Description:
We’re looking for a full-time Solution Architect - Technical Account Manager to join our Services team reporting to the Sr Manager, Technical Delivery. This role is a remote role based in London.
In this role, you’ll play a key role in ensuring the successful adoption and optimization of Gainsight solutions for clients by serving as a trusted advisor and bridging the gap between business goals and technical capabilities. This is a great opportunity for someone who thrives in a dynamic, client-focused environment and enjoys working cross-functionally with teams like Customer Success, Product, Engineering and Support. The ideal candidate brings strong skills in solution design, technical strategy and client engagement.
What You'll Do
- Serve as a technical strategist to drive adoption and expansion for existing Gainsight clients.
- Partner with Customer Success Managers to align technical initiatives with client outcomes.
- Lead discovery and requirement-gathering sessions to understand and document business needs.
- Design and configure Gainsight solutions based on best practices and client-specific goals.
- Act as a seamless extension of your customers’ operations team.
- Deliver enablement sessions to empower Gainsight Admins and key stakeholders.
- Build strong, trust-based relationships with clients, including technical and executive stakeholders.
- Proactively identify risks or blockers and collaborate cross-functionally to resolve them.
- Contribute to internal best practices, templates, and delivery frameworks.
- Track project hours and maintain target utilization.
This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.
What We're Looking For
- Bachelors Degree (or equivalent experience) and/or 5 years of related experience
- 3 to 8 years of experience in Professional Services, Technical Consulting, or Enterprise SaaS implementation and a bachelor’s degree (or equivalent combination of education and experience), required.
- Hands-on experience with CRM platforms (Salesforce.com preferred), databases, and data integration tools.
- Strong understanding of Customer Success principles and ability to translate business needs into scalable technical solutions.
- Experience managing multiple customer projects simultaneously (5–10 engagements).
- Familiarity with agile and waterfall delivery methodologies.
- Executive presence and confidence in communicating with both technical and business leaders.
- Excellent communication, facilitation, and presentation skills.
- Prior experience with Gainsight CS and/or Customer Success Operations (CS Ops) is highly preferred.
- Experience in a post-onboarding, ongoing technical account management or customer success role is strongly preferred.
- Solid technical skills and aptitude are required - CRM (Salesforce, MS Dynamics, Hubspot, etc.), databases, data integration processes and various SaaS platforms are considered relevant.
- Broad experience in data processing and implementing data warehouse/business intelligence applications using various ETL tools.