Customer Solutions Engineer

ABOUT THE ROLE

This is a smart-generalist role: become an expert on the client's product, then lead both sales demos and customer implementations. It is not a playbook-and-ticket implementation job. The person sits between sales, product, engineering and customer success, and spends most of the day 1:1 with customers on Zoom.

• Customer discovery (pre-sales): lead discovery calls and product demos with Sales; answer technical questions; qualify fit and flag blockers; build demo materials, videos and FAQs.
• Customer onboarding: own each onboarding from sales handoff to go-live as the customer's main contact; configure the product to their needs; train them on integrating data and handling edge cases; spot churn risks and upsell opportunities.
• Project management: run many implementations at once (30+); write plans, timelines and milestones; troubleshoot with engineering; coordinate with resellers, consultants and other partners.
• Process improvement: build templates, tooling and automation so onboarding scales to hundreds of customers; define and own onboarding KPIs.

No construction background is required. The person should be able to answer in-depth questions from construction CFOs within about 3 months.

WHO WE'RE LOOKING FOR

The ideal candidate has 1+ year in a customer-facing role, 3+ years total, startup or elite-company experience, and a strong degree. They should run many projects at once without dropping details.

Must-haves:

• 1+ year in a customer-facing role: onboarding, implementation, solutions engineering, customer success engineering, custom solutions or ERP integrations. Operations or business operations at a VC-backed startup also counts.
• 1+ year at a VC-backed startup (earlier stage is better) OR an otherwise elite company, such as top consulting.
• 4-year bachelor's degree from a solid US or Canadian school.
• Confident speaker who can handle strong-willed customers and complex situations.
• Methodical troubleshooter, or clear aptitude for technical concepts like data types, system constraints and data dependencies.

Also required:

• Elite project management and organization; can juggle 30+ implementations and is very detail-oriented.
• Startup experience, OR an explicit desire to join an early-stage startup.

Nice to have:

• Recent hands-on experience implementing B2B SaaS.
• Hands-on experience demoing SaaS to prospects.
• Semi-technical: works with APIs, SQL, JSON, Postman or similar.
• Experience with accounting concepts.
• Familiarity with the construction industry.
• Top-30 US/Canada undergrad school, or a technical (e.g. CS) degree.