HSI

Compensation

Full Description

About the Role We’re looking for a Solutions Architect Manager who is as strong with people as they are with platforms. In this pivotal role, you’ll lead a team of 14 Solutions Architects across North America, ensuring they have the tools, guidance, and support to deliver outstanding customer experiences. This is a hands-on leadership role in a fast-paced SaaS environment. You’ll not only manage day-to-day team operations but also act as a subject matter expert across our three flagship systems: Learning Management Systems (LMS), Environmental Health & Safety (EHS), and Chemical Management Systems (CMS/SDS). You’ll partner closely with Product, Engineering, Sales, and Customer Success teams to solve problems, advocate for our customers, and make sure the Solutions Architect team has a strong voice in company-wide initiatives. If you thrive in environments where no two days look the same, can balance “yes” and “no” with political savvy, and love helping people grow while keeping operations running smoothly, this is the role for you. What You’ll Do Lead & Develop the Team Manage a team of 14 Solutions Architects across North America. Mentor, coach, and grow team members through regular feedback, goal setting, and career development. Jump in to support tickets when the team is at capacity. Foster a positive, collaborative, and inclusive team culture. Own Processes & Partner Cross-Functionally Refine team workflows for efficiency, scalability, and customer satisfaction. Collaborate with Product, Dev, Sales, and CS to align strategies and represent the support/customer perspective in planning. Balance workloads and priorities across global teams. Provide Technical & Escalation Oversight Act as the go-to SME for LMS, EHS, and CMS platforms (training provided). Lead resolution of escalated customer and technical issues. Perform root cause analysis and advocate for long-term improvements. Support Strategic Initiatives Contribute to M&A projects (platform analysis, data migrations, post-integration support). Occasionally support pre-sales efforts (RFPs, demos, solution design). Represent the Solutions Architect team in strategic planning sessions. Drive Results Through Metrics & Continuous Improvement Track KPIs and operational performance, reporting insights to senior leadership. Lead process improvement and automation initiatives. Ensure service-level goals are consistently met or exceeded. Leadership experience: 3–5+ years managing technical support, consulting, or solutions teams in a SaaS or fast-paced environment. Technical aptitude: Ability to learn new platforms quickly; prior experience with LMS, EHS, or CMS systems a plus (training provided). Customer-first mindset: Skilled at balancing customer needs with business objectives. Cross-functional communicator: Comfortable partnering with Product, Engineering, Sales, and CS. Decision-maker: Confident making and owning decisions, even in ambiguity. Change-ready: Adaptable, flexible, and thrives in environments where the only constant is change. Tools knowledge: Experience with CRM platforms (Salesforce, Intercom, or similar) and comfort with metrics-driven management. Opportunity to lead a highly skilled team in a visible, impactful role. Direct involvement in strategic initiatives, platform innovation, and customer experience improvements. Exposure to cross-functional work across global teams. A fast-paced, collaborative environment where you’ll have the autonomy to make decisions and drive outcomes. Competitive compensation, benefits, and ongoing professional development.