Solutions Engineer

Job description

# **About the Role** EviSmart helps dental labs run their case workflow through three modules — **Downloader, QC, and Case Entry**. More and more customers are signing up for multiple modules at once, which makes onboarding more complex: each lab runs its own Lab Management System (LMS) and workflow, and our product needs to be mapped correctly to how they actually work. We're hiring a **Senior Solutions Engineer** to own onboarding for these complex, multi-module accounts. This person ensures that EviSmart is scoped and configured correctly against each customer's LMS and workflow from the very first sales conversation through go-live — so onboarding is smooth, on time, and no signed customer is lost along the way. # **Key Responsibilities** - **Map our product to the customer's LMS and workflow** during the sales process, so what gets sold matches what can actually be delivered. - **Assist Sales with scoping complex, multi-module deals** — identifying LMS setup, workflow steps, and requirements that will affect onboarding before the contract is signed. - **Support demos** for complex accounts, tailoring them to how the customer's LMS and lab actually operate. - **Be the liaison between Sales and Product** — when a customer's LMS or workflow doesn't fit how EviSmart works today, own that conversation and drive it to a resolution. - **Work with Customer Success** to improve the onboarding process and keep customers satisfied throughout. - **Own and lead onboarding calls** for complex, multi-module accounts, ending each call with a clear next step. - **Ensure every onboarding is completed within the timeline promised** to the customer. - **Track onboarding status accurately in HubSpot** so leadership always knows where each account stands. # **Requirements** **Must-Have** - 5+ years in a Solutions Engineer, Implementation, or Technical Onboarding role at a B2B SaaS company. - Experience mapping a product to a customer's existing systems/workflow (LMS, practice management software, or similar) during sales and onboarding. - Comfortable leading onboarding calls independently, including with frustrated or uncertain customers. - Strong cross-functional communication — able to translate customer needs to Product and Product constraints back to customers. - Organized, with good CRM/documentation habits. # **KPIs & Success Metrics** - **100% retention of signed customers through onboarding** — no signed customer is lost before go-live. - **Onboarding cycle time:** reduce average time from signup to go-live from ~52 days to a target of **25 days**. - **On-time go-live rate:** 80% of accounts go live on the date promised at kickoff. - **Scope accuracy:** 75% of onboardings completed with no scope change. # **30/60/90 Day Plan** This role starts as an **individual contributor**. Successful completion of the 90-day plan below makes the person eligible to be considered for **Team Lead** as the team grows. **Days 1–30: Learn** - Complete onboarding on EviSmart's product (Downloader, QC, Case Entry) and shadow current onboarding calls. - Learn the most common Lab Management Systems and workflows our customers use. - Review the last 6 months of onboarding tickets in HubSpot to understand where accounts typically stall. - Shadow Sales on at least 2 complex, multi-module scoping calls. **Days 31–60: Contribute** - Independently scope and support at least 1 complex, multi-module deal alongside Sales. - Own at least 2 onboarding accounts end-to-end, from kickoff through go-live. - Start identifying and documenting recurring LMS/workflow mapping gaps for Product. - Begin contributing to the onboarding playbook based on early account learnings. **Days 61–90: Own** - Independently own onboarding for all assigned complex, multi-module accounts. - Hit or trend toward the core KPIs (on-time go-live, scope accuracy, retention, CSAT) on owned accounts. - Deliver at least one process or playbook improvement adopted by the broader onboarding team. - Present a 90-day review of owned accounts, including cycle time, retention, and lessons learned, to the manager. **Path to Team Lead** Successful completion of the 90-day plan — hitting KPI targets, demonstrating ownership of complex accounts, and contributing to team process — qualifies the individual to be considered for **Team Lead**, taking on mentoring of newer Solutions Engineers and a greater voice in onboarding strategy. This is an opportunity to be evaluated, not a guaranteed promotion.