Business Solutions Architect

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

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.

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.