Engagement Lead

At the company, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute:
Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If the company sounds like a place where you can thrive, we can’t wait to meet you.

The Support Engagement Lead is a member of the Recurring Services team and is tasked with delivering a premium support service experience to customers. The Support Engagement Lead is a personalized and customized support experience for a designated group of named customers. The Support Engagement Lead serves as the main point of technical support interaction for a customer and will act as the technical advocate for the customer during the entire contract period.

The Support Engagement Lead works very closely with our Success team for the named group of accounts; helping to manage the technical relationship, while the CSM focuses on the strategic relationship and product adoption.

• Own and assume ultimate responsibility over your named customer’s technical needs and inquiries around platform integration, performance, and troubleshooting as well as partner implementation.
• Be your customers’ main point of contact and trusted advisor at the company for all things Technical.
• Partner with Customer Success and Recurring Services teams, taking a lead role on technical escalations and inquiries to ensure excellent customer experience and internal alignment.
• Working with Customer Success and Recurring Services teams, deliver product value by reducing risk and removing technical barriers resulting in feature adoption and a high degree of execution within the the company platform.
• Drive customer advocacy by championing for the customer’s technical needs and product enhancement requests
  
  Work closely and get ingrained with the company recognized partners in the customer tech stack.
• Proactively analyze your customer’s existing support cases to identify trends and risks with their the company product experience.
• Work with customers to create a seamless experience by helping them to develop Centers of Excellence which allow them to benefit from knowledge sharing across their group.
• Maintain ongoing regular contact with your customers via support cases, regular check-ins, kick-offs, events and Technical Business Reviews.
• Work with Onboarding Managers, Technical Account Management, and Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.

People say you’re a great communicator and top-tier problem solver! You have exemplary written and verbal communication skills with unparalleled technical skills. You leave people with the impression that you are really listening to them, understand their problem, and you’re there to help. You look for every opportunity to make things better and you’re all about the team. You get a thrill from helping customers and you know that even though the job isn’t easy, you’re making a difference each and every day.

You’re naturally curious and you see every problem as an opportunity to learn more or help others (teammates or customers) learn more too.

• Bachelor’s Degree from a 4-year college or university (or similar experience-based proficiency level)
• 3-6 years of client-facing experience working in SaaS company with 2-3 years working in Technical Support and at least…