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 (dealbreakers):

• 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.

Green flags:

• 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.