Customer Success Engineer

We fundamentally believe that today’s product needs to be designed with minimal support in mind. We are a seed stage startup bringing product context to support reps to eliminate escalations and drive efficiency.
The co-founders are technology leaders with decades of experience solving the most pressing problems facing enterprises. At TheLoops we:

Lead with curiosity: open to ask & learn with clear communication and respect for each other
Learn by making: we iterate fast to deliver tangible solution with humility
Listen to the Loop: map our path to success and measure it with autonomy and empathy

What We’re Looking For: As our Customer Success Engineer, you will be the technical ambassador for successfully onboarding and managing customers during their initial engagement with TheLoops. You will be a key player responsible for setting up our customers for long term growth by educating and enabling them on product features including workflows, insights and analytics. This role is customer facing and works cross functionally with product and engineering. A strong focus on customer lifetime value, data analysis, strategic goal setting, and process will be core to success in this role.

Role Description

• Manage onboarding and support for the initial engagement of new and existing customers of TheLoops.
• Drive resolution of complex production issues, including: escalation, system testing, strategy sessions and distribution of knowledge throughout the company.
• Interface with internal groups for problem resolution and issue escalation.
• Lead client expectations, dependencies, and deliverables throughout the onboarding process to ensure key achievements are met on-time and within the scope.
• Oversee the success of engagements by providing recommendations on strategy, performance, and creative set-up across workflows and insights.
• Collaborate with cross functional teams to improve the overall customer experience by representing their voice, providing product feedback and recommendations.
• Develop an extensive working knowledge of TheLoops’ Support Operations Platform, services, methodologies, and customer support strategies for a broad range of use cases and customer goals.

Requirements

• Background of working at similar SaaS/ technology companies or consultancy businesses specialising in tech/ digital transformations.
• Experienced in articulating the business value of implementing specific products and its functionality.
• Demonstrate the ability to troubleshoot code: HTML, CSS, JavaScript, JSONDemonstrate the ability to understand API documentation and make manual API calls using Postman or similar tools, and manual testing methodology.
• Able to manipulate data and generate performance metrics using SQL queries, Google Analytics, and spreadsheets.
• Love for teamwork and dedication to building a world-class, enterprise-class global customer experience together.Knowledge of common Customer Experience solutions (including but not limited to Amplitude, Intercom, etc.)
• Experience Customer Support platforms (e.g. Zendesk, Salesforce, ServiceNow) a HUGE plus.Empathy and a special ability to understand customer needs.Excellent communication skills both written and verbal.
• Bachelor’s degree.

Benefits

• Work from anywhere
• Seed-stage equity
• Health, Vision and Dental
• Generous PTO / sick leave