Customer Request Coordinator

Harnessing the Power of Data, Together.

Solace stands at the forefront of technology and innovation, empowering the world's largest enterprises in their journey towards becoming real-time, data-driven organizations. Our cutting-edge technology intelligently, securely, and reliably helps our customers by solving use cases like hybrid cloud integration, IoT connectivity, microservices, and big data distribution.

Help Us, Help Them, Help You.

By joining our first-class team, you will be helping leading enterprises, including common household brands we all know and love, reach their full potential in this real-time, digital world.

The next time you drive a luxury vehicle, do some online banking, fly in a plane, or order some furniture online, you could be getting a better experience as a direct result of our technology, and your hard work. Wouldn’t that be great!?

Overview.

We are looking for a talented and experienced project coordinator to join our team as our Customer Request Coordinator. This role involves receiving requests for information from Solace customers via Solace account managers and sales directors. You will be responsible for coordinating the preparation of Solace responses to customer requests for information using existing Solace databases as well as information provided by Solace subject matter experts.

In This Role You Will

Customer Request Response Coordination:

• Work closely with Solace Sales Account Managers (AMs) and Sales/Solution Engineers (SEs) to respond to customer questionnaires and RFPs
• Coordinate responses with Solace subject matter experts (SMEs) from Finance, Human Resources, Legal, Cybersecurity, IT, Product Support, R&D, and other departments
• Utilize existing libraries and databases wherever practical to answer requests efficiently, minimizing SME workload
• Create, maintain, and update response libraries in RFPIO (our primary RFP management SaaS tool)with SME input
• Serve as the owner of RFPIO and work with SMEs to maximize the tool’s capabilities and derive value from the tool
• Interact with customer supplier portals to provide timely responsesto customer questionnaires and requests for information
• Engage internal SMEs in a timely manner, allowing adequate time to respond and keeping their time constraints to a minimum. Ask follow-up questions to ensure full compliance with the request
• Respond to customer requests for information, compliance and due diligence requests, onboarding forms and processes, and other information requirements
• Prepare final documents in required file formats for submission
  
  

Project Coordination Support

• Collaborate with Solace stakeholders to ensure timely deliveryof requested information (questionnaires, forms and other documents)
• Maintain and update project documentation
• Communicate project deadlines to SMEs, monitor and follow up on various project milestones and deliverables
• Communicate accurately and effectively with management/SMEs when setting and addressing priorities; provide regular progress updatesto AMs
• Take full responsibility for completing tasks and ensuring smooth operations to meet both customer and Solace goals
• Serve as the primary point of contact for AMs
  
  

Deal Desk Support

• Assist with Deal Desk daily operations
  
  

Types Of Incoming Requests Include

• Security questionnaires and assessments
• Data protection and compliance questionnaires
• Miscellaneous requests for information in support of Solace AMs responses to requests for proposal
• Supplier onboarding questionnaires, forms and requests for documentation (i.e. insurance and tax certificates, banking and other financial information)
  
  

What You'll Bring To The Team

• Highly organized, adaptable, and self-motivated with strong customer focus
• Proven ability to manage multiple tasks in fast-paced, multi-project environment
• Strong communication and collaboration skills across technical and non-technical teams to deliver accurate and timely responses
• Experience with Salesforce
• Experience with Adobe Acrobat
• Experience working with customer/third party portals (g. Ariba)
• Knowledge of RFPIO (or similar) platform
• Creative, motivated, and curious to learn about the Solace business
  
  

Desired Skills

• IT education and/or experience is not required but considered an asset for dealing with security-related questionnaires and Solace security SMEs.
  
  

Why You’ll Want to Join Us at Solace

• We have an awesome team! You’ll get to work with some of the smartest individuals in the business
• We believe in work-life balance and believe it’s important to love what you do
• We have adopted a hybrid work model to create an inclusive working environment for everyone
• We live by our values: craftsmanship, trust, courage, freedom, momentum, humility, and human experience. Every. Single. Day.
• Our training programs are top-notch (LinkedIn Learning, Mentorship program, Solace Academy)
• We like to brag about our stellar customer lineup!
• We are social – we like to keep things simple and fun!
• We are one of the top-ranked employers on Glassdoor
• We have a sense of humour and make cool videos on cool topics like MITT and this!
  
  

We understand that experience takes on various shapes and sizes. Not sure you meet all the requirements? We still want to hear from you! Your unique experience could be exactly what we are looking for.

At Solace, we believe that diversity and inclusion drive innovation and growth, both in business and in life. We strive to create an enriching and safe workplace where you can be who you are. If you want to do the best work of your career and feel supported every step of the way, we encourage you to join us!

Accommodations are available upon request for anyone taking part in the hiring process. Let us know how we can help! We thank all candidates for their interest, however, only those selected to continue in the selection process will be contacted.