Customer Success Engineer

Department: Customer Services

Employment Type: Full Time

Location: Remote -USA

Reporting To: Ian Fox

Description

Key Responsibilities

• Embed closely with customers to understand their business goals and ensure they achieve measurable impact and ROI through effective adoption of the CARTO platform.
• Ability to deliver results by leading and influencing different phases of the customer lifecycle (from onboarding, to value creation, to renewal) .
• Identify opportunities for expansion and be a source of intelligence to drive the evolution of our products and new solutions.
• Keep customer teams moving through clarity and follow-through.
• Establish a trusted advisor relationship with our most strategic enterprise customers across many different verticals, engaging to deeply understand their business needs and goals with CARTO.
• Be the voice of our customers within CARTO, interfacing with Product, Engineering and other teams to advocate for what will move the needle.
• Analyze and interpret key account level data to present actionable insights (usage metrics, KPI’s, forecasting, P&L, etc.)
• Work closely with CARTO commercial teams to ensure accurate forecasting, along with timely onboarding and renewals.

What you need to thrive:

• Our CSEs deliver value to customers addressing all kinds of challenges by successfully navigating organizational relationships and consistently being able to prove the value of CARTO. Confidence, curiosity, and drive to deliver results are key.
• 4+ years of enterprise customer-facing technical Customer Success, Forward Deployed Engineer, Technical Account Management, or Solutions Engineering, with a strong technical foundation and business savvy.
• Must have at least one of the following (ideally multiple): geospatial knowledge, technical background, professional experience working with SQL in data analytics.
• Strong validated experience utilizing AI tools and workflows to maximize work output and decrease time to value for customers.
• You're naturally consultative and love digging into how customers actually use a product to drive better outcomes
• The ability to speak confidently to C-level stakeholders.
• The skills to lead technical conversations and directly address technical problems.
• The ability to analyze data, leverage CARTO products and AI tools, and your technical skills to develop proofs-of-concept and advise on solutions.
• The ability to translate complex technical messages into tangible action plans.
• Experience detecting risk early, handling complex enterprise organizations and solving difficult problems.
• Proven ability to develop successful collaborations, trust, and communications with executive leadership, technical and sales teams, along with technical users of the software.
• Passion for serving customers. Ability to be diplomatic, empathetic, poised, and action-oriented when working with customers.
• A strong combination of being both a team player and a detail oriented, self-starter.

• Technical knowledge on GIS tools and geospatial use-cases.
• Basic knowledge of SQL, Python, HTML/CSS, and APIs.
• Excellent communication skills. Additional languages like Spanish are a plus.
• Experience working with a globally distributed team.

Benefits

• Competitive compensation.
• Flexible work hours in a focused but casual environment.
• Excellent benefits, including 100% medical, dental, and vision coverage for employees.
• Generous—really generous—time off, 401k with match, and stock options.
• Growth prospects at a truly welcoming, multicultural and multilingual company.
• A big vision: to help the world use location-based data to make better decisions. We believe that openness and sustainability are baked into this vision, and we’re sharing it with the world.