Customer Solutions Engineer

Job Description

Customer Solutions Engineer (Remote)

Role details

• Salary: $110K - $180K

• Remote work policy: For remote, if candidates are located within ~2 hours of SF (San Jose, Sacramento, etc.), they do not qualify for remote and will be asked to relocate.

• Full-time position

• Location: New York, San Francisco, South Bay Area, Los Angeles, Boston, Seattle, Texas, Chicago, Washington DC, Denver, Florida, Minnesota, Sacramento

• Equity: 0.01% - 0.10%

• Visa sponsorship details: Open to visa transfers (e.g. OPT, H1B transfers)

• Additional visa sponsorship details

• Visa: we sponsor Visas (H1B, TN, etc.) for candidates who are a good fit!

• Hiring Count: Looking to hire 8 - 10 candidates for this role

About this role

We’re hiring a smart generalist to become an expert on our product and lead both sales demos and customer implementations. You’ll guide customers through their journey with us, from technical sales support to hands-on onboarding, project management, and customer success. This is a unique opportunity to learn a complex b2b product in great depth, build long-term customer relationships, contribute to sales processes, work closely with our engineers, and join a team as it grows from $Xm to $XXm in revenue. You will report directly to our co-founder/CEO.

Why are we hiring this role?

• We grew our customer count 18x YoY. We’re closing and onboarding 5-8 new customers per week. We simply can’t manage this pace going forward with our current headcount.

• By hiring a dedicated person in this role, we will expand our capacity to run more sales demos and onboard more customers in a shorter period. This will enable us to sign more customers faster and release a constraint holding us back from hitting our aggressive growth goals this year.

Responsibilities

• Customer Discovery - work with Sales to qualify opportunities, acting as a technical expert:

  • Lead discovery and product demos with prospects; guide them through how we work

  • Answer technical questions and position our product in the context of their systems

  • Qualify fit, identify blockers, and advise on implementation details

  • Create customer-facing collateral (e.g. videos, product FAQs)

  • Maintain and update demo materials for our teams to use in pre-sales

• Customer Onboarding - own customer onboardings end-to-end (alongside other teammates):

  • Lead customers from sales handoff to full implementation efficiently, working with them 1:1

  • Be their primary point of contact and assume full accountability for their onboarding

  • Understand their goals and configure our product to meet their specific needs

  • Train them on how to use our software product (e.g. integrate their data, perform common actions, handle edge cases)

  • Create and maintain comprehensive docs for implementation best practices and FAQs

  • Build strong customer relationships and long-term loyalty

  • Identify churn risks and upsell opportunities

• Project Management - project-manage each customer’s implementation; manage many at once:

  • Create and share detailed implementation plans, timelines, milestones, open issues, and remaining steps

  • Troubleshoot issues that arise, working with our product and engineering teams if new features are needed

  • Proactively identify and escalate implementation risks; work with cofounders to solve them

  • Identify feedback, requests, and weak areas of our product; share with our team to drive our product roadmap

  • Work with external partners (e.g. sales partners, resellers, consultants) to align onboarding timelines across parties and systems

• Process Improvement - build tooling, templates, and automation to scale onboarding across hundreds of customers:

  • Understand the variations in our current processes and key gaps that hinder onboarding

  • Create a standardized and scalable process that works for hundreds of customers

  • Create customer education materials (e.g. demo videos) to reduce manual effort required by us

  • Work with product/engineering to build features that improve customer onboardings

  • Define + own + improve internal tracking mechanisms and KPIs for customer onboarding timelines.

Requirements

Dealbreaker

Seniority

Must have: 1+ years of experience at a VC-​backed startup (earlier stage the better) OR otherwise elite company

Work experience

Must have: Experience in a customer-​facing role,​ like customer success,​ customer success engineer,​ integration implementation,​ implementation manager,​ implementation specialist,​ custom solutions,​ ERP integrations,​ etc.​ OR in operations / business operations at a VC-​backed startup.​

Education

Must have: 4 year Bachelor's degree at a decent U.​S.​/Canada school

Hard skills

Must have: Able to debug/troubleshoot methodically OR aptitude / ability to learn technical concepts

Soft skills

Must have: Confident speakers to engage and effectively navigate strong-​willed customers and complex situations.​

Baseline

Seniority

Required: 3 -​ 7 years of experience in a customer-​facing role,​ like customer success,​ customer success engineer,​ integration implementation,​ implementation manager,​ implementation specialist,​ custom solutions,​ ERP integrations,​ etc.​ OR in operations / business operations at a VC-​backed startup.​

Work experience

Required: Previous startup experience OR explicit interest in joining an early-​stage startup

Soft skills

Required: Strong project management and organization skills;​ process-​oriented,​ able to manage many implementations (e.​g.​ 30+) at once.​

Nice-to-have

Work experience

• Hands-​on experience demoing SaaS software to potential customers

• Familiarity with the construction industry.​

• Experience with accounting concepts.​

• Hands-​on experience with b2b SaaS software implementations.​ This should be recent!

Education

• Top 30 US/Canada undergrad school is a major plus

• Technical (i.​e.​ CS) degree is a huge plus

Hard skills

• Proficiency with SQL or JSON

Miscellaneous

• Serious athlete / sports background

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