Solution Expert
Ins & outs
Goodays (formerly Critizr) is Europe's leading Customer Experience Management Platform. Founded in 2012, our vision is to make commerce better for everyone - merchants and customers.
Our mission is to bring your entire company together around a single goal: the customer. We provide a highly adopted Customer Experience Management platform that makes it easier to deliver more human and personal customer experiences at scale. At the forefront of innovation, our platform is the most complete one in the world of AI and empowers teams to gain deeper insights and act swiftly on customer experience.
Our technology is used in 25 countries by over 150 of Europe's biggest companies, including E.Leclerc, Domino's Pizza, Crédit Agricole, Kingfisher, Sonepar, and EssilorLuxottica. We are present in more than 70,000 business locations and give the entire organisation, from c-suite to frontline, CX and insights teams the tools they need to bring value to the company and the customer.
Client Success is at the heart of everything we do!
Our team of Engagement Manager, Adoption Digital Consultant, Retail Expert, Support Agents, and Customer Success Manager is dedicated to ensuring that our customers have the best possible experience in their journey with Goodays and achieve their business goals.
This journey starts with the Customer Success team working closely with the client to set up, onboard, coach, and train on the Goodays solution, and along the way, the Customer Success team build and maintains a long-term trusted relationship to bring the customer CX program to life and get the most out of Goodays solution via best practices, recommendations, benchmarks and coaching.
As a Solution Expert, you are at the heart of this promise: you transform our clients’ business challenges into concrete, high-performing and scalable solutions within our platform.
At the crossroads of functional, technical and delivery, you are responsible for the long-term success of client projects. You are involved both during initial deployment phases and ongoing improvements in production.
You work closely with Product, Engineering, Support and Sales teams to ensure consistent, robust and high-impact implementations.
In this role, you will be responsible for :
Lead client deployments and ongoing improvements
You are responsible for the successful delivery of projects for our key accounts, from initial deployment through to ongoing improvements in production.
Scope, structure and plan projects (onboarding and post-launch improvements)
Facilitate workshops with business and IT stakeholders
Translate client needs into clear and robust functional architectures
Define and implement configurations within the platform
Challenge requirements to propose optimal and scalable solutions
Ensure quality, timelines and value delivered
Lead technical integrations
You are the point of reference for integrating the platform into client ecosystems.
Lead integration projects (APIs, SSO, data flows, etc.) with client IT teams
Write technical specifications and related documentation
Support clients in diagnosing and resolving technical issues related to integrations
Contribute to continuous product improvement
In direct contact with clients, you provide structured field insights to help evolve the platform.
Identify recurring issues and friction points
Support complex production issues in collaboration with Support and technical teams
Share clear and prioritised feedback with Product teams
Desired Education & Experience
Higher education degree (engineering school, university or equivalent)
Proven experience in implementing or deploying SaaS solutions
Experience in managing technical and integration projects
Key skills
Ability to structure complex projects and lead deployments for enterprise clients
Excellent communication skills, with the ability to engage both business and technical stakeholders (French and English)
Ability to challenge client needs and propose pragmatic, relevant solutions
Strong analytical mindset and ability to investigate technical issues
Technical skills
Good understanding of web architectures and information systems
Strong knowledge of integrations: REST APIs, SSO (SAML), SFTP, data flows
Ability to design functional and technical architectures
Experience writing clear and actionable technical documentation
Other requirements
Clear communication skills and ability to simplify complex technical concepts, both in French and English.
Strong rigour and organisational skills, with a structured and methodical approach to delivery and documentation.
Proactivity and anticipation, with the ability to identify risks and propose solutions.
Strong collaboration mindset, working smoothly with Customer Success, Support, Product, and Sales teams.
Empathy and active listening, with the ability to adapt communication to different stakeholders.
Resilience and the ability to maintain constructive dialogue in complex situations.
Service-oriented mindset, acting as a trusted partner focused on delivering maximum client value.
Curiosity for CX and a consultative approach to problem-solving.
Reporting Line
In this role, you will report directly to the Head of Professional Service.
What Goodays offers you
A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth.
A diverse, talented, and supportive international team, with strong opportunities for learning and knowledge sharing.
A stimulating and collaborative work environment with significant opportunities for professional growth and development.
An international context with exposure to large European clients.
An attractive compensation package including pension, health, and life insurance.
An open and inclusive work environment with flexible working arrangements and parent-friendly options.