Customer Solutions Engineer

About the role

Lob was founded in 2013 by technical co-founders with a vision to connect the world one mailbox at a time. Today, we're transforming the way businesses use direct mail and bringing the power of technology to a traditionally manual channel. Our modern logistics and fulfillment engine helps businesses build and scale high-quality, personalized direct mail programs without the operational burden.

Our Solutions Engineers serve as the technical counterparts to our Account Management teams and play a critical role in onboarding and implementing solutions for customers that allow them to be successful in their direct mail programs. We’re looking for experienced SEs with deep technical curiosity and customer empathy who can build trusted partnerships with our Account Managers to help accelerate time-to-value and ensure successful deployment, adoption, retention, and growth.

Responsibilities

Within 3 months, you’ll:

• Complete Lob’s new hire training & onboarding program alongside other new Lob team members, gaining a broader understanding of our products and how your role fits into the organization.
• Partner with the Director of Solutions Engineering to define key success metrics for your role and how you will measure against them.
• Shadow Solutions Engineers on implementation kick-offs and technical advisory sessions to learn best practices and deployment strategies.
• Dive into our platform to learn what makes it unique and why customers love our solutions.
• Learn Lob’s implementation process, documentation standards, and common customer integration architectures.
• Complete a mock implementation kickoff and solution design review to ensure comprehension.

Within 6 months, you’ll:

• Regularly meet with your Account Managers to define a relationship that ensures seamless communication and coordination on all customer implementation projects and technical expansions.
• Begin to lead technical implementations on your own with minimal oversight, consulting with customers to document and validate their technical requirements and translate them into a successful implementation plan.
• Fully grasp the various use cases for direct mail and successfully manage and execute multiple complex customer implementation projects to go-live.
• Become a Lob and direct mail expert to confidently speak to ever-changing trends, new product features, and platform enhancements to help our customers realize their full potential and accomplish their goals.

Requirements

• 3+ years of tech/SaaS experience in an Implementation, Onboarding, Solutions Architect, or Post-Sale Solutions Engineer role.
• Technical proficiency with APIs and third-party integrations.
• Working knowledge of software platforms including CRM, CDP, or marketing automation tools.
• Excellent communication and presentation skills with the ability to present to a variety of external audiences.
• Flexibility: This is a 100% remote role, with expected travel of approximately 20-25%.

Preferred Qualifications

• Experience presenting to Marketing and Technical Professionals including Directors/VPs of Marketing and CMOs.
• Flexibility to work on multiple projects and simultaneously support the Account Management team.
• Deep experience with technical project management and managing implementation timelines.
• Logistics or Direct Mail experience is a significant plus, though not mandatory.

Why this role is different

• Because direct mail is a physical good, there’s more stability in this opportunity as opposed to other standard SaaS opportunities (uniquely positioned with a physical product).
• Work with a hands-on, seasoned Director of SE who’s eager and invested in your success not only in this role, but in your professional long-term.
• Lob is profitable with a tremendous total addressable market and strong product-market fit.

Pay

Annual base salary: $115,000 - $135,000

Variable: $30,000 - $35,000

Lob’s salary ranges are based on market data, relative to our size, industry, and stage of growth. Salary is one part of total compensation, which also includes equity, perks, and competitive benefits. Salary decisions are based on many factors including geographic location, qualifications for the role, skillset, proficiency, and experience level.

Schedule

This is a 100% remote role, with expected travel of approximately 20-25%.

We offer remote working opportunities in AZ, CA, CO, DC, FL, GA, IA, IL, MA, MD, MI, MN, MT, NE, NC, NH, NJ, NV, NY, OH, OR, PA, RI, TN, TX, UT, and WA.