Business Solutions Architect

Qualifications: Required • 4+ years in a customer-facing role in B2B SaaS, owning complex accounts end-to-end. • Demonstrated ability to advise customers on business and operational decisions. • Ability to design structured solutions from ambiguous customer needs (requirements gathering, scoping, defining success criteria). • Ability to own complex customer relationships end-to-end, including situations where complexity creates friction or risk. • Comfort managing a portfolio of accounts at once, each with different needs and shifting priorities. • Able to reprioritize quickly without losing quality or context on any one account. • Ability to change tasks frequently, for changing customer needs. • Active use of AI tools as a core part of daily work — maintaining account context, drafting solution documents, researching questions. • Clear written communication: precise, complete, and defensible.

Key Responsibilities: Customer Relationship Ownership • Own a portfolio of customer relationships end-to-end, from first engagement through delivery and ongoing success. • Serve as the trusted advisor for customer outcomes. • Build deep knowledge of each customer's business, workflows, and goals. • Maintain a living plan for each account's needs: keep it current, own the risk register, and ensure open items are always visible. Solution Design • Translate customer needs into structured solutions with clear intent, context, and a way to measure success. • Identify and surface risks during solution design. • Collaborate with other team members often to design and implement the best customer solution. • Own each solution from initial design through customer sign-off. Ongoing Account Management • Monitor active accounts for emerging needs, risks, and lifecycle events. • Partner with other Worksuite teams on account dependencies. • Proactively surface changes or updates that affect the customer's account. • Own the accuracy of account information and configuration; audit regularly and correct before issues surface externally. AI-Assisted Account Management • Treat AI tooling as a standard part of account management: use it to maintain intelligence across a complex book of business at a level that would otherwise require a larger team. Account Growth & Health • Identify expansion opportunities grounded in the customer's business evolution. • Monitor account health • Conduct structured account reviews and renewals

Additional Qualifications • Experience with scripting languages commonly used for platform customization/automation (e.g. Python, JavaScript, SQL). • Experience with Git/GitHub for version control and collaborating on code. • Comfort with technical concepts sufficient to partner credibly with an engineering counterpart on deeper platform changes. • Experience with agentic or multi-step AI workflows applied to account management use cases.