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Team Lead Solution Consulting

Date: Sep 14, 2022

Location: Dhaka, BD, 1213 BD

Company: Optimizely

Optimizely is known for content, commerce, and optimization with our Digital Experience Platform (DXP). Millions of experiences are served with our platform every single day, helping organizations grow exponentially online. We have the honor of serving some incredible customers – which makes what we do extremely rewarding. Optimizely has over 9,000 brands, from global organizations such as Visa, Sky, Yamaha, and Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit, and Zillow.

 

Not only are we financially sound and growing, but we have unicorn status: we exceeded $300M in revenue in 2020, is profitable already, and have all strategic options ahead of us. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.

 

We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, Bangladesh, UAE, Singapore, and Vietnam. We blend European and American business cultures, emphasizing teamwork, inclusion, and moving fast. People make the difference!

 

Introduction

As a Solution Consultant Team Lead, your key responsibility is to ensure that you and your team successfully shorten time to value, mitigate churn and guide customers in adopting the Optimizely platform.

The Optimizely Solutions consultant team consults with customers to understand where they are in their digital journey. Some are just getting started in one area of our platform and need to be guided through the interface. Some customers will have immediate & specific admin challenges or developer lead integrations with other platforms they will need guidance on before their end users can start adopting the platform. The team requires someone who will have a holistic view of the big picture regarding what the customer is hoping to accomplish with their project and directly assist them within our capabilities or put the plan in place to help their team succeed in adopting our platform.

 

In this role, you will:

  • Drive Product Adoption through Value Realization based on defining and capturing the customers’ goals and KPIs expressed through our Solution Consultant engagement and customer onboarding.

  • Deliver engagements based on customers’ unique requirements, in collaboration with the Solutions Consultants, Onboarding Managers, and Customer Success Managers, to turn customers into raving fans of Optimizely and our services

  • Drive customer retention: 

    • Based on RAG status in Gainsight, targeting customers and moving them from amber and red back to green status 

    • By recurringly collaborating with the CSM team on churn mitigation approaches with clear CTA’s and customer interactions recorded in Gainsight 

    • Measure the impact of deployed Solution Consulting playbook across critical KPIs; influenced ARR and product adoption

  • Support and train other team members as a go-to Subject Matter Expert in 1 or more products to enable repeatable success

  • Constantly improve the onboarding process by capturing common questions and feedback and documenting edge cases

Job Responsibilities

  • Managing your team of senior developers as a matrix manager
  • Empowering your team to deliver an exceptional experience as business advisors, supporting our customers during their customer journey.
  • As a player-coach to your team:
    • Acting as an escalation point, possessing the ability to handle difficult customer conversations deftly.
    • Setting goals for your team and monitoring their progress with your manager.
    • Providing support and overflow capacity to your team as needed.
    • Maintaining best-in-class customer service, actively coaching your team on best practices, customer feedback, personal growth, etc.
    • Being a developmental leader, working closely with your team members to focus on career growth potential.
    • Conduct regular 1:1 coaching and constantly challenge your team by being a catalyst to their growth.
    • Working closely with the Director of the Global Solutions Consultant team, providing feedback to encourage future growth.
  • Acting as an ambassador for the Solution Consultant team across the organization, working closely and collaboratively with key business partners global onboarding team, Customer Success, Sales, and Product.
  • Contributing to departmental OKRs about the Global Solution Consultant team.
  • Developing and iterating on internal and external documentation to support your team and organization.
  • Delivering a smooth onboarding process to new team members - managing training content, scheduling ride along, etc., together with the Director of the Global Solutions Consultant.
  • Flexibility to occasionally work outside regular business hours.

Knowledge and Experience

  • 5 to 7 years of .NET (Framework and Core) development with a focus on web-related frameworks like ASP.NET MVC
  • Ability to create features using .Net, ASP.Net MVC, and Restful APIs such as React/Next.js, Angular, Vue.js, and familiarity with GraphQL.
  • Intermediate knowledge in JavaScript libraries such as JQuery and debugging tools and HTML5, CSS3, and responsive design
  • Advanced knowledge in .NET / .NET Core, C#, XML, and SQL Server and modern development tools, such as Azure DevOps, Git, etc.
  • 3-4 years of previous leadership experience
  • Experience and confidence in leading customer-facing conversations
  • Ability to communicate and present technical concepts to non-technical and technical audiences
  • Ability to multi-task across a high number of accounts at any given time
  • Experience working as part of a cross-functional team (including sales, Customer Success, engineering, marketing, and product)
  • Excellent problem solving, critical thinking, analytical and like the development of your skills
  • Motivation, goal orientation, flexibility, and ability to work independently and deliver on deadlines
  • Ability to work well under pressure while retaining focus and composure
  • Excellent written and verbal communication skills in English

Education

Graduate in Computer Science or equivalent work experience

 

Meritorious

  • Experience with SaaS or PaaS products
  • Experience working with Customer Success tools such as Gainsight
  • Experience with customer personalization products

  • Experience with Analytics

  • Experience with other experimentation platforms

  • Exposure to any traditional or headless CMS platforms, particularly Adobe Experience Manager, Sitecore, or Optimizely.

Why you'll love working here

 

  • Our culture is the most important thing we offer: a place to do your best work and a chance for your voice to be heard in a democratic environment as we shape a high-growth space.  

  • We currently work from home; however, we plan to return to the office by year-end. When we return to the office, we plan to have a hybrid model while also providing the opportunity to be fully remote.  

  • Communal transport facilities inside Dhaka and free catered lunch when we return. 

  • Best-in-class compensation plans 

  • Unlimited vacation days and flexible working hours 

  • Two annual festival bonuses 

  • Medical insurance 

  • An agile performance review process encourages ongoing transparency between managers and direct reports. 

  • Monthly and quarterly regional and global team-building events 

  • Enablement program and soft skill training to support internal career growth and development   

  • Reward and recognition programs  

  • Volunteering and opportunities to give back  

  • Chance to work with our incredible global team all over the world
     

At Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with.

 

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

 

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