Implementation Engineer

If you are passionate about your data and analytics, love integrating SaaS platforms, and enjoy talking to customers, you'll have a great time here at CutsomerSuccessBox We recognise both the opportunities and the challenges that come along. 

We're looking for a great Implementation Engineer to assist our customers in integrating with 3rd party tools, help them get the data via APIs, JavaScripts or other analytics tools so that the customers can start getting value from CustomerSuccessBox (CSB) product. This is a great role for someone who loves data & to build their career in Customer Success domain & work with the world-class team.

Implementation Engineer's role is a key part of the Product & Customer Success team. As an Implementation Engineer, you will be responsible for guiding customers in getting the data from various 3rd party tools & make sure you are helping the Customer Success team to onboard customers. You will act as a trusted advisor. You will become an integral part of the company and our customers.

Your Primary Responsibilities

Understand Customer Operations Tech Stack. What platforms are they using for CRM, Support, Billing, Analytics, etc) 

Handhold customer in syncing all the data sources with CSB. Many of which are pre build native integrations which are activated by a simple click through flow. 

Devising smart engineering solutions for each customer's unique enterprise stack (CRM/Billing/Support/Analytics).

You will get opportunities to learn & develop on different technologies and platforms. 

Understand the business requirement as to prioritise data sources and objects.

Conduct workshops with customers to break the requirement in smaller & achievable format.

Create an implementation framework to capture and decide what are all the data that is required

Plan meetings with customers & their developers to understand how their data is structured. Consult them the best practices of sending that data to CSB.

You will always be connected to the CSB technical team, so that you can leverage them to drive customer implementation.

Resolve customer issues, with or without collaboration with other teams; 

Build strong customer relationships by maintaining high levels of engagement and communication.

Collaborate on creating best practices guide for developers, Update API documentation & update & maintain the Integration documentation.

Work with CustomerSuccess Team to share insights with customers & prepare Customised reports on BI tools

Pass Feedback to Product Management

Work with the Support & CustomerSuccess team to coordinate and prioritise open items.  

What experience will you gain?

Tech – Learning about huge enterprises tech stack

Tech – Understanding enterprise technical architecture and implementation

Tech - Understanding of APIs/JS/analytics

Business / Tech - Use of enterprise platforms like Business Intelligence (BI) / SaaS platforms like CRM (Salesforce, Hubspot), support (Zendesk, Intercom, Freshdesk), Billing (Chargebee, Stripe, Quickbooks), etc.

International Customer exposure – Talking to industry leaders

What Makes You The Right Fit

1+ year of experience as an implementation manager at any B2B SaaS business or did a technical Support role.

AND/OR 1+ year of Data ops or Sales ops role and now want to take it to the next level. Integrated and implemented multiple SaaS systems.

AND/OR 1+ experience of working with APIs/JS and/or other analytics platforms such as Segment, Mixpanel, Google Analytics to track product usage. 

Is hands on with BI tools. (good to have)

Either Implemented or administered or were involved in technical evaluation of a Customer Success / CRM / Billing / Support technology platform. 

Has an understanding of the B2B SaaS ecosystem & tools usually companies use. 

Strong communication and interpersonal skills, both written and verbal; This is a must have since we have an international customer base that you will be working with.

Undergraduate degree (BE/B.Tech) in Computer Science or Information Technology

What This Is Not

This is NOT a 9 to 5 job.

We don't offer or encourage any hierarchical structure.

Compensation

Among the best in the industry.

Cash, Incentives

Why CustomerSuccessBox?

CustomerSuccessBox is the leading AI powered Enterprise Customer Success platform. It helps global B2B SaaS businesses to get to 130%+ MRR Retention, unlock 3X upsell opportunities and double LTV.

In SaaS, 95% of the Lifetime value (LTV) is locked in as 'Future' Recurring Revenue. BUT businesses don't know who will Renew / Buy-more / At-Risk until it's too LATE.

CustomerSuccessBox technology tracks real time product adoption and customer engagement. It's AI Powered 'Early Warning System' uncovers the blind spots for Proactive Interventions. It's advanced automation leads to a faster time to value, higher product adoption and reduced cost of customer success.

Leading customer-centric global enterprises such as Headset - Seattle, Aislelabs - Toronto, Locus - Bangalore and Raken - San Diego.

People and Culture

CustomerSuccessBox is a B2B SaaS customer success platform, Venture backed ) by pi Ventures and Axilor in venture funding. CustomerSuccessBox is founded and run by CEO, Puneet Kataria, recognized by LinkedIn as a Global Top Voice of 2019. 

At CustomerSuccessBox, you will become part of a passionate team that works together to create value for our customers and their customers.

As a member of the CustomerSuccessBox team, you will own the problems and will enjoy both authority and accountability over deliverables. You will be rewarded for business results delivered. All the credit of the success is yours to take, but it will come with the responsibility of owning up to the failures too, we call them 'failed experiments'.

In return, we are committed to providing you with every opportunity to learn, grow and reach the highest level of your ability and potential.

CustomerSuccessBox is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, gender, ethnicity, national origin, disability, or sexual orientation.