Position Overview

The Senior Solution Architect (SrSA) possesses a superior level of expertise and tenure in working with large, global, sophisticated and complex customer implementations. They facilitate and attend select industry events related to learning and platform implementation and integration solutions, consult customers on industry trends and best practices and provide coaching to Skillsoft’s Solution Architect team.

This position is event-based and execution-focused, and engages in activities as needed throughout the customer lifecycle, including: pre-sales, implementation, integrations, site builds, upgrades, product and platform training and demonstrations, as well as various hands-on activities. This role is responsible for successful learning program launches and enabling the most optimal end user experience to position the customer for maximum adoption. Superior knowledge in Skillsoft’s products, platform and implementation of elearning solutions is required. This position plays a key role in pre-sales by defining the Skillsoft product solution best aligned to the customer's needs and presenting engaging demonstrations to illustrate capabilities, end user experience and outcomes. The Sr. Solution Architect acts as the liaison between internal technical resources and Skillsoft customers, and effectively communicates across multiple levels of the organization.

Position Responsibilities

• Provide Project Management expertise for Implementations relating to site builds, upgrades and integrations, and will be internally certified in the process of defining Skillport requirements, platform configuration, group structure, content assignments, user management and administration functionalities such as batch imports and reporting (laying the groundwork for measuring healthy adoption to show value)

• Support, consult and provide best practices to customers as it relates to implementation

• Maintain ongoing knowledge of SumTotal learning and talent solutions. Expectation is more awareness of ST products, selling points, integration etc.

• Provide frequent updates to the account team to inform ongoing project progress

• Actively engage in ongoing product and platform development, achieve and maintain product certification

• Maintain superior industry knowledge and trends relating to implementation, elearning technologies, end user and LMS technologies

• Maintain superior knowledge and skills, through ongoing training in Skillsoft product areas such as Skillport/OLSA; Platform Customizations/add-on’s; ILT; Course Publishing; Player Technologies, Skill Studio; Editor Tools and all content areas

• Maintain knowledge and understanding of third party system integrations (HR, Payroll, Human Capital, Talent Management, etc.)

• Superior knowledge of Skillsoft’s Solution Services, Platform Services and Custom Content Development

• Provide pre-sales support by executing and designing engaging demos, evals and pilot requests, articulate core services and gain understanding of the needs and requirements of the prospect

• Provide guidance for product-specific training, including personally conducted training when necessary and links to self-direction options (including Skillport, ILT, Skill Studio, Editor Tools, etc.)

• Participate in ongoing development in areas such as Skillsoft product knowledge; Implementation training; customer lifecycle management; Excel, Photoshop; and various Product Support Group (PSG) processes, as well as professional development (including business acumen, consultative skills, time management, organization skills, project management, communication and presentation skills)

• Perform special value-based service activities for the customer that include, but are not limited to, Skillport platform administrative tasks, custom report development, content curation and aligning learning resources to customer competencies

• Superior understanding and knowledge in Skillsoft’s Strategic Implementation and other methodologies

• Demonstrate proficiency in internal processes

• Is a solid contributor to the ongoing improvement of process efficiencies

• Direct customers to self-serve options provided in Skillsoft’s customer portal

• Position Skillsoft as a true differentiator in the market by providing proactive support, consultation and customer satisfaction

• Lead the efforts in effectively collaborating with Deployment Consultant, Program Managers, Application Engineer’s and other resources involved in implementation

• Manage daily operational effectiveness of installed customer programs by serving as liaison to SkillSoft cross-functional areas such as Sales, Technical Support, Consulting Services and Executive Management

• Enter implementation, project and engagement activity updates in Salesforce

• Demonstrates superior knowledge in Skillsoft content, learning design and technology

• Communication of specialized product enhancements to customers

• Channel technical issues to the appropriate resources and escalate custom satisfaction issues as needed

Job Requirements

• Customer Focused – personally demonstrates an exceptional level of customer support to external and internal customers by identifying, and responding to their needs in a timely and efficient manner

• Strong initiative – Recognizes opportunities and initiates actions by looking for new and productive ways to generate impact

• Building Organizational Commitment – Demonstrates commitment, loyalty and appreciation for the organization. Conveys a high-level of concern for all employees, while helping to ensure that both their needs and those of the organization are met

• High-level familiarity with common web technologies (browsers, HTML, JavaScript, etc.)

• High-level familiarity with mobile technology

• Ability to understand and communicate technical concepts to non-technical audiences

Skills Required

The Senior Solution Architect possesses the following skills at a superior level:

• Customer service skills demonstrating responsiveness, positive attitude, and professionalism

• Consulting, listening and communication skills, evidenced by the ability to be adaptable and establish solid working relationships across all levels of the customer project team

• Presentation skills, both virtual and live, in large and small group settings and exceptional knowledge of Webex

• Facilitation skills for meetings and group activities, both virtual and live, demonstrating the ability to guide groups, listen and question effectively

• Writing skills, demonstrating the ability to write with purpose, clarity, and accuracy

• Project management, organizational and time management skills, specifically managing multiple concurrent projects

• Data analytical skills

• Problem-solving and decision-making skills

• Contributes original and resourceful ideas in brainstorming sessions and sees opportunities for creative problem solving while staying within the parameters of good practice. Generates unique but workable and useful solutions to difficult problems and thinks in terms of desired outcomes, not just reactive, quick solutions

• Self-directed work habits, exhibiting initiative, drive, creativity, self-assurance, and professionalism

• Teamwork skills and the ability to act as partner to the customer and the sales team

• Microsoft Word, Outlook and PowerPoint skills and advanced Excel skills

Education and Certifications

Bachelor’s Degree in business, education or related field; or equivalent experience