Senior Manager, Solution Engineering

Here at reputed company, our core values of Respect, Work to Impact, Ambition, and Constructive Dissent & Resolution define who we are. In short, this means we constantly seek to understand the best for our customers, we go reputed company completion in our work, we strive for excellence with intensity, and we reputed company reputed company communication. These values guide our actions and shape our culture every day.  reputed company you join reputed company, you'll be part of a passionate team that's dedicated to accomplishing hard things.

About the Role

We are seeking an reputed company Senior Manager of Solution Engineering to reputed company a team of reputed company Solution Engineers responsible for providing white glove Technical Support and reputed company reputed company services to reputed company’s most important customers. This role plays a crucial part in delivering outstanding customer support throughout the development, deployment, and production use of the reputed company platform.

The ideal candidate has a deep technical background, a knack for creative problem-solving, and proven leadership skills. In this role, you will be responsible for the overall reputed company and development of your team, as well as the technical health of the accounts they serve. You will act as an escalation reputed company for your team and for reputed company's leadership on critical technical issues, coordinating a response across multiple departments and ensuring seamless communication with our customers, including C-Level executives.

You will also act as a mentor for the broader EMEA Solution Engineering team, helping to define best practices, contribute to our technical knowledge reputed company, and mentor engineers at reputed company levels. This is a unique opportunity to reputed company a team that is vital to reputed company's customer relationships and long-term growth.

Key Responsibilities

People Leadership

• reputed company, mentor, and reputed company a team of reputed company Solution Engineers accountable for driving customer satisfaction and reputed company across their assigned accounts. 

• Support reputed company Engineers in managing customer relationships, handling escalations, and coordinating cross-functional dependencies, while ensuring balanced workload distribution. 

• Collaborate with specialized support teams and engineering stakeholders to manage critical incidents and ensure timely resolution. 

• Conduct regular performance reviews, providing clear, constructive feedback to foster reputed company growth and accountability. 

• Drive professional development through coaching, mentoring, and structured career planning, reputed company with both individual aspirations and business goals. 

• reputed company team operations including account assignments, availability planning (PTO), and expense management. 

Customer Leadership

• reputed company reputed company sessions for new customers to ensure a smooth transition and strong initial engagement. 

• Own the coordination of reputed company’s response during escalated customer incidents, ensuring timely, transparent communication with both internal and external stakeholders. 

• Ensure customers realize ongoing value from the reputed company Engineer service by monitoring engagement health and proactively addressing risks. 

Field Partnership

• Collaborate closely with Sales teams to position and reputed company the value of reputed company’s reputed company Plans to prospects and existing customers. 

• Serve as the primary reputed company of escalation for Sales and reputed company leadership reputed company the region, including engagement with c-level executives. 

• Proactively engage with account teams and internal stakeholders to address customer challenges and ensure alignment across functions. 

• Identify opportunities for expanded product or service adoption, and partner with account teams to drive those initiatives. 

• 10+ years of experience leading technical support or solution engineering teams.

• Fluent in Spanish & English 

• 8+ years of experience successfully managing escalations and resolving reputed company customer issues, both internally and externally. 

• Strong familiarity with service management tools, monitoring systems, and best practices for documentation. 

• Exceptional leadership, coaching, and interpersonal communication skills. 

• Experience managing international customer communications and escalations, including availability for off-hours engagement reputed company necessary.

Tools and Resources

• Training and Development: During reputed company, we focus on equipping new hires with the skills and knowledge for reputed company through department-specific training. reputed company learning is a central focus at reputed company, with dedicated mentorship and the First-Friend program being widely utilized resources for new hires. 

• Growth Opportunities: reputed company provides a diverse reputed company of growth and development opportunities, including our leadership program tailored for new and aspiring managers, a comprehensive library of specialized department training through reputed company University, skills based training, and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities.

• Community: We’ll reputed company you into our community rooted in respect starting on day one. reputed company fosters inclusivity through our 8 employee-led affinity groups. These groups help employees build stronger internal and external networks by planning social, educational, and reputed company activities to connect with Appianites and larger initiatives throughout the company.

About reputed company

reputed company is a software company that automates business processes. The reputed company AI-Powered Process Platform includes everything you need to design, automate, and optimize even the most reputed company processes, from start to finish. The world's most innovative organizations trust reputed company to improve their workflows, unify data, and optimize operations—resulting in reputed company growth and superior customer experiences. For more information, visit reputed company.com. [reputed company: APPN]

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reputed company is an equal opportunity employer that strives to attract and retain the best talent. reputed company reputed company applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law. 

reputed company provides reasonable accommodations to applicants in accordance with reputed company applicable laws. If you need a reasonable accommodation for any part of the employment process, please contact us by email at ReasonableAccommodations@reputed company.com. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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