Customer Solutions Engineer

Company: Top 10 Sales Talent
Location: Baltimore
Posted on: March 28, 2020

Job Description:

Our staffing agency represents a privately held developer productivity software company that has closed major deals with companies that include Apple, Uber, Lyft, Yelp, Quantcast, Netflix, and AirBNB. -- This 40-employee, Series B firm ($25 million second round just closed), is seeking a top performer to join the company as its first hire on the Customer Engineering team. You will drive customer success from the front lines, participating as a technical expert on sales calls and demos, while owning relationships with existing customers. You will help solve issues, drive product usage/adoption, and be involved in both pre- and post-sales efforts. -- Solution Our client's developer platform is the one place where developers and DevOps teams go to answer questions about code and systems. It ties together information from many tools, from repositories on your code host to dependency relationships among your projects and application runtime information. -- Role -- -- Individual contributor role, working from your home office, in a preferred metropolitan area. -- -- $90k to $120k base salary, commensurate with experience, plus equity and excellent benefits. -- -- Meaningful bonus structure, based on client retention, revenue growth, and client satisfaction. -- -- Reporting to the COO, you will design and implement critical company-wide customer success strategies. -- -- 3 + years experience as a Software or DevOps Engineer is a MUST. Prior experience in a customer-facing role such as Sales Engineering, Customer Success, or Developer relations is a major plus! -- -- An organized approach to work, with demonstrated ability to manage a large pipeline of projects/clients, to make difficult prioritization decisions, and to use data to guide decision-making. -- -- Startup experience is important, although a mix of startup + large company will work. -- -- 30% to 40% national travel required. -- Culture -- -- 5.0 Glassdoor rating, 100% Approve CEO; 100% Recommend to Friend. -- -- A current employee says. "The team is hard working, fantastic, nice, and incredibly intelligent." -- -- 100% retention rate since company inception (50+ customers). -- -- A-Level investors include Redpoint, Goldcrest, Lightspeed, and Sway Ventures.-- -- Official Job Description -- We are looking for the first hire on the Customer Engineering team. You will help customers be successful on the front lines, participating as a technical expert in sales calls and demos, owning relationships with existing customers, helping solve and route any issues, and working to ensure that usage (and satisfaction) grows at all companies, pre- and post-sales. Our team and our sales are growing fast-we've proven strong product-market fit, with wall-to-wall usage, Net Promoter Scores above 60, and tens of thousands of paid daily active users at some of the world's premier development teams (Uber, Yelp, Lyft, SoFi, Quantcast, and many more). You will help build the organization that ensures every customer gets the most value possible out of the product, that every user trusts it to answer their everyday questions, and that everyone who comes in contact with our solution sings its praises. In the first 30 days, you will----- -- -- Go through a week-long training program on our product, our value propositions, our customers, our team, and our processes. -- -- -- Go through an additional week-long training program on how our product is deployed (e.g., Docker and Kubernetes, scaling, and more), product configuration and integrations, our code base, and common user needs. -- -- -- Sit in on 10+ customer and prospect calls to understand our customers' needs. Pitch to new prospects. -- -- -- Dive deep into our metrics (BigQuery, Looker, Google Analytics) and our CRM and marketing suite (HubSpot) to understand how we measure customer engagement. -- -- -- Take over (or get involved in) 1-3 of our prospect or customer relationships. In the first 90 days you will----- -- -- Help build a playbook for tracking customer happiness and maintaining long-term relationships. -- -- -- Continue to take ownership of more prospect and customer relationships. -- -- -- Build a portfolio of 5-15 total accounts. -- -- -- Work closely with Sales to plan and execute on renewals and upsells. Qualifications -- -- -- Experience or training as a software engineer or DevOps engineer, and the ability to talk to our customers (who are all developers themselves) fluently. -- -- -- (Not essential) experience in a customer-facing function, such as Sales Engineering, Success, Developer Relations, etc. -- -- -- An organized approach to work, with demonstrated ability to manage a large pipeline of projects/clients, to make difficult prioritization decisions, and to use data to guide decision-making. -- -- -- Enthusiasm for building a new team and new strategy from scratch, and working on challenging open-ended problems. Location We are an all-remote company and globally distributed team focused on results and employee happiness, so wherever you choose to work is up to you. We don't require you to be in any particular time zone or location. -- For this role, a willingness to travel to customer sites across the U.S. (and occasionally around the world) and to regularly take calls on continental U.S. hours is required. -- Compensation and benefits We provide competitive pay and equity because we want you to act like a business owner and share in the success of the company. Customer Success roles receive a combination of base salary and commissions for successful customer renewals and upsells. -- We also provide many benefits to keep you happy, healthy, and productive.

Keywords: Top 10 Sales Talent, Baltimore , Customer Solutions Engineer , Engineering , Baltimore, Maryland