Team Lead, Solution Architect, Enterprise
WHO WE ARE
Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Burger King, Delivery Hero, HBO Max, Mercari, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, hundreds of billions of messages are sent to a network of over 3 billion active users through Braze.
Need more proof? Braze was named a Leader in the Forrester Wave™: Cross-Channel Campaign Management (Independent Platforms), Q3 2021, and was named to the Forbes Cloud 100 list for the fourth consecutive year. The company has also been selected as one of Fortune’s Best Workplace for Millennials in 2021, and was ranked #20 on Fortune’s Best Medium Sized Workplaces in 2021. Braze is certified as a Great Place to Work in the UK and the U.S. and is recognized as one of the UK's Best Workplaces for Women.
WHAT YOU’LL DO
You will spend 75% of your time on Team & Function Management and 25% of your time delivering customer-facing onboardings for large enterprise clients
Team & Function Management
- Be a present coach, managing a team of 3-5 Enterprise Solution Architects, including hiring, nurturing staff development, and maintaining staff satisfaction
- Be the voice of the Solution Architect stakeholder group with IO and GSS leadership forums, contribute towards and own improvement initiatives that support the development of Solution Architects processes, both customer facing and internally
- Be responsible for your team achieving their KPIs against quality of customer deliverables and reducing customer time-to-integration
- Guide your team in managing their clients throughout their integration lifecycle and be a point of escalation for clients in your team’s portfolio
- Monitor your team’s book of business to identify risks and opportunities, taking action or escalating as appropriate
- Manage inbound and outbound pipeline for your team and resource allocation
- Work closely with internal stakeholders at Braze to design and develop efficient integration and onboarding processes and working practices
- Collaborate with Customer Onboarding leadership stakeholders to staff inbound accounts appropriately
- Support and design tools that will enhance the efficiency of customer onboarding
Customer-facing project delivery
- Facilitate and support technical aspects of customer on-boarding to minimize TTV (Time to Value) for customers
- Engage with customer product & engineering teams to understand their goals for using Braze, how the platform will fit into their tech stack and how to use our product independently and efficiently as possible
- Support Customer Onboarding Managers by providing strategic solutions to complex use cases and translating these into actionable steps for customers
- Design technical implementation plans, target information architectures and scopes of work in partnership with the customer to suit their requirements
- Support new customers in achieving effective and efficient SDK and API integrations with Braze. Troubleshoot technical issues reported by customers during the implementation process and provide solutions.
- Design and deliver technically focused training and workshops, both online and onsite where required, to meet client needs and exceed expectations
WHO YOU ARE
- Bachelor’s degree in a technical subject area or business field
- 5+ years relevant experience in a related area, for example: implementation expert, solutions architect, business analyst, support specialist or client success professional working with Enterprise/Strategic accounts
- 1+ years of people/team management experience preferred
- You have strong product command and technical domain knowledge of two or more of the following: SaaS, Marketing, Mobile, APIs or Programming
- You have experience in dealing with technical teams within large and complex organizations
- You are an excellent communicator with strong influencing skills
- You have exemplary written and verbal communication skills coupled with unparalleled follow up skills
- You’re known for being a “team player”: you work well with internal stakeholders as well as external stakeholders (technical resources, project management teams, customer executives)
- You are a problem solver, with a high level of intellectual curiosity
- You see opportunity and growth in learning more about what you do and how it impacts others.
WHAT WE OFFER
- Competitive compensation that includes equity
- Generous time off policy to balance your work and life, including paid parental leave
- Competitive medical, dental, and vision coverage for you and your dependents
- Collaborative, transparent, and fun loving office culture
If you are a California resident subject to the California Consumer Privacy Act, click here to understand how Braze processes your personal information and how you can exercise your rights.
If you are located in the EU or UK visit our privacy policy to understand how Braze processes your personal information and how you can exercise your rights.