About the role

eSmart Systems is a leading provider of AI-powered services and solutions for the inspection and maintenance of critical energy infrastructure. With our Grid Vision® solutions we revolutionize how power utilities operate and maintain their transmission and distribution networks, which is critical to a more sustainable future. 

We’re looking for an experienced Sr. Customer Solution Architect to bridge the gap between our technical offerings with the strategic goals of our customers, primarily in the energy sector with a focus on critical infrastructure (powerlines and substations) inspections and asset data. This role will play a crucial part in deepening customer engagement by designing and implementing solutions that drive measurable value for customers while reinforcing our competitive edge.

Key Responsibilties:

50% Pre-sales and Positioning

• Solution Design and Integration: Work with clients to understand their operational needs and challenges. Develop tailored solutions that integrate seamlessly with their existing infrastructure, maximizing the value of our SaaS and AI-based products.

• Technical Consultation and Objection Handling: Partner with the sales team to address technical questions, resolve objections, and highlight the unique value propositions (UVPs) of our solutions.

• RFP and Proposal Support: Lead the technical aspects of RFP responses, creating clear, standardized proposal processes that maximize efficiency and win rates.

• Cross-functional Collaboration: Coordinate closely with product, engineering, and customer success teams to continuously improve solution integration and address customer feedback, ensuring our offerings remain highly relevant.

• Continuous Improvement: Seek customer feedback and proactively identify opportunities for product and process improvement to enhance customer satisfaction and drive expansion.

50% Post Sales Account Management

• Onboarding and Training: Guide new customers through the onboarding process, ensuring they understand how to effectively use the software. Organize training sessions and resources.

• Manage Programs: from pre-sales through initial go-live phase(s) and ongoing operations. Run Quarterly Business Reviews (QBRs), driving multi-stakeholder engagement and buy-in, and insights on program performance and benchmarking to enable customers to maximize value of product.

• Relationship Management: Build strong relationships with customers to understand their needs and goals. Act as their point of contact for any issues or inquiries. Build and maintain robust account plan.

• Customer Advocacy: Serve as the voice of the customer within the organization, providing feedback to product and development teams to improve the software based on user experience.

• Renewals and Upsells: Monitor customer health and engagement to identify opportunities for renewals and upsells. Work collaboratively with the sales team to drive revenue growth.

• Support and Troubleshooting: Assist customers with any technical issues they encounter, providing timely and effective solutions.

Required Experience & Skills:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field; Master’s degree preferred.

• 5+ years in a Solution Architect, Sales Engineer or Customer Success role, preferably within SaaS or the energy/utility sector.

• Proven expertise in designing and implementing technical solutions, with a track record of customer project success.

• Familiarity with asset management, powerline inspection, or similar fields is a plus.

• Proficiency in cloud platforms (AWS, Azure, or Google Cloud) and experience in SaaS architecture.

• Strong understanding of API integrations, data management, and AI/ML technologies.

• Exceptional problem-solving, communication, and customer-focused skills.

• Ability to represent eSmart Systems in a professional manner at client meetings, conferences and expos, and in presentations (e.g. webinar, conference) as an industry leader.

• Ability to travel up to 30% of the time, for client meetings, conferences, or site visits.

What We Offer:

• Competitive base salary of $xx0,000 - $xx0,000.

• Commission earning on target of $xx0,000?

• 401(k) retirement savings plan with employer contributions.

• Healthcare, dental and vision benefits.

• Opportunity to shape the future of energy infrastructure.

• A passionate mission-driven team and a collaborative culture.

In compliance with Colorado state law, pay for this position is anticipated to be between $xx0,000 and $xx0,000. Actual offers will be based on the applicant’s skills, experience, and education.