Customer Operations

About Us: Headcount365 is used as the central software platform to manage data related to a company’s annual hiring plan. Created by ex-operators from high growth start-ups, we aim to eliminate the hundreds of spreadsheets used to manage this process through consolidated data and system integrations. The result of our work means companies can more predictably hire on-time, while providing real-time accurate financial information to the leadership team. Role Summary: As a Solutions Engineer, you will be the technical heartbeat of our sales process. You aren’t just giving demos; you are an architect of "The Single Source of Truth." You will partner directly with our Head of Customer Ops to own the entire post-sales journey. You aren't just "supporting" customers; you are architecting their success. You will take the ownership from Sales and lead clients through implementation, technical integration, and long-term growth, ensuring headcount365 becomes an indispensable part of their daily workflow. What You’ll do: The Technical Hand-Off: Lead the transition from Sales to Go-Live. You’ll serve as the technical authority on how headcount365 integrates with complex HR tech stacks (ATS, HRIS, and ERP). Architect Solutions: Work with new clients to map their current (often messy) headcount processes into a streamlined, automated workflow within our platform. Drive Implementation & Onboarding: Manage the project timeline for new customers, ensuring their data is mapped correctly and their team is trained to love the product. Proactive Account Management: Own the relationship post-onboarding. You’ll monitor account health, lead executive business reviews (EBRs), and identify opportunities for renewal and expansion. Technical Support & Delight: Act as the first line of defense for technical hurdles. You’ll troubleshoot API syncs or data discrepancies with urgency and empathy, turning "problems" into "proactive saves." Bridge the Gap: Act as the primary feedback loop between our customers and the Product team, helping to prioritize features like advanced variance tracking and AI-driven forecasting. Be the Expert: Serve as the technical authority on how headcount365 integrates with HR tech stacks (ATS, HRIS, and ERP). About you: The Translator: You can talk API logic with a developer in the morning and headcount ROI with a CFO in the afternoon. Technically Fluent: You have experience with SaaS integrations and a solid understanding of how data flows between systems (REST APIs, webhooks, and data mapping). The Problem Solver: You don’t just show features; you solve the "sync meeting" nightmare. You understand that headcount management is a data integrity problem, not just a software problem. Customer Obsessed: You thrive on seeing a client have an "Aha!" moment. You are organized, responsive, and driven by the goal of 100% net revenue retention (NRR). Startup Ready: You are comfortable with ambiguity. You’re excited to help build the playbooks, documentation, and processes that the next 50 hires will use. Requirements 3+ years of experience as a Solutions Engineer, Implementation Consultant, or Technical Account Manager in a B2B SaaS environment. Analytical Prowess: The ability to transform raw system signals into predictive executive storytelling and real-time variance tracking. Communication: C1 or better English skills (writing, reading, speaking). You can communicate complex technical concepts with clarity and warmth. Project Management: Proven ability to manage multiple client implementations simultaneously without letting details slip through the cracks. Bonus Experience & Qualifications Domain Knowledgeable: Experience in the HR Tech or Fintech space (ATS, HRIS, or FP&A tools) is a massive plus. If you know the difference between a "requisition" and a "position," you’re already ahead. Advanced Technical Skills: Experience with API management, webhook triggers, and the deployment of AI/LLM tools within a corporate environment.