30 active projects simultaneously
  • Start to answer questions coming from your portfolio of clients
  • Support the Customer Success partner on functional and technical questions
  • Successfully implement integration (SSO, third-party tools), deliver technical expertise on how to integrate their learning platform to their technical environment & troubleshooting
• Within 6 months, you will:
  • Be able to pitch the value of the 360Learning platform
  • Develop repeatable and scalable processes to improve project quality and delivery
  • Support Strategic customers all along their contract from an expertise standpoint
  • Deliver Professional Services to our existing customers base
• Within 12 months, you will:
  • Onboard another Solution Expert
  • Contribute to our knowledge base to share best practices and lessons learned
  • Work with our partner ecosystem to strengthen the services proposed to our clients
  • Deliver platform audits to clients
  • Deliver professional services proposed in our Professional Service catalogue

Qualifications

• 3 years of professional consulting experience, preferably in a customer facing role (Level 2 or 3 support agents, Technical consultant, Technical Account Manager)
• Previous deployment experience of SaaS products, ideally HR related
• Project management skills
• Good understanding and experience working with APIs, SSO configuration & troubleshooting
• Solution-oriented, client-first mindset in everything you do
• Ability to adapt to your audience, flexibility in tackling a conversation with highly technical stakeholders, and reducing complexity to more common terms with less technical stakeholders
• Organized, structured, rational, analytical, able to manage priorities across multiple customer implementations
• Enthusiasm for our working environment explained here: Convexity360L

Benefits

• Compensation:
  • Pay structure includes base salary, variable incentive pay, and company equity 📈
• Benefits/Perks:
  • Comprehensive health insurance starting your first day of employment 🏥
  • RRSP contribution matching 🏦
  • Generous parental leave 👶
  • Professional development opportunities through our own platform 📚
• Balance:
  • We offer unlimited days of annual PTO 🌴
  • 5 days for sick leave 🤒
  • Holiday time in accordance with the Ontario Holiday Calendar 🗓
  • We are a remote-first organization and promote flexible work hours 🏠
• Diversity, Equity, and Inclusion:
  • We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact 🤝
• Corporate Social Responsibility:
  • Review our CSR Charter: CSR Charter 🌎🌏🌍
• Culture:
  • A framework that will help you make an impact - envision our way of working and our Convexity Culture: Convexity Culture
  • Find out more about the teams, product and processes: Teams and Processes 🚀👩🏻‍💻🏆

Interview Process

• Phone Screen with our Talent Acquisition Manager
• Discovery Meeting with a PS Team Leader
• Case Study Meeting with a PS Team Leader and a Solution Expert
• Clarification Meeting with our Sr VP of Professional Services
• Culture Fit Meeting with an Executive
• References / Offer!