Customer Solutions Engineer (Remote)

About the role

tl;dr we’re hiring a smart generalist to become an expert on our product and lead both sales demos and customer implementations. You’ll guide customers through their journey with Agave, from technical sales support to hands-on onboarding, project management, and customer success. This is a unique opportunity to learn a complex b2b product in great depth, build long-term customer relationships, contribute to sales processes, work closely with our engineers, and join a team as it grows from $Xm to $XXm in revenue. You will report directly to our co-founder/CEO.

Why are we hiring this role?

We grew our customer count 18x YoY. We’re closing and onboarding 5-8 new customers per week. We simply can’t manage this pace going forward with our current headcount.

By hiring a dedicated person in this role, we will expand our capacity to run more sales demos and onboard more customers in a shorter period. This will enable us to sign more customers faster and release a constraint holding us back from hitting our aggressive growth goals this year.

Responsibilities

Customer Discovery - work with Sales to qualify opportunities, acting as a technical expert:

Lead discovery and product demos with prospects; guide them through how Agave works

Answer technical questions and position our product in the context of their systems

Qualify fit, identify blockers, and advise on implementation details

Create customer-facing collateral (e.g. videos, product FAQs)

Maintain and update demo materials for our teams to use in pre-sales

Customer Onboarding - own customer onboardings end-to-end (alongside other teammates):

Lead customers from sales handoff to full implementation efficiently, working with them 1:1

Be their primary point of contact and assume full accountability for their onboarding

Understand their goals and configure our product to meet their specific needs

Train them on how to use Agave (e.g. integrate their data, perform common actions, handle edge cases)

Create and maintain comprehensive docs for implementation best practices and FAQs

Build strong customer relationships and long-term loyalty

Identify churn risks and upsell opportunities

Project Management - project-manage each customer’s implementation; manage many at once:

Create and share detailed implementation plans, timelines, milestones, open issues, and remaining steps

Troubleshoot issues that arise, working with our product and engineering teams if new features are needed

Proactively identify and escalate implementation risks; work with cofounders to solve them

Identify feedback, requests, and weak areas of our product; share with our team to drive our product roadmap

Work with external partners (e.g. sales partners, resellers, consultants) to align onboarding timelines across parties and systems

Process Improvement - build tooling, templates, and automation to scale onboarding across hundreds of customers:

Understand the variations in our current processes and key gaps that hinder onboarding

Create a standardized and scalable process that works for hundreds of customers

Create customer education materials (e.g. demo videos) to reduce manual effort required by us

Work with product/engineering to build features that improve customer onboardings

Define + own + improve internal tracking mechanisms and KPIs for customer onboarding timelines