By Tami Aschwege, Solutions Engineer, Suntell
In my last post, I described how I’ve seen Suntell deliver results for financial institutions. Now, let’s pull back the curtain on my current role and how it bridges the gap between sales and implementation.
When I first received my new job title, Solutions Engineer, I immediately searched online because I wanted to know exactly what it meant. It sounds like I should be designing bridges or creating something with blueprints in hand. In reality, I do build bridges, just not the kind made of steel and concrete.
The Bridge Between Sales and Customers
In my role at Suntell, I serve as the connection point between our sales team and the banks and credit unions we work with. Think of me as the translator. Sales focuses on listening to a prospective customer’s needs and showing the possibilities of the Square 1 Credit Suite. My responsibility is to make sure we fully understand those needs, confirm we can deliver on them, and demonstrate exactly how our loan management system can work in the customer’s day-to-day lending process.
If a lender says, “We track loan documents this way” or “Our loan presentations need to follow this format,” I can respond with, “Here is how that works in the Square 1 Credit Suite” because I have both used the system as a banker and implemented it for other financial institutions.
Why My Experience Matters
Before joining Suntell, I worked in a community bank that relied on spreadsheets, Word documents, and manual processes. Then I experienced the transition to Suntell as a user. Later, I joined the company as part of the implementation and customer support team. I have been on both sides of the desk, so I understand the concerns and challenges our customers face.
This background allows me to relate to a lender who is frustrated with their current commercial lending software, reassure them that I have faced similar challenges, and show them how Suntell can make the change as smooth as possible.
Setting the Stage for a Smooth Implementation
One of the biggest benefits of having a Solutions Engineer on the team is the continuity it creates. During the sales process, I gather details about the customer’s workflows, preferences, and priorities. When it is time for implementation, I bring all of that information forward. Instead of starting from scratch, we can move quickly and confidently.
For example, if a customer shares during the sales process that their imaging folders need to be organized in a specific way, we make sure that configuration is ready from day one. This saves time, reduces confusion, and builds trust early in the relationship.
Why This Role Exists at Suntell
The world of banking technology is full of stories about customers who feel they were promised one thing during sales and given something different during implementation. Suntell created the Solutions Engineer role to close that gap. By bridging sales and implementation, I help ensure that our customers get exactly what they expect from the Square 1 Credit Suite, and often even more than they anticipated.
A Job That Is All About People
At the end of the day, my role is not just about software. It is about helping people solve problems, work more efficiently, and feel confident in the tools they use. Whether I am walking someone through their first credit analysis in the Square 1 Credit Suite or troubleshooting a document tracking configuration, the most rewarding part is knowing I am making their job easier.
I may not be wearing a hard hat or designing skyscrapers, but I am building something equally important: strong and lasting connections between our customers, our sales team, and our implementation process. For me, that is exactly where I want to be.
Understanding my role is key to seeing how we address customer concerns before they become obstacles. In my next post, I’ll walk you through three of the most common objections I hear, and how we solve them.
