Forward Deployed Engineer – Churn Prevention

Key Responsibilities

• Act as the technical vanguard for strategic accounts, ensuring rapid time-to-value, seamless integration, and long-term platform stability.
• Operate within Specialized Renewal "SWAT" Teams: Conduct proactive system health checks, complex configuration tune-ups, and architectural optimizations for at-risk accounts or those with upcoming renewals, ensuring the platform runs at peak efficiency.
• Enable Executive Sponsorship Programs: Equip internal executive sponsors with deep technical insights, architecture roadmaps, and telemetry data to facilitate high-level, peer-to-peer alignment and unblock technical escalations.
• Drive Value Realization: Map technical milestones and system outputs directly to the customer's original business success criteria, providing concrete data and technical narratives for Quarterly Business Reviews (QBRs).
• Leverage Customer Success Telemetry: Continuously monitor real-time system performance, API error rates, and usage telemetry to proactively identify, troubleshoot, and resolve technical bottlenecks before they impact the customer experience or escalate into churn risks.
• Deliver Continuous Enablement and Training: Act as the ultimate subject matter expert to the client's engineering and operations teams, providing targeted "train-the-trainer" sessions, custom technical documentation, and best practices to mitigate knowledge loss resulting from client staff turnover.
• Collaborate closely with internal Product and Engineering teams, routing customer feedback, edge-case requirements, and integration challenges directly into the product development lifecycle.
• Serve as the primary escalation point for complex, high-stakes technical issues that fall outside standard support workflows, ensuring rapid resolution and maintaining customer trust.
• Take initiative and ownership across engagements, demonstrating accountability and a strong propensity toward change and process improvement.
• Utilize AI-enabled tools (e.g., chatbots, documentation automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards.

Qualifications

• A bachelor's degree in software engineering, computer information systems, or a related technical field.
• 5+ years of experience in highly technical, customer-facing roles (e.g., Forward Deployed Engineering, Solutions Architecture, Implementation Engineering).
• Deep technical expertise in enterprise software architecture, API integrations, cloud infrastructure, and complex data workflows.
• Excellent oral and written communication and presentation skills. Ability to translate complex technical concepts to both hands-on engineering teams and C-level business executives.
• A commitment to consistently exceed the customer's expectations. Proven track record of navigating complex IT environments and successfully driving enterprise software adoption.
• Skills in prompting AI systems and assessing output quality.
• Ability to leverage AI to ideate, develop, and scale to the needs of the department.

Skills

• Skills in prompting AI systems and assessing output quality.
• Ability to leverage AI to ideate, develop, and scale to the needs of the department.

Pay

The base salary range for this role, across the US, is $127,000 - $145,000. Your actual base pay within this range will be determined by your work location as well as skills, qualifications, experience, and relevant education/training.