Gatekeeper is looking for a Solutions Engineer to be the consistent day-to-day technical contact for our customers. You will build trusted relationships to ensure customers achieve their strategic goals by owning their phased implementation, consulting on business processes, and configuring core features to drive immediate usage.
What You'll Do
- Partner with the Senior Solutions Engineer and Account Director to manage a portfolio of established customers as their key technical point of contact.
- Take ownership of the full customer journey, guiding them from implementation to long-term success and ensuring phased implementation metrics are met.
- Manage day-to-day technical actions, including configuration requests, workflow updates, user permissions, and data updates.
- Help customers translate their business processes into efficient Gatekeeper workflows.
- Act as the first line of technical support for your portfolio, troubleshooting issues and collaborating with the wider team for resolution.
- Build deep relationships to understand customer business processes, strategic goals, and usage requirements.
- Champion customer needs and suggest functionality enhancements.
- Proactively monitor customer health and usage, identifying optimization opportunities and raising engagement risks.
- Track key success metrics like Time to First Value in line with the phased implementation approach.
- Meticulously document customer configurations and key interactions.
- Identify and surface expansion opportunities based on deep customer knowledge.
- Support the renewal process by preparing data for strategic business reviews and demonstrating long-term value.
- Stay up to date with new product releases, best practices, and AI advancements.
What We're Looking For
- 2+ years of experience in a customer-facing technical role supporting SaaS implementations.
- Genuine passion for helping customers succeed and an interest in SaaS customer success models.
- Experience achieving implementation milestones including driving Time to First Value.
- Analytical mindset, love for learning new software, configuration management, and comfort with data mapping and migration.
- Genuine interest in exploring new AI advancements and a commitment to learning how to leverage AI tools.
- Natural problem-solver with exceptional attention to detail.
- Organized with experience supporting technical projects, tracking time, reporting on progress, and identifying risks.
- Clear and professional communication skills and comfort in customer-facing interactions and documenting processes.
- Excited to build a career in customer value, eager to learn from senior team members, and thrive in a fast-paced, collaborative environment.
Nice to Have
- Experience with Vendor Management or Contract Lifecycle Management (CLM) platforms.
Team & Environment
You will work directly with a Senior Solutions Engineer and an Account Director to manage your customer portfolio.
Benefits & Compensation
- 100% remote working: live anywhere in the UK, no offices and no commute.
- Generous annual leave allowance.
- Comprehensive benefits package including: Private health cover, Company pension scheme, Life Assurance, Group Income Protection.
- Learning & Development opportunities for lifelong learners.
- Technology: we provide everything you need to do your best work.
- Gatekeeper for Good: Match funding to support non-profit organisations in your local community.
- Gatekeeper retreats.
Work Mode
This is a remote role open to candidates living anywhere in the UK.
Gatekeeper offers a diverse and multicultural working environment, currently spanning 18 countries. We respect each other’s differences and welcome candidates from all backgrounds.
