[Hiring] Customer Solutions Architect @KlearNow.ai

Role Description

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.

• Build a deep understanding of how each customer runs their customs and trade operations.
• Design and refine platform configurations that fit customer workflows.
• Lead customer training and run technical business reviews alongside the Customer Success Manager.
• Advise customers on maximizing platform value as their volumes, lanes, and compliance requirements change.
• Own the technical understanding of issues, reproduce and isolate root causes, and communicate effectively with Engineering.
• Maintain customer confidence throughout issue resolution.

Core Responsibilities

• Customer Advocacy and Relationship Leadership:
  • Capture, structure, and prioritize customer feedback, feature requests, and friction points.
  • Represent the customer in product planning discussions, backlog reviews, and roadmap conversations.
  • 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.
  • Develop and deliver reusable technical collateral, POVs, and hands-on engagements tailored to customer needs.
  • Advise customers on platform configuration and best practices.
  • Collaborate with customers to identify 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 and renewal risk tied to technical issues.
  • Support Sales and Solution Consulting on technical questions for existing accounts.
• 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.
  • Align technical execution with account team strategy and customer success goals.
  • Drive escalations end to end, managing customer expectations on timelines.
  • Partner with Support on complex or repeat issues.

Qualifications

• 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.
• Ability to understand customer needs and provide thought leadership to influence and build trust.
• Excellent written and verbal communication skills.
• Proven experience delivering training or enablement to customer audiences of varying technical skill.
• Highly organized, self-directed, and comfortable operating with ambiguity.
• 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 customer expectations around model-driven output.
• Experience helping stand up a new function, playbook, or process from scratch.

Benefits

• $125,000 - $150,000 a year.
• Competitive base salary + variable compensation tied to retention and expansion targets.
• Equity participation.
• Remote-first work environment.
• Health, dental, and vision benefits.
• Professional development support including trade compliance and SaaS CS certifications.