Job Description

About the Role

We are looking for someone to manage our pre-sales Solutions Engineering team for the US region and withhold the structure, organization, and strategic execution required to ensure customer happiness while advancing product development and security. The Solutions Engineering team is multifaceted at Envoy and includes elements of sales engineering, API development, support escalations, and world-class enterprise customer support. This function is measured from a revenue perspective in addition to feedback from internal cross-functional teams and customers. You will be responsible for prioritizing work across the team while supporting each team member's professional development as they grow their technical and customer-facing skill sets. While the team remains small, your workload will be split between IC and management responsibilities.

This is not a remote position. The ideal candidate will need to be onsite & able to participate in hybrid work.

You will

• Build a world-class team: Hire, coach, and develop the team.
• Create raving fans: Ensure our customers always have a great experience and augment other teams/projects with SE involvement
• Partner with Product Management and Engineering from a management perspective to help translate customer needs into a better overall product; recognize trends in customer feedback, and escalate issues within Envoy
• Actively manage account health: Monitor and improve tracking solutions to be proactive during the sales cycle to detect at-risk and low-engagement accounts
• Keep Envoy on top: Leverage the expertise of the team to keep Envoy’s competitive edge in the market and win strategic accounts

You have

• A track record of high performance and innovation in previous Solutions roles
• Been extremely hands-on with training and leveling up individual team members in the past
• An intellectually curious mindset that is constantly driving you to learn the latest technologies, engineering practices, and customer-facing skills
• A desire to be data-driven in your decision-making to ensure your team is working on the highest-impact projects and initiatives
• A proven ability to operate in a customer-focused environment and advocate for customers across a cross-functional organization
• 1+ years of management or leadership experience or active mentoring
• 5+ years of experience in developing technical solutions to solve complex problems
• 4+ years of experience in interfacing with clients, customers, or end-users

You are

• An entrepreneurial mindset
• Naturally quantitative
• A high-quality mentor with proven growth results in mentees
• Ahead of industry trends and methodologies and are constantly looking to better your game through new technologies and learnings.
• Passionate about technology solutions and finding ways to automate mundane tasks.
• Exude our values

Nice to have

• Ruby on Rails intermediary understanding.
• Experience working for a SaaS startup.
• Experience with support tools and platforms like Intercom, SQL visualization tools, and common SaaS tools like Salesforce, Asana, etc.
• Understanding Net Promoter Score (NPS), Customer Satisfaction (CSAT), and standard drivers.
• Intermediate knowledge of SQL with the ability to query data for reporting and/or troubleshooting purposes
• Firsthand experience working in an environment where mobile or cloud-based applications are developed.
• Advanced knowledge of web development technology.

You'll get

• A high degree of trust in your ideas and execution
• An opportunity to partner and collaborate with other talented people
• An inclusive community where you feel welcomed and cared for as a person
• The ability to make an immediate impact helping customers create a great workplace experience
• Support for your personal and professional growth

Compensation description

Envoy's compensation package includes market competitive salary, equity for all full time roles, and great benefits. If you are located in San Francisco Bay Area, our expected cash compensation for this role is $167K-$196K OTE (Annually). We are hiring for multiple levels and backgrounds, so final offers may vary within the range provided based on experience, expertise, and other factors.

If you have any questions related to compensation, please contact Recruiting after you apply.

#LI-Hybrid