Kivo

Solutions Engineer

• Engage early in the sales process to assist with requirements definition and project scoping
• Lead end-to-end implementations of the Kivo platform through structured project management and governance
• Facilitate discovery and design workshops
• Translate regulated process requirements into configured platform solutions with documented decisions
• Guide customer adoption of Kivo
• Educate customers on Kivo’s validation methodology and orient them to Kivo documentation
• Partner with the Data Migration team on discovery, field mapping, dry-run coordination, and production cutover checklists
• Guide change management activities including defect triage, go-live readiness assessments, user training enablement, and post-go-live stabilization
• Manage a portfolio of North American accounts as the primary strategic post-implementation contact
• Build and maintain tailored success plans aligned with customer business goals
• Partner with Sales to identify, qualify, and advance expansion and upsell opportunities
• Cultivate senior-level customer relationships and deliver executive-ready insights, business reviews, and ROI narratives
• Surface customer feedback, advocate for roadmap priorities, and collaborate with Product on features and packaged offerings
• Manage customer adoption of new feature releases and configuration changes
• Own GRR and NRR metrics; execute playbooks for at-risk accounts, renewals, and expansion conversations

Solution Architect – Quality, QMS

• Engage early in the sales process to assist with requirements definition and project scoping
• Lead end-to-end Kivo platform implementations through structured project management and governance
• Facilitate discovery and design workshops
• Translate regulated process requirements into configured platform solutions with documented decisions
• Guide customer adoption of Kivo
• Educate customers on Kivo’s validation methodology and orient them to Kivo documentation
• Partner with Data Migration on discovery, field mapping, dry-run coordination, and production cutover checklists
• Guide change management, defect triage, go-live readiness assessments, user training enablement, and post-go-live stabilization
• Manage a portfolio of North American accounts as the primary strategic post-implementation contact
• Build tailored success plans aligned with customer business goals
• Partner with Sales to identify, qualify, and advance expansion and upsell opportunities
• Cultivate senior customer relationships and deliver executive-ready insights, business reviews, and ROI narratives
• Represent customer feedback internally and collaborate with Product on roadmap priorities, features, and packaged offerings
• Manage feature releases and configuration changes to ensure adoption and platform utilization
• Own GRR and NRR metrics; execute playbooks for at-risk accounts, renewals, and expansion conversations with Sales leadership

Solution Architect – Regulatory, RIM

Technical Project Manager

• Own technical configuration for initial application setup and environment tuning for new and existing customer and internal deployments
• Translate business and customer requirements into concrete technical configurations
• Troubleshoot issues directly rather than only routing them to engineering
• Serve as the primary technical point of contact during implementation projects
• Develop and teach practical AI skills across the implementation team
• Create reusable AI-powered tools, scripts, or skills to support faster implementations
• Execute data and system migrations from legacy systems to Kivo
• Support the evolution of Kivo’s migration toolset by identifying process efficiencies and AI tooling
• Provide responsive technical support via email, chat, and ticketing systems such as Intercom and Jira
• Troubleshoot and resolve platform, configuration, and process-related issues
• Triage and escalate complex technical issues to Engineering or Product with reproduction steps and customer impact assessments
• Document common issues, resolutions, and best practices for the internal knowledge base

Solution Architect – Quality, QMS

Solution Architect – Regulatory, RIM

Technical Implementation Manager