Solution Engineer

About this role

About Niche Niche is the leader in school search. Our mission is to make researching and enrolling in schools easy, transparent, and free. With in-depth profiles on every school and college in America, 140 million reviews and ratings, and powerful search tools, we help millions of people find the right school for them. We also help thousands of schools recruit more best-fit students, by highlighting what makes them great and making it easier to visit and apply. Niche is all about finding where you belong, and that mission inspires how we operate every day. We want Niche to be a place where people truly enjoy working and can thrive professionally. About The Role The Onboarding & Solutions Engineer is a Niche product and industry expert responsible for managing customer onboarding and optimization of some of Niche’s most impactful products (Engage, Direct Admissions, and Yield). Unlike traditional Account Managers, Solutions Engineers do not own a book of business. Instead, they operate on a case-assignment model, executing high-impact “sprints” to get customers live or optimized, and acting as a technical escalation point for deep-dive product inquiries. They serve as our expert voice on the industry, our products, and how customers can best succeed on the Niche platform. Solution Engineers are measured on achievement of time-to-value (TTV) for relevant products, and ensure customers are set up to realize ROI, allowing Account Managers to focus on day to day relationship and commercial growth. What You Will Do Manage customer onboarding for new DA/Yield/Engage customers via the handoff from the net new or AM sales teams Collaborate with IS and DIS team members to ensure tech setup is successfully completed in keeping with customer requirements. Act as the overall owner and customer representative for the end to end onboarding and implementation process Collaborate with Account Managers to eliminate any roadblocks to successful implementation/onboarding from the partner side Conduct ongoing customer trainings Provide product demonstrations Support customers to solve problems for specific and individualized use cases Own annual setup cases as customers revise their DA/Yield/Engage use cases Maintain a strong understanding of the platform and product suite, including new features and how they impact customer experience Serve as a voice of the customer to drive product improvement Meet time to value targets During the First Month: Learn work intake system and handoff process from AM/AE Partner with manager to review/refresh on standard onboarding process for DA, Yield Engage Get to know DIS/IS counterparts for implementation support Provide clear notes to relevant AMs for cases you’re assigned to Within 3 Months: Become proficient in the onboarding process across all relevant products Understand with full clarity all steps of setting up new customers - both tasks completed by you, and those owned by supporting teams (DIS). Show ability to demo products and solutions as needed for webinars, events, etc. Within 6 Months: Actively make suggestions for improvements in our processes, customer communications, or the product itself Leverage a clear knowledge of customer roles to efficiently navigate partner organizations to eliminate roadblocks. Adhere to onboarding target timelines with a 90%+ success rate What We Are Looking For Bachelors degree required 3 years of experience in a customer success, onboarding, or implementation role Excellent and evergreen understanding of the Niche products and their value proposition A strong understanding of Salesforce, Zendesk Preferred experience in the Higher Education industry, with K12 experience being beneficial as well Proven ability to leverage data and thoughtful questions to problem solve collaboratively with customers Exemplifies Niche’s core values: We do right by each other, We play to win. Not to not lose., We make no excuses., We embrace a growth mindset. Excellent communication and in