Key Responsibilities
Solution Architecture & Client Advisory
- Partner with clients to understand business requirements, operational pain points, and desired outcomes.
- Design solution approaches that align the company's SaaS capabilities with the client's operational and technical needs.
- Provide subject matter guidance on system capabilities, workflows, integrations, and solution fit.
- Support pre-sales and post-sales discussions by explaining product functionality and implementation considerations.
Client Implementation Support
- Work closely with implementation, product, and support teams to ensure successful onboarding and deployment.
- Review client requirements, data structures, process flows, and configuration needs.
- Assist with system setup, workflow mapping, migration planning, and validation of solution design.
- Support issue resolution during implementation and ensure blockers are escalated appropriately.
Partner and Stakeholder Engagement
- Act as a key point of contact for strategic clients, partners, or implementation stakeholders.
- Translate complex technical or functional concepts into clear, practical recommendations.
- Maintain strong working relationships with internal departments including sales, product, customer success, and engineering.
- Ensure client expectations are managed professionally throughout the engagement lifecycle.
Solution Governance & Best Practice
- Recommend standardised solution approaches and best practices for SaaS deployment.
- Identify risks, gaps, dependencies, and change impacts early in the process.
- Support documentation of solution designs, configuration decisions, and implementation notes.
- Contribute to continuous improvement of delivery frameworks, templates, and playbooks.
Process Improvement & Enablement
- Support internal initiatives to improve solution design processes and delivery consistency.
- Share client feedback and market insights to inform product enhancement and roadmap discussions.
- Contribute to knowledge transfer, training materials, and partner enablement efforts.
- Perform other related duties as assigned.
Qualifications / Requirements
- Diploma or Degree in Information Systems, Business, Computer Science, Engineering, or related field.
- 3-6 years of experience in SaaS, solution consulting, technical implementation, customer success, or application support.
- Strong understanding of SaaS platforms, workflow design, and client-facing solution delivery.
- Experience working with cross-functional teams including sales, product, implementation, and support.
- Ability to analyse business requirements and translate them into practical solution designs.
- Strong communication, stakeholder management, and problem-solving skills.
- Experience with HR tech, payroll, ERP, CRM, or enterprise SaaS solutions is an advantage.
- Able to manage multiple client projects and priorities in a fast-paced environment.
