Senior Customer Engineer – Pre & Post Sales

This is a fully remote position, open to applicants in New York, +1 more state.

📋 Description

• Collaborate with Account Directors on pre-sales initiatives for acquiring new customers, product expansion, and broadening across business lines.

• Recognize customer challenges, develop and deliver customized demonstrations, and lead technical assessments by gathering requirements, establishing success criteria, providing installation guidance, and conducting hands-on workshops.

• Oversee onboarding processes for key customers, which include planning, implementation, integration, and training.

• Create customer-specific implementation playbooks and navigate complex deployments with visibility from executives.

• Discover opportunities to enhance adoption of underutilized features, products, and business lines.

• Diagnose challenges in adoption, design actionable solutions, and link technical efforts to measurable business results.

• Address intricate technical escalations and unclear issues, involving Product or Engineering teams when necessary.

• Develop playbooks, document repeatable solutions, mentor peers, and enhance Customer Engineering processes.

• Utilize AI tools to expedite content generation, identify patterns across accounts, and disseminate findings related to workflows.

• Evaluate account health, risks, stakeholder dynamics, and portfolio priorities.

• Facilitate intricate customer engagements and promote measurable enhancements in customer health, retention, expansion, and technical resolutions.

• Contribute to reusable frameworks, playbooks, or processes while advising Account Directors on account health and technical strategies.

⛳️ Requirements

• 5 to 8 years of experience in a customer-facing technical position such as Sales Engineering, Solutions Engineering, Technical Account Management, Customer Engineering, implementation, professional services, or solutions architecture.

• Extensive hands-on experience with HTML, CSS, JavaScript, and REST APIs, including the architecture and troubleshooting of complex front-end implementations.

• Proven experience managing strategic Enterprise accounts with executive stakeholders, navigating competing priorities, and meeting complex technical or business needs.

• Aptitude for solving ambiguous problems that involve multiple variables, constraints, and trade-offs.

• Experience linking technical execution to retention, expansion, ROI, and value realization.

• Practical experience using AI tools for account research, content generation, or workflow automation that is integrated into daily tasks.

• Experience in mentoring or coaching junior technical team members.

🏝️ Benefits

• Comprehensive employer-supported benefits coverage in the United States.

• Options with $0 premium.

• Competitive 401(k) matching.

• Equity opportunities.

• Flexible time-off policy.