At Oak Engage, we're seeking a Technical  Solution Architect who will be a pivotal technical resource throughout the sales cycle, implementation process, and beyond, servicing some of the world's leading brands like Five Guys, Aldi, and NatWest Group. Our software is crafted to enhance employee engagement, well-being, and productivity, fusing the practicality of a modern intranet with the dynamic capabilities of an employee engagement app.

As a Technical Solution Architect you will be integral in partnering with our sales, and customer success teams. You'll be the linchpin in understanding our users' needs, the Oak platform, and its integration into our clients' operations, from technical troubleshooting to strategic engagement planning.

Your role involves:

Sales Support:

• Support the Sales Team to secure new business signatures 
• Create Technical Sales Documentation to effectively scale the sales process 
• Lead technical calls with prospects to understand their specific requirements and how Oak can deliver on those requirements
• Influence our product roadmap by sharing user feedback with our product, marketing, and sales teams.
• Stay informed about market trends, competitor strategies, and ecosystem shifts.
• Ensure a seamless transition from the sales process to implementation by actively collaborating with our sales team. 
• Share valuable insights from client interactions and contribute feedback to enhance our future implementations.

Technical Implementation:

• Deliver consultative advice and tailored customer success plans that demonstrate Oak's value
• Develop and maintain an expert-level understanding of Oak and its technical intricacies.
• Integrate systems, and tailor solutions to align with the unique needs of our customers

Project Management:

• As a key member of our team, you will be responsible for overseeing the implementation process for new customers, 
• Ensure adherence to schedules, and meet our clients' expectations. This involves seamless coordination with various teams, setting clear timelines, and promptly addressing any issues that may arise during implementation.

Client Communication:

• Forge strong relationships with our clients by working closely with them to comprehend their distinctive requirements. Effective communication is paramount as you guide clients through the implementation process, managing expectations, and promptly addressing any concerns that may arise. 
• Be a customer advocate, ensuring their perspective influences company decisions.

Training and Support:

• Enhance our support documentation with clear, accurate content and bridging knowledge gaps.
• Elevate the technical acumen of our sales team through coaching on Oak's latest developments.
• Play a pivotal role in the success of our clients by providing comprehensive training on utilising our implemented solutions. 
• Offer ongoing support to address any technical queries or challenges that may emerge post-implementation.

Problem Resolution:

• Debugging complex issues to provide top-tier technical support.
• Take charge of identifying and resolving challenges that may surface during the implementation phase. Your role will involve troubleshooting technical issues, liaising with development teams, and innovatively finding solutions to meet our clients' evolving needs.

Requirements

• A strong technical background with an eagerness to continuously learn.
• A proactive approach focused on customer satisfaction.
• Ability to simplify complex technical concepts in communication.
• Excellent writing skills and meticulous attention to detail.
• Experience in technical (pre-)sales, implementation, or technical problem-solving roles.
• This role is based in our Newcastle upon Tyne, City Centre office 3 days a week.

Benefits

• Equipment provision, including laptop and iPhone
• Training
• 25 days holiday plus
• Discretionary days (up to 5)
• Christmas closure (work permitting) between Xmas and New Year
• Pension and life insurance
• Health insurance & EAP 
• Gym contribution
• Engaging social events

This role requires a blend of technical savvy, customer engagement expertise, and a commercial mindset to drive Oak's growth and ensure customer success. If you're driven by technological challenges and customer excellence, and have a knack for translating technical features into business benefits, we would love to hear from you.

At Oak Engage we are dedicated to cultivating a diverse and inclusive work environment where all individuals are valued and respected. We embrace applications from candidates of any background, irrespective of race, colour, ethnicity, national origin, gender, gender identity, sexual orientation, age, religion, disability, or any other protected characteristic. We believe that diverse perspectives enrich our organisation, enabling us to thrive. Our commitment extends beyond recruitment, as we actively promote equal opportunities, fair treatment, and a culture of respect for all employees. Join us in creating a workplace that celebrates diversity and fosters inclusion.