Apply on Employer Site

Omnea · 3 days ago

Client Solutions Engineer

New York

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Omnea is a company focused on transforming enterprise procurement processes through an AI-native platform. They are seeking their first Client Solutions Engineer to bridge the gap between Product and Customer teams, ensuring customer needs are met while helping to shape the future of procurement.

Artificial Intelligence (AI)B2BProcurementSoftwareTransaction Processing

Responsibilities

Be part of the “SWAT Team” for complex solutions at Omnea

You’ll help the Customer team accurately digest customer requirements, overcome technical barriers, refine complex configurations, and tackle integration challenges to ensure a seamless Omnea implementation. You’ll also assist the Commercial team by rapidly creating solutions for sophisticated demos

Serve as our first line of defense for customer requests and issues

You'll provide an unreasonable level of support to help our customers achieve their goals - even when those goals extend beyond direct use of our platform - in order to drive positive emotional sentiment across the customer base. You’ll help own Customer Experience, managing the delivery and prioritisation of Eng support tickets

Be the vital link between our customers and the product roadmap

You'll collaborate with the Omnea Product team to share feedback and insights from customer interactions, helping shape future product development. This involves working closely with them to prioritise, scope, and deliver features that reduce churn and drive upsell, informed by a thorough analysis of Customer asks. You'll also assist with writing Product tickets to define engineering requirements and manage their delivery

Become the go-to source of knowledge about the Omnea product within the company

You'll accurately and diligently record observations and thought processes to maintain a deep understanding of Omnea’s architecture, setup, and capabilities - allowing you to effectively communicate with both technical and non-technical audiences, internally and externally

Create the “source code” for doing things excellently in our team

You’ll lead continuous improvement efforts for our internal tools and processes, to ensure we are exceptional and efficient at what we do. This includes helping develop and refine the Omnea Knowledge Repository, managing our Product Accreditation, and creating Customer Training/Support materials. You’ll also produce and maintain technical materials to assist with Customer implementations and project work (Onboarding Workflows, Workflow Templates, Form Templates, Technical Documentation)