Customer Solutions Engineer

AgaveSan Francisco, CA, United States

30+ days ago

Job type

Full-time

Job description

Join to apply for the Implementation Project Manager role at Agave

This range is provided by Agave. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$110,000.00 / yr - $135,000.00 / yr

tl;dr we’re hiring a smart generalist to help own customer onboardings and build a scalable implementation process that supports 500+ customers. This is an excellent opportunity to learn our product and customers in and out, build a system that enables our company to scale to $XXm in revenue, and grow into other roles over time. You will report directly to our co-founder / CEO.

Why are we hiring this role?

We grew our customer count 18x YoY and our customers are requesting features and product enhancements faster than we can provide them. We’re onboarding 4-8 new customers per week, and simply can’t manage this pace going forward with our current headcount.
By hiring a dedicated person to own and improve this process, we will expand our capacity to onboard more customers in a shorter period. This will enable our sales team to sign more customers faster, and release a constraint holding-us back from hitting our aggressive growth goals this year.

Why join us?

Early-stage, yet de-risked : we are a rare combo of being early stage (high upside) but lower risk (2XX+ paying customers, $Xm+ recurring revenue, cash-flow positive for over a year, hockey-stick growth). You get the benefits of an early stage startup without the risk you’ll have at almost any other startup. You’ll have a ton of impact, work directly with our customers, and get to work on interesting technical challenges you won’t see at bigger companies. Although we’re early stage, we’ve eliminated key strategic risks you’ll face at other startups. Like an unproven product, lack of market validation, lack of revenue, over-reliance on VC funding, co-founder disputes. We’re all young and hungry. Our team is fully in-person, tenacious, and committed - most of us moved to SF from far away (Canada, SoCal, Texas, Virginia) specifically to build Agave from the ground up.

Team is technical, diverse, young : you'll work with a formidable founding team that's experienced, intense, and ambitious. We've worked together for 10 years, first at a startup that Amazon acquired, then at Amazon, and now at Agave. You'll learn a ton while having outsized ownership. You’ll have a front-row seat to the good and bad of building a company from the ground up. We’re also technical - all but 1 of our team (our AE!) have either majored in CS, worked as full-time devs, and / or worked in technical roles at startups and larger tech companies for 5+ years before moving into business roles at Agave.

Huge opportunity without direct competition : startups are incredibly hard, so you want to join one that has a unique advantage. You don’t want to spend years of your life on a company in a saturated market with tons of competition. We’re seizing an opportunity that’s massive (Construction is the world’s third-largest industry) but also overlooked by most people in startup land. Most who can solve this problem aren’t aware it exists or are too distracted by tech trends (blockchain, metaverse, LLMs, etc.) to notice. These talented folks get coaxed into building products that seem cool early on, but don’t solve durable problems or aren’t differentiated enough against their many competitors to be sustainable (e.g. lots of AI products), so they end-up not going anywhere or stagnating without a clear plan to grow profitably. As a result, we have a multi-year head start against potential competitors, increasing our odds of success significantly. We’re also backed by world-class investors (Accel, YC) and Construction insiders (Procore and Autodesk executives, founders of the largest construction tech companies like PlanGrid).

Responsibilities

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 a repeatable, efficient onboarding process that scales to 500+ 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

Requirements

Must have :

Targeting 2-5 YoE overall

2+ years of experience at a software company; ideally a fast-growing startup (earlier stage the better), or another strong signal for rigor and hard work (e.g. consulting, banking)

1+ year of experience in a customer-facing role; ideally with a focus on improving processes

Nice to have :

Hands-on experience with b2b SaaS software implementations

Familiarity with the construction industry

Experience with accounting concepts

Key traits :

Project Management : you have elite project management and organization skills; you can manage many implementations (e.g. 30+) at once and are extremely detail oriented

Customer-Facing : you are excellent with people; you have a high degree of empathy, patience, and relatability that makes building relationships and rapport with our customers easy

Energized by People : you will work 1 : 1 with customers on Zoom most of your day; you are energized by building relationships and helping customers accomplish their goals

Process Oriented : you will work with many similar users doing similar things; you love thinking about how to make good processes even better

Curious : no construction experience required, but you should be able to learn industry jargon and answer in-depth questions from construction CFOs within 3 months of starting.

Benefits

Healthcare : we cover 90% of your healthcare costs with several plan options.

401k : we match 100% of your contributions, up to 4% of annual salary.

Relocation : sizable relocation bonus for folks currently located outside of the Bay Area.

Gym : on-site gym with Peloton, squat rack, Tempo, Yoga setup, and more.

Visa : we sponsor Visas (H1B, TN, etc.) for candidates who are a good fit!

In-Person

We've built Agave in-person since day 1, and will maintain an in-person culture in San Francisco going forward. We form tighter bonds, build a stronger culture, and move faster since we're all working from one location.

Our office is just west of Twin Peaks, 1 block from a bus stop, 10min walk from a BART station, and a 5min drive off the 101 and 280. Our entire team commutes here every day. We believe building in-person is a huge strategic advantage, and we hope you’ll join us.

Seniority level

Entry level

Employment type

Full-time

Job function

Project Management and Information Technology

Industries

Software Development

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Solution Engineer • San Francisco, CA, United States

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