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 1:1
- 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 the platform (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
3. 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
4. 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
Requirements:
- 0 - 1 years of experience in a customer- facing role
- Previous startup experience OR explicit interest in joining an early- stage startup
- Hands- on experience demoing SaaS software to potential customers
- Familiarity 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