Solutions Engineer

About the Role

EviSmart helps dental labs run their case workflow through three modules -  Downloader, QC, and Case Entry. More and more customers are signing up for multiple modules at once, which makes onboarding more complex: each lab runs its own Lab Management System (LMS) and workflow, and our product needs to be mapped correctly to how they actually work.

We're hiring a Senior Solutions Engineer  to own onboarding for these complex, multi-module accounts. This person ensures that EviSmart is scoped and configured correctly against each customer's LMS and workflow from the very first sales conversation through go-live - so onboarding is smooth, on time, and no signed customer is lost along the way.

Key Responsibilities

• Map our product to the customer's LMS and workflow  during the sales process, so what gets sold matches what can actually be delivered.
• Assist Sales with scoping complex, multi-module deals  - identifying LMS setup, workflow steps, and requirements that will affect onboarding before the contract is signed.
• Support demos  for complex accounts, tailoring them to how the customer's LMS and lab actually operate.
• Be the liaison between Sales and Product  - when a customer's LMS or workflow doesn't fit how EviSmart works today, own that conversation and drive it to a resolution.
• Work with Customer Success  to improve the onboarding process and keep customers satisfied throughout.
• Own and lead onboarding calls  for complex, multi-module accounts, ending each call with a clear next step.
• Ensure every onboarding is completed within the timeline promised  to the customer.
• Track onboarding status accurately in HubSpot  so leadership always knows where each account stands.

Requirements

Must-Have

• 5+ years in a Solutions Engineer, Implementation, or Technical Onboarding role at a B2B SaaS company.
• Experience mapping a product to a customer's existing systems/workflow (LMS, practice management software, or similar) during sales and onboarding.
• Comfortable leading onboarding calls independently, including with frustrated or uncertain customers.
• Strong cross-functional communication - able to translate customer needs to Product and Product constraints back to customers.
• Organized, with good CRM/documentation habits.

KPIs & Success Metrics

• 100% retention of signed customers through onboarding  - no signed customer is lost before go-live.
• Onboarding cycle time:  reduce average time from signup to go-live from ~52 days to a target of 25 days.
• On-time go-live rate:  80% of accounts go live on the date promised at kickoff. 
• Scope accuracy:  75% of onboardings completed with no scope change.

30/60/90 Day Plan

This role starts as an individual contributor. Successful completion of the 90-day plan below makes the person eligible to be considered for Team Lead  as the team grows.

Days 1-30: Learn

• Complete onboarding on EviSmart's product (Downloader, QC, Case Entry) and shadow current onboarding calls.
• Learn the most common Lab Management Systems and workflows our customers use.
• Review the last 6 months of onboarding tickets in HubSpot to understand where accounts typically stall.
• Shadow Sales on at least 2 complex, multi-module scoping calls.

Days 31-60: Contribute

• Independently scope and support at least 1 complex, multi-module deal alongside Sales.
• Own at least 2 onboarding accounts end-to-end, from kickoff through go-live.
• Start identifying and documenting recurring LMS/workflow mapping gaps for Product.
• Begin contributing to the onboarding playbook based on early account learnings.

Days 61-90: Own

• Independently own onboarding for all assigned complex, multi-module accounts.
• Hit or trend toward the core KPIs (on-time go-live, scope accuracy, retention, CSAT) on owned accounts.
• Deliver at least one process or playbook improvement adopted by the broader onboarding team.
• Present a 90-day review of owned accounts, including cycle time, retention, and lessons learned, to the manager.

Path to Team Lead

Successful completion of the 90-day plan - hitting KPI targets, demonstrating ownership of complex accounts, and contributing to team process - qualifies the individual to be considered for  Team Lead, taking on mentoring of newer Solutions Engineers and a greater voice in onboarding strategy. This is an opportunity to be evaluated, not a guaranteed promotion.