Job Description
We are looking for Customer Solutions Engineer for a YC backed ConstructionTech Startup. You’ll guide customers through their journey with the platform, 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 the engineers, and join a team as it grows from $Xm to $XXm in revenue. You will report directly to the co-founder / CEO.
Responsibilities
1. Customer Discovery - work with Sales to qualify opportunities, acting as a technical expert :
- Lead discovery and product demos with prospects; guide them through how the product 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
2. Customer Onboarding — own customer onboardings end-to-end (alongside other teammates) :
Lead customers from sales handoff to full implementation efficiently, working with them 1 : 1Be their primary point of contact and assume full accountability for their onboardingUnderstand their goals and configure our product to meet their specific needsTrain them on how to use the platform (e.g. integrate their data, perform common actions, handle edge cases)Create and maintain comprehensive docs for implementation best practices and FAQsBuild strong customer relationships and long-term loyaltyIdentify churn risks and upsell opportunities3. Project Management — project-manage each customer’s implementation; manage many at once :
Create and share detailed implementation plans, timelines, milestones, open issues, and remaining stepsTroubleshoot issues that arise, working with our product and engineering teams if new features are neededProactively identify and escalate implementation risks; work with cofounders to solve themIdentify feedback, requests, and weak areas of our product; share with our team to drive our product roadmapWork with external partners (e.g. sales partners, resellers, consultants) to align onboarding timelines across parties and systems4. 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 onboardingCreate a standardized and scalable process that works for hundreds of customersCreate customer education materials (e.g. demo videos) to reduce manual effort required by usWork with product / engineering to build features that improve customer onboardingsDefine + own + improve internal tracking mechanisms and KPIs for customer onboarding timelinesRequirements :
0 - 1 years of experience in a customer- facing rolePrevious startup experience OR explicit interest in joining an early- stage startupHands- on experience demoing SaaS software to potential customersFamiliarity with the construction industry.Experience with accounting concepts.Hands- on experience with b2b SaaS software implementations. This should be recent!4 year Bachelor's degree at a good U. S. / Canada school (Technical (i. e. CS) degree is a huge plus)Able to debug / troubleshoot methodically OR aptitude / ability to learn technical concepts