Customer Solutions Engineer

Summary

hireVouch is hiring a Customer Solutions Engineer for a smart-generalist role bridging sales, product, engineering, and customer success. The role leads customer discovery, sales demos, onboarding, implementations, troubleshooting, project management, and process improvements that enable onboarding to scale.

Responsibilities

• Customer discovery (pre-sales): lead discovery calls and product demos with Sales; answer technical questions; qualify fit and flag blockers; build demo materials, videos and FAQs
• Customer onboarding: own each onboarding from sales handoff to go-live as the customer's main contact; configure the product to their needs; train them on integrating data and handling edge cases; spot churn risks and upsell opportunities
• Project management: run many implementations at once (30+); write plans, timelines and milestones; troubleshoot with engineering; coordinate with resellers, consultants and other partners
• Process improvement: build templates, tooling and automation so onboarding scales to hundreds of customers; define and own onboarding KPIs

Skills

• 1+ year in a customer-facing role: onboarding, implementation, solutions engineering, customer success engineering, custom solutions or ERP integrations
• Operations or business operations at a VC-backed startup also counts
• 1+ year at a VC-backed startup (earlier stage is better) OR an otherwise elite company, such as top consulting
• 4-year bachelor's degree from a solid US or Canadian school
• Confident speaker who can handle strong-willed customers and complex situations
• Methodical troubleshooter, or clear aptitude for technical concepts like data types, system constraints and data dependencies
• Elite project management and organization; can juggle 30+ implementations and is very detail-oriented
• Startup experience, OR an explicit desire to join an early-stage startup
• Recent hands-on experience implementing B2B SaaS
• Hands-on experience demoing SaaS to prospects
• Semi-technical: works with APIs, SQL, JSON, Postman or similar
• Experience with accounting concepts
• Familiarity with the construction industry
• Top-30 US/Canada undergrad school, or a technical (e.g. CS) degree
• Founding or early-startup experience
• Serious athletics background (college or high school)
• High GPA or test scores; meaningful academic awards
• Competitive extracurriculars, such as debate

Qualifications

Must Haves

• 1+ year in a customer-facing role: onboarding, implementation, solutions engineering, customer success engineering, custom solutions or ERP integrations
• Operations or business operations at a VC-backed startup also counts
• 1+ year at a VC-backed startup (earlier stage is better) OR an otherwise elite company, such as top consulting
• 4-year bachelor's degree from a solid US or Canadian school
• Confident speaker who can handle strong-willed customers and complex situations
• Methodical troubleshooter, or clear aptitude for technical concepts like data types, system constraints and data dependencies
• Elite project management and organization; can juggle 30+ implementations and is very detail-oriented
• Startup experience, OR an explicit desire to join an early-stage startup

Nice to Haves

• Recent hands-on experience implementing B2B SaaS
• Hands-on experience demoing SaaS to prospects
• Semi-technical: works with APIs, SQL, JSON, Postman or similar
• Experience with accounting concepts
• Familiarity with the construction industry
• Top-30 US/Canada undergrad school, or a technical (e.g. CS) degree
• Founding or early-startup experience
• Serious athletics background (college or high school)
• High GPA or test scores; meaningful academic awards
• Competitive extracurriculars, such as debate