[Hiring] Customer Solutions Engineer @hireVouch

Role Description

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.

Qualifications

• 1+ year in a customer-facing role: onboarding, implementation, solutions engineering, customer success engineering, custom solutions or ERP integrations
• 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

Requirements

• 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

Benefits

• 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

Company Description

• Founding or early-startup experience
• Serious athletics background (college or high school)
• High GPA or test scores; meaningful academic awards
• Competitive extracurriculars, such as debate