Enterprise Customer Solutions Manager Customer Success

Overview

Ometria is searching for a Senior Solutions Architect to join our Sales Engineering Team in North America to work with enterprise prospects and customers. Reporting to the Global VP Sales Engineering you will work closely with the Global Projects team and the North America Sales and Customer Success teams. You'll be part of a team of strategic retail marketing experts dedicated to empowering our clients to leverage Ometria's Customer Data.

You will hold a pivotal role in driving both new business success and ongoing customer value, splitting your time equally between pre‑sales activities and post‑sales technical project delivery. Your responsibilities will encompass technical solution design for prospects, managing technical projects across a portfolio of enterprise customers, and serving as a trusted technical advisor throughout the entire customer lifecycle.

Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Ometria helps marketers plan and launch their most profitable campaigns twice as fast, increasing their customer loyalty and CRM revenue with personalized marketing messages all throughout the customer journey.

Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on‑site, social, direct mail and more.

Ometria is trusted by some of the fastest growing retail brands in the world such as Brooklinen, Davines, Steve Madden, and Sephora.

We have a team of over 120 Ometrians based in North America and Europe. We have raised $75m from leading venture capital funds across the world such as Infravia Capital Partners, Octopus Ventures, Summit Action, Sonae IM and many others.

• Drive New Business Technical Success:
  • Ensure no deal is close‑lost by a technical stakeholder by providing comprehensive technical expertise and building trust with prospect technical teams
  • Answer 100% of sales requests and deliver scope of work documentation pre‑signing
  • Create one technical champion per deal through relationship building and demonstrating deep platform knowledge
• Deliver Customer Retention:
  • Champion customer retention by proactively identifying and resolving technical challenges that could lead to negative sentiment
  • Ensure seamless project delivery, mitigating sentiment risks, advocating for clients, and communicating updates on technical integration wins and obstacles
• Scope and Deliver Technical Projects:
  • Maximize customer value with Ometria by efficiently addressing needs through scoping and delivering solutions, peer validation, demonstrating platform expertise and tailored communication throughout
• Build and Maintain Client Champions:
  • Strengthen client relationships, align aspirations, enhance visibility, and maintain trust through consistent delivery resulting in positive sentiment across both prospects and customers

• Pre‑Sales
  
  Activities:
  
  
  • Help companies across the retail industry understand and evaluate the technical capabilities of our platform
  • Gather requirements, manage objections and deliver recommendations to prospects on how best to use the Ometria technology platform
  • Design, validate and document technical solutions to share with prospects and customers
  • Participate in RFI/RFP process and respond to technical assessments
  • Apply a commercial view on integration challenges and product development, balancing customer need with the cost and time to implement to steer the prospect to the right solution for both them and Ometria - without jeopardizing the relationship
• Post‑Sales
  
  Activities:
  
  
  • Data audits - Proactively drive integration and data accuracy success by providing comprehensive integration and data audits to clients, presenting opportunities to improve their tech stack and integrations with Ometria
  • Pre‑emptive remediation - Proactively preempt customer escalations and challenges by recognizing signals in sentiment risk and flagging customer challenges to Customer Success for remediation
• Cross‑Functional
  
  Collaboration:
  
  
  • Foster and maintain…