Responsibilities
- Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and expansion across lines of business.
- Identify customer pain, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops.
- Lead onboarding for strategic customers, including planning, implementation, integrations, and training.
- Build customer-specific implementation playbooks, guide complex deployments with executive visibility, and ensure customers realize value during onboarding and over time.
- Identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business.
- Diagnose root causes when adoption stalls, design a path forward, and connect technical work to measurable business outcomes.
- Serve as an escalation point for complex technical challenges raised by other Customer Engineers.
- Resolve ambiguous problems with multiple variables and tradeoffs, involving Product or Engineering only when truly needed.
- Build playbooks, document repeatable fixes, coach peers, and improve how Customer Engineering work gets done across the team.
- Use AI tools to accelerate content creation, surface patterns across accounts, and share practical workflow findings with the broader team.
- Assess account health, risks, stakeholder relationships, and the highest-priority problems to solve within your portfolio.
- Establish trust with Account Directors and customer stakeholders, then independently lead complex customer interactions that move accounts forward.
- Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts.
- Contribute reusable frameworks, playbooks, or processes that other Customer Engineers use and become a trusted advisor to Account Directors on account health and technical strategy.
