Solutions Engineer

GOALS OF THE POSITION:

We’re looking for a customer-obsessed, technically savvy CRM Solutions Engineer who will be instrumental in owning the end-to-end lifecycle of a customer’s CRM integration journey at Grata. In this role, you will play a strategic role in both pre- and post-sales processes to ensure our clients seamlessly integrate Grata with their CRM systems. You will be the primary liaison between our clients and our internal teams, providing expert advice on CRM best practices, monitoring integration health, debugging and troubleshooting errors, and partnering with engineering to drive resolution of any issues that arise.

As Grata’s CRM Solutions Engineer, you will build scalable internal processes, including playbooks for onboarding CRM integrations, developing scripts that drive visibility into CRM settings and errors and proactively identifying errors via debugging and review of APM logs.

You will collaborate with cross-functional teams, including sales, customer success, product managers and engineering teams to discover the customer's business needs, provide guidance on the integration onboarding based on the customer’s data architecture and customer objectives, position the best integration solution to achieve those business objectives, resolve any open issues they may have and plan with the product and engineering teams any upcoming CRM features. This is a unique opportunity to be the first on the Implementation team, develop best integration practices that continue to drive customer satisfaction which ultimately leads to the growth of Grata’s strategic accounts.

Main Responsibilities:

• Own the end-to-end lifecycle of a customer’s integration journey at Grata, serving as the Integrations expert

• Through your deep product knowledge and knowledge of Grata's Integrations, you will drive the integration by providing guidance on integration set-up based on the customer’s data architecture and objectives through ensuring problem areas are investigated and addressed.

• Serve as the integrations subject matter expert during pre-sales processes, supporting trials/evaluations as the customer establishes the CRM integration with Grata

• Discover the customer's business needs, and position the best integration solution to achieve those business objectives

• Drive resolution for any CRM issues faced by customers by being the first line of defense in troubleshooting and determining the root cause of the issue, as well as implementing a fix for minor bugs identified or engaging with engineering to resolve more complex integration bugs.

• Convey a deep understanding of the customer's CRM data architecture as it pertains to Grata’s integration

• Perform daily and continuous proactive monitoring of CRM integration issues and data inconsistencies; this includes reviewing CRM logs to ensure the integration health for strategic accounts

• Maintain and update documentation on CRM Integrations that inform the commercial organization and manage training for integrations

• Collaborate with product managers and engineering to build the CRM roadmap, advocate for system improvements and build evidence on impact to customer base.

• Monitor industry trends as CRM systems evolve to ensure Grata’s integration remains robust and adapts with the evolving technological landscape

Job Specific Requirements:

• 4+ years of experience in a Sales Engineer, Solutions Engineer, or similar role, with a focus on CRM integrations.

• Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience

• Strong technical knowledge of CRM systems (e.g., Salesforce, HubSpot, DealCloud, Affinity)

• Salesforce Architect Certification (specifically Application and Data Architect)

• Ability to effectively communicate complex technical concepts to non-technical stakeholders

• Strong collaboration skills and the ability to work independently across multiple teams, including sales, customer success, product managers and engineering teams

• Ability to code in Python and independently address minor CRM issues

• Bonus: 2+ years of experience in CRM integrations development, specifically with strong understanding of back-end technologies

• Proactive and customer-focused mindset

• Ability to manage a dynamic client load, including the ability to effectively work with multiple clients simultaneously

• Ability to prioritize and problem-solve in a fast-paced environment and collaborate cross-functionally to deliver the maximum value to customers

• Excited to be a part of an inclusive culture

• Interested in an office-centric culture with a flexible work environment