Customer Solutions Engineer

About the role

Fresh off a $15M Series A led by Accel (total funding now $20M+), Agave is profitable, growing fast, and scaling the team. We're hiring a smart generalist to become an expert on our product and lead customer implementations. You'll guide customers through their Agave journey. This is a unique opportunity to learn a complex b2b product, build long-term relationships with customers, drive sales growth, work closely with engineers, and join a fast-growing team going from $Xm to $XXm in revenue. You will report directly to our co-founder/CPO.

Note: no need to have construction/finance experience. No need to have technical skills, although clear ability to learn quickly through intensive training is critical.

Responsibilities

• Customer Discovery - work with our Sales team to lead technical demos:
  • Guide prospects through how Agave works
  • Answer technical questions and position our product in the context of their systems
• 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 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