Customer Solutions Engineer
Description
The main goal of this role is to act as a dynamic connection between our company and our valued customers, affiliates, and the wider developer community. In this position, you will have the exciting responsibility of advancing our products and services, offering technical assistance and valuable industry knowledge, overseeing and enhancing the affiliate program, and guaranteeing the triumph and contentment of our customers.
Key Responsibilities:
Customer and Developer Relations:
- Act as a technical advisor to customers and developers, assisting with product integration, troubleshooting, and optimization.
- Develop and maintain strong relationships with key customers and partners, understanding their needs and advocating on their behalf internally.
- Organize and participate in community events, webinars, and workshops to engage with and educate the developer community and future customers.
Cross-Functional Collaboration:
- Work closely with the product, marketing, and sales teams to align overall business objectives.
- Provide feedback from customers and affiliates to inform product development and marketing strategies.
- Collaborate with customer support to ensure a seamless and positive customer experience.
Data Analysis and Reporting:
- Collect and analyze data from various sources (customer feedback, affiliate performance, product usage) to inform decision-making.
- Create reports and dashboards that track key metrics related to affiliate program success and customer satisfaction.
- Use data insights to recommend strategies for improving product offerings, customer engagement, and affiliate satisfaction.
Affiliate Liaison:
- Onboard new affiliates, providing them with the necessary tools, resources, and support to succeed.
- Monitor affiliate performance, analyze data to identify trends and opportunities for improvement.
- Maintain regular communication with affiliates, offering updates, and gathering feedback to enhance the program.
Requirements
Skills and Qualifications:
- Proven experience in technical advocacy, affiliate marketing, or customer success roles.
- Strong understanding of the developer ecosystem and the technical challenges faced by customers.
- Excellent data analysis skills, with the ability to translate data into actionable insights.
- Strong communication and interpersonal skills, with the ability to engage effectively with both technical and non-technical audiences.
- Experience with CRM and data analysis tools. (Hubspot a huge plus!)
Performance Metrics:
- Growth and performance of the affiliate program (e.g., number of active affiliates, affiliate-driven revenue).
- Customer satisfaction and retention rates.
- Engagement metrics (e.g., participation in community events, feedback collected).
- Achievement of key performance indicators related to product adoption and usage among targeted developer communities.
Benefits
How we will support your growth and success:
- Partner with executives, leadership and cross-functional organization including engineering, marketing and business operations.
- Professional development opportunities to further skills and knowledge
- Discover the exciting world of monitoring, observability, and SRE while becoming an advocate and drive innovation in the industry.
- A supportive team of passionate and dedicated individuals all focused on building the best monitoring service in the world.
- Health Care Plan (Medical, Dental & Vision) for US Employees
- Unlimited PTO (+Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Training & Development
- Work From Home