Solution Architect, EMEA

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the global leader in reputation experience management. With its SaaS platform, Reputation technology has managed tens of millions of consumer reviews and consumer interactions across hundreds of thousands of online points of presence for global companies spanning nearly every industry vertical. 

Reputation was ranked for the second year in a row in G2’s Top 100 Best Software list for 2022 as a part of its annual Best Software Awards. Recently, Reputation was named to the Forrester Wave For Customer Feedback management platforms and was recognized by Forrester as one of the most significant social suite vendors. Additionally, Gartner named Reputation to the 2021 Gartner Magic Quadrant for Voice of the Customer. 

Why work at Reputation?

• Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.

• We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022. 

• Reputation is trusted by more than 250 partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com.

• Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports.

• The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.

• Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

• Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

• Our Mission: We exist to forge relationships between companies and communities.

As a Solution Architect, you will play a pivotal role in driving the success of Onboarding the Reputation Platform solutions across the UK. You will interact with multiple elements of the Onboarding team at all stages of the client engagement. This will begin with client-facing conversations around feasibility, guiding on potential solutions using the Reputation platform and drafting a design proposal as required. You will be expected to communicate the choice of design and configuration to the Implementation team, to ensure a smooth delivery. You will be a specialist in systems integration, owning the specification and high level configuration of integration elements, with a view to communicating these to the engineering team. Finally, you will be a reliable subject matter expert for the Engagement, Customer Success and Support teams to engage with, advising them on nuances relating to clients you have interacted with, or areas of the platform you are highly experienced with.

You will be part of the Solution Architects group, liaising regularly and supporting activities within the team. You will collaborate closely with our Implementation, Product and Engineering teams as necessary, ensuring seamless integration and deployment of our solutions across our customer base. Your analytical mindset and technical capabilities will be instrumental in enhancing Reputation’s product offering over time through feedback from the field.

Pre-sales scoping and Solution Design

• Lead the scope definition, design and architecture of complex workflows tailored to meet customer requirements 

• Draft solution proposals fit for purpose within platform capabilities

• Drive continuous improvement initiatives to enhance solution scalability, reliability, and efficiency

• Document complex uses of the Reputation platform at a client project level such that other teams in the organisation can intuitively understand, support and maintain them

Communication

• Strong verbal and non-verbal communication skills enabling easy translation of technical concepts into layman’s terms

• Solid understanding of how and when to use diagrams to illustrate concepts, tailored to the intended audience

• Ability to communicate effectively with IT teams in DevOps, Engineering, client and third party vendors at a technical level

• English is the primary language within Reputation

Forensic ability 

• Demonstrated skill in investigating an issue reported by a stakeholder, following the evidence through to root cause and diagnosis

• Ability to collaborate with technical account management, support and engineering teams to clearly articulate where an issue has been found

• Good understanding that easy investigation of an issue requires preparation in the solution in advance

Customer Engagement

• Engage directly with enterprise and strategic customers to understand their unique challenges and requirements.

• Provide expert guidance and solutions to address customer needs, ensuring maximum value realisation

• Engage as required in the onboarding process to implement proposed solutions and provide guidance as a subject matter expert as appropriate

Innovation and thought leadership

• Drive innovation in solution design and architecture, leveraging emerging technologies and best practices.

• Partner with other Customer Success teams to provide expertise and facilitate wider understanding of complex workflows 

Operational Excellence

• Streamline internal processes and workflows to improve operational efficiency and scalability of complex workflows within platform capabilities

• Implement metrics and KPIs to measure the effectiveness of solution deployments and customer satisfaction with focus on the Solution Architect Team

Qualifications:

• Bachelor's degree in Computer Science, Engineering, or related field; Master's degree preferred.

• 5+ years of experience in solution architecture, with a focus on SAAS-based solutions.

• Proven track record of delivering solutions in a fast-paced environment.

• Strong technical background with expertise in cloud technologies, APIs, and enterprise integrations.

• Proficiency in working with APIs, file based integrations, HTML + CSS + Javascript, and experience with MongoDB, Java, SQL, and JSON.

• Excellent communication and presentation skills, with the ability to articulate complex concepts to both technical and non-technical audiences.

• Strategic mindset with the ability to drive innovation and business growth.

• Experience working with enterprise customers and managing complex projects from conception to delivery.

• Knowledge of Salesforce.com, Microsoft suite and Google tools.

• Highly organised, self-driven and eager to provide superior customer service experience.

• The successful candidate must have excellent interpersonal skills, be a strong communicator, well organised and analytical.

• Able to work across time zones.

When you join Reputation, you can expect:

• Flexible working arrangements.

• Career growth with paid training tuition opportunities.

• Active Employee Resource Groups (ERGs) to engage with. 

• An equitable work environment. 

Our employees say it best:

Our employees highlight our:

• Ample Opportunities - “There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.” 

• Positive Culture - "Great opportunity and exceptional culture." “You will never have a better culture anywhere else. Period.” 

• Training and Tools - “All managers truly want you to succeed, and you are given great tools and training to be successful in your role.”

• Balance - “Great work life balance and awesome team environment!”

Diversity Programs & Initiatives:

Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.

At Reputation, we believe in:

• Diversity: Reputation facilitates a culture where people bring their diverse backgrounds, life experiences and identifications together to achieve our company objectives and contribute their unique perspectives for the betterment of our company, our customers and our people.

• Equity: Reputation believes in treating every employee fairly. We are committed to ensuring that all employees have fair and equal access and opportunity for advancement.

• Inclusion: Reputation believes in creating an environment where employees feel comfortable bringing their whole self to work. We believe feedback fuels progress and we ensure that all voices are able to contribute, provide feedback, and make a difference.

• Belonging: Our culture is one that values collaboration, teamwork, and engagement to ensure that all of our employees across the world know that as part of the Reputation Nation, they are part of something bigger than themselves. We recognize that a culture of belonging cannot exist without a strong foundation of diversity, equity, and inclusion in place.

"At Reputation, we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees, regardless of their background, to make an impact in their work each and every day." - Joe Burton, CEO, Reputation 

Company benefits include:

• Company paid, private health insurance for you and your family

• Life Insurance (4 x salary) 

• Employee Assistance Program

• 21 paid company holidays plus bank holidays every year. In addition, enjoy 6 ‘Recharge Days’ which are wellness days where the entire company takes time off together to rest, recharge, and prioritize mental health. 

• Take advantage of our Cycle Scheme and save up to 8% on home and tech products and spread the cost interest-free.

• Our Employee Resource Groups (ERGs) provide opportunities to connect, share experiences, and support one another in creating an inclusive community. On top of that, enjoy monthly social events to build connections and have fun with your team.

• Free car parking at our Liverpool UK office

• At our Liverpool office you can enjoy free snacks and beverages to keep you energized throughout the day. Plus, take advantage of £15 towards lunch for 3 days a week with Deliveroo while you are working in the office. 

• Gym membership up to £20 per month

• Opportunity to participate in giveback & cultural activities.

We are proud to be an equal opportunity employer and strongly value diversity within our company. We are committed to ensuring a workplace free from discrimination, where everyone is treated fairly regardless of race, religion, ethnicity, gender, sexual orientation, age, marital status, disability, or any other protected characteristic. We believe that diverse perspectives foster innovation and contribute to our shared success, and we welcome all individuals to join us in creating an inclusive environment.

To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates.