Description
The Director of Solutions will lead and scale a high-impact Solutions organization responsible for driving revenue, owning complex pre-sale processes, and ensuring successful onboarding and delivery for enterprise customers.
The team owns the customer journey from pre-sale through go-live and continues to support customers with Tier 2 ownership post go-live. This role acts as a strategic bridge between Sales, Product, Engineering, and Customer Success.
Key Responsibilities
- Lead, manage, and grow the Solutions team (Solution Engineers)
- Define and implement scalable methodologies, playbooks, and onboarding processes
- Partner closely with Sales to drive deal success and improve win rates
- Own solution quality across pre-sale, onboarding, and Tier 2 support post go-live
- Build strong partnerships with Product and Engineering:
- Drive feedback loops
- Surface product gaps and technical limitations
- Influence roadmap and prioritization
- Maintain full visibility and transparency for senior leadership:
- Track onboarding status across customers
- Clearly communicate blockers, risks, and delays per account
- Step into complex deals and strategic customers when needed
- Build scalable infrastructure (training, hiring, team structure)
- Ensure smooth collaboration and handoff with Customer Success
Day-to-Day
- Managing and coaching team members
- Reviewing active deals and onboarding pipelines
- Identifying and removing blockers across customers
- Working closely with Sales on strategic opportunities
- Syncing with Product and Engineering on gaps and priorities
- Reporting status, risks, and progress to senior leadership
- Improving processes, frameworks, and best practices
Requirements
Must Have
- 8+ years in Solutions / Pre-sale / Implementation roles
- 3+ years managing technical, customer-facing teams
- Strong experience in SaaS (preferably data-heavy or fintech/payments)
- Proven experience working closely with Sales, Product, and Engineering
- Background as a Solution Engineer or Solution Architect
- Experience building processes and scaling teams
- Strong business and technical acumen
Nice to Have
- Experience in payments / chargebacks / fraud domain
- Experience working with enterprise customers
- Experience in high-growth / scale-up environments
