Professional Services Architect

at  Frontapp

Location
Santiago, Chile
Type
Full time
Department
Customer Success
Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life.
Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and PagerDuty. Front has received numerous Great Place to Work accolades, including Y Combinator’s list of Top Companies in 2023, #4 on Fortune’s Best Workplaces in the Bay Area™, Inc. Magazine’s 2022 Best Workplaces list, Forbes Best Startup Employers 2022 List, and Best workplaces for Millennials 2022 list.
As a Professional Services Architect, a founding member of the Professional Services team at Front, you’ll be helping prospects and existing customers by extending the Front platform to its full value, and helping building a new department that is critical to Front’s success. As a partner on the Go-to-Market team, you’ll scope, design, and work with engineering resources to implement strategic customer projects. You will act as a project manager for custom development projects built with the Front API. This role is highly collaborative; as you will work closely with Sales, Solutions Engineering, Onboarding, and Product Management teams.

REQUIRED SKILLS AND EXPERIENCE

• Bachelor’s degree in Computer Science, Software Engineering, or related field
• 3-5+ years of experience with RESTful APIs, SDKs, PaaS, and/or ETL technology
• Experience with workflow automation and business process optimization
• Strong project management and organizational skills
• Strong communication skills, with the ability to explain complex technical concepts to non-technical stakeholders
• A learning mentality and willingness to take on technical challenges

PREFERRED QUALIFICATIONS

• Familiarity with Helpdesk and CRM systems
• Experience managing and driving multiple projects effectively
• Knowledge of data privacy and security best practices
• Proven success in relevant role, preferably in an enterprise SaaS or enterprise software capacity
  Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. By applying, you acknowledge and agree that you have read and understand the California Recruiting Privacy Notice & EU Privacy Notice

• Scope, Develop and Deliver
• Lead pro-serve projects throughout the entire lifecycle from initial customer meetings to downstream support, including problem identification, system architecture definition, specification and design, implementation, testing, client training, and solution deployment
• Engage with clients to understand business requirements and develop detailed technical specifications and solution designs for custom builds for clients including custom workflows and integrations using Front’s API and third party services
• Manage the end-to-end implementation of complex projects, ensuring alignment with client expectations and industry best practices.
• Develop and maintain strong client relationships, acting as a trusted advisor and primary point of contact for downstream technical matters as it relates to pro-serve custom builds
• Operational Excellence
• Drive the adoption and opportunity discovery for professional services with new and existing business deals
• Collaborate with sales teams to support business development efforts, including proposal development and client presentations.
• Create and maintain comprehensive documentation, including specs, project plans, and process guidelines.
• Establish and refine operational processes to ensure efficiency, scalability, and high-quality service delivery.
• Developer Relations
• Effectively manage and prioritize engineering resources with third-party development partners
• Serve as an expert on Front’s API and trusted advisor both externally and internally
• Partner with product teams to inform the Front platform strategy