Head, Technical Solutions Engineering - GCSS (16512)

Who are we

Whatfix is a leading global B2B SaaS organization and the largest pure-play enterprise digital adoption platform solution provider.

Utilizing GenAI technology, Whatfix enhances all stages of software deployment with application simulation, product analytics, and digital adoption, driving business outcomes such as increased revenue win rates, cost reduction, risk compliance, enhanced productivity, and improved user experience.

We have seven offices in the US, India, UK, Germany, Singapore, and Australia, supporting 700+ global customers, including 80+ Fortune 500 companies. Whatfix has raised $140 million to date and is backed by marquee investors, including Softbank, PeakXV, Dragoneer, and Cisco Investments.

• With over 45% YoY sustainable annual recurring revenue (ARR) growth, Whatfix is among the Top 50 Indian Software Companies as per G2 Best Software Awards.

• Recognized as a Leader in the digital adoption platforms (DAP) category for the past 4+ years by leading analyst firms like Gartner, Forrester, IDC, and Everest Group.

• The sole vendor named as Customers Choice: 2024 Gartner Voice of the Customer for Digital Adoption Platform Report. We also boast a star rating of 4.6 on G2 Crowd 4.5 on Gartner Peer Insights and a high CSAT of 99.8%

• Highest-Ranking DAP on 2023 Deloitte Technology Fast 500 North America for Third Consecutive Year

• Won the Silver for Stevies Employer of the Year 2023 Computer Software category and also recognized as Great Place to Work 2022-2023

• Only DAP to be among the top 35% companies worldwide in sustainability excellence with EcoVadis Bronze Medal

This is a strategic hands-on leadership role leading a large Global post sales technical team (50+ and growing) of Solutions Engineers and Managers to drive onboarding, implementation, and adoption of Whatfix for our customers. It entails client engagement, solutions architecture, escalation Management, product enhancements and cross functional collaboration.

Key Responsibilities:

• Lead and mentor a Global team of Solutions Engineers & managers in a matrix org to ensure the successful customer onboarding and implementation of customers onto the Whatfix platform

• Define OKRs for the team in alignment with Org Objectives - Monitor team performance against KPIs, taking corrective actions as needed to ensure targets are met.

• Drive continuous improvement and best practices - implementation, products, efficiency, quality, CSAT and consulting ability

• Collaborate with internal teams (Customer Success, Engineering, Product, pre-sales) to ensure alignment on customer projects.

• Liaise with Engineering leaders, Product Managers and CTO on enhancements and critical issues.

• Effective Escalation management with detailed RCAs for customer incidents

• Instill a culture of Innovation - identify & implement tangible initiatives to improve efficiency, realize value and build a consultative mindset in the team

Qualification and Cretria

• A Bachelors/Professional technical degree with over 14 years of relevant experience

• A background in Post sales Implementation, Solutions Engineering, Professional Services - preferably building teams in a product / SAAS environment

• Hands on Technology experience as Engineer and Architect and having led technical teams with managers in a matrix structure. Knowledge of JavaScript, APIs, web and EAS Applications like Salesforce, MS Dynamics, SAP, Oracle is preferable. A knack to pick up new technology solutions for research and integrations.

• Ability to communicate and engage comfortably with customer personas up to CXO level.

• Comfortable working in a fast-paced, dynamic, and evolving environment with the ability to develop product expertise, prioritize and work on multiple priority programs concurrently

Note:

• At Whatfix, we thrive on the power of collaboration, innovation, and human connection. We strongly believe that working together in our office (five days a week) fosters open communication, builds a sense of community, and fuels innovation. This ensures open communication, strengthens our sense of community, and enables us to achieve our collective goals effectively.

• We strive to live and breathe our Cultural Principles and encourage employees to demonstrate some of these core values - Customer First; Empathy; Transparency; Fail Fast and scale Fast; No Hierarchies for Communication; Deep Dive and innovate; Trust is the foundation; and Do it as you own it.

• We are an equal opportunity employer and value diverse people because of and not in spite of the differences. We do not discriminate on the basis of race, religion, color, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status, or disability status