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.
We are looking for a Solution Expert to join our Centre of Expertise within the Customer Success organisation. The Solution Expert plays a transversal role, combining three essential dimensions to ensure client success and solution excellence:
Technical & Integration Expertise: Quality, robustness, and consistency of connected architectures
The Solution Expert ensures the reliability and performance of technical integrations connected to the Goodays platform (APIs, SSO, SFTP, webhooks), and guarantees robust, scalable, and secure data flows aligned with client IT environments.
Configuration Expertise: Operational implementation and delivery excellence
The Solution Expert is responsible for the correct configuration and implementation of the Goodays solution throughout the client lifecycle, ensuring high operational quality, consistency, and scalability of deployed configurations.
Quality & Reliability Expertise: Sustainability and continuous improvement
The Solution Expert ensures the coherence, stability, and long-term reliability of client setups and integrations, while actively contributing to continuous improvement initiatives, internal processes, documentation, and standardisation practices.
This role is performed in close collaboration with Customer Success, Product, and Support teams.
In this role, the Solution Expert will:
Pre-sales
Qualify client-specific needs and identify technical constraints or interoperability requirements.
Contribute to drafting the technical Statements of Work and validating the feasibility of client requests.
Support Sales teams in understanding connected services available (APIs, SSO, webhooks, data flows, etc.).
Project Phase
Lead technical and CX workshops: scope, advise, and formalise customer listening frameworks (surveys, journeys, questionnaires, etc.).
Configure and implement the Goodays solution, including routing, workflows, notifications, user access, and distribution rules.
Lead and manage technical integrations (APIs, SSO, SFTP, webhooks, data flows).
Ensure the quality, clarity, and completeness of technical documentation, including architecture diagrams, guides, and client procedures.
Guarantee technical and functional consistency of the solution with client requirements.
Run Phase
Act as the expert point of contact for complex and advanced topics.
Support Customer Success Managers in managing evolutions, analysing complex requests, and delivering appropriate solutions.
Diagnose and resolve complex technical incidents (L2) or prepare and formalise escalations to L3 when required.
Monitor the performance and reliability of deployed setups (stability, response rates, journey consistency).
Identify opportunities for continuous improvement, including standardisation, industrialisation, and documentation.
Desired Education & Experience
Strong understanding of customer experience and listening programme design.
Ability to translate business and CX needs into robust, configurable, and scalable systems.
Proficiency with web technologies: REST APIs, SSO, SFTP, webhooks.
Strong understanding of IT architectures and SaaS environments (cloud, security, authentication, databases).
Ability to read and analyse logs, diagnose incidents, and understand protocols.
Knowledge of security, performance, and reliability standards.
Experience with project and backlog management tools (Monday, Jira, etc.).
Excellent documentation skills, including technical guides, diagrams, and FAQs.
Strong attention to detail and quality in all deliverables.
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.