Sales Engineer/ Customer Success Engineer

Customer Success Engineer 

Location: Remote LATAM

We are looking for a Customer Success Engineer who enjoys being client facing and is obsessed with driving successful implementations. 

This role is  an externally facing pre & post-sale engineering role that partners closely with our sales and CS teams to lead valuable product demos, deliver successful implementations, align on and optimize strategic rollout plans, and ensure initial adoption has reached a stable state of high performance in the first ~60 days of the customer lifecycle. Additionally this role  will partner with CSMs, as a technical resource to ensure our customers are successfully using the tools and products we offer in order to deliver the most value to customers.

It’s an incredible opportunity for someone who is excited to take on a lot of ownership, love technology as much as they love working with customers, who want to experience exponential personal growth, and work with talented, collaborative, and friendly people who love what they do.

What you’ll do as a CSE: 

• Join pre-sales virtual meetings as a technical expert to demonstrate our products, design solutions specific to our prospects’ tech stacks, and answer technical questions
• Own post sales relationship from kick-off, implementation calls/processes, training & enablement and achieving adoption metrics
• Identify new ways to optimize our prospect, customer, and employee experience based on your own observations, data discovery, and user research 
• Collaborate with the UserGems product team to resolve prospect and customer issues, collate and prioritize feedback, and assist with our roadmap and product design, especially as it relates to Salesforce and HubSpot
• Own the strategic rollout of UserGems at accounts and ensure that program tactics align with customer goals/objectives
• Decrease time to value for UserGems customers. Identify ways to streamline the onboarding process and create/hold customers accountable to timelines. 
• Own initial adoption metrics and ensure customers hit a stable state of usage & performance before handing off to a customer success account manager.
• Openly challenge customers to follow UserGems best practices 
• Openly challenge the way that we do things and create change within the organization; make recommendations to marketing, sales, CS, and product leadership on our business processes and prioritization
• Become re-engaged with active customers where appropriate for items like:
• Implementing new signals
• Customizing AI generated messaging
• Re-implementation of customers
• Setting up AISDR functionality
• Project planning w/ low adopters

How you'll ramp

...within your first week...

• You'll get familiar with our product, sales & CSM processes and tools
• You'll have an in-depth product training and use the product to monitor your accounts
• You'll shadow on sales calls and customer calls
• You'll practice a few mock demo's and product Q&A's with our team

...day 30...

• You'll learn best practices for what make UserGems customers successful
• You’ll lead on a few pre-sales calls with technical stakeholders 
• You'll run a few customer on-boarding calls with assistance
• You'll build strategic onboarding plans for customers
• You'll be familiar with our product, competition, and common Q&A
• You'll have 1:1 with all team members

...day 60...

• You’ll be actively in the round robin for new onboarding accounts, pre-sale scoping calls, and owning your calls independently 
• You’ll own your own KPIs for implementation satisfaction & time to launch 

...day 90...

• You'll be an expert of UserGems products
• You'll recommend ways to improve our pre-sales and onboarding processes
• You'll provide ongoing customer feedback to the marketing and engineering teams
• You’ll help members across the organization with technical questions regarding the pre-sales and implementation processes

What you’ve accomplished so far: 

• 3-5+ years of relevant experience at a startup or Salesforce consulting firm
• Salesforce Admin experience is required (certifications are a plus)
• You should be comfortable building Flows, working with integrations, and working on lead management and routing projects
• You are organized, detail-oriented, naturally curious, and a thoughtful communicator
• You’re an expert project manager, skilled at setting realistic timelines, and holding all parties accountable
• You have a track record of advancement and taking on increased responsibility
• You have some customer service, sales, or training experience
• You’re very comfortable working with executive teams
• You’re an expert at driving organizational change to encourage desired user behavior and engagement

Systems our customers use to operationalize UserGems (experience is a plus):

• Salesforce & HubSpot CRM
• LeanData & RingLead routing
• Outreach, Salesloft, Groove, & HubSpot sequencing
• Marketo & HubSpot Marketing Automation
• Slack