Sales Engineer/Customer Success Engineer

Summary

Join UserGems, an AI platform that helps sales and marketing teams double their pipeline impact, as a Customer Success Engineer. This role is externally facing, partnering with sales and CS teams to lead product demos, deliver successful implementations, and ensure customer adoption. You will work closely with CSMs as a technical resource to ensure customers are successfully using UserGems products. This is an opportunity for someone who loves technology and working with customers, enjoys taking ownership, and wants to experience exponential personal growth in a collaborative and friendly environment.

Requirements

• 3-5+ years of relevant experience at a startup or Salesforce consulting firm
• Salesforce Admin experience is required (certifications are a plus)
• You should be comfortable building Flows, working with integrations, and working on lead management and routing projects
• You are organized, detail-oriented, naturally curious, and a thoughtful communicator
• You’re an expert project manager, skilled at setting realistic timelines, and holding all parties accountable
• You have a track record of advancement and taking on increased responsibility
• You have some customer service, sales, or training experience
• You’re very comfortable working with executive teams
• You’re an expert at driving organizational change to encourage desired user behavior and engagement

Responsibilities

• Join pre-sales virtual meetings as a technical expert to demonstrate our products, design solutions specific to our prospects’ tech stacks, and answer technical questions
• Own post sales relationship from kick-off, implementation calls/processes, training & enablement and achieving adoption metrics
• Identify new ways to optimize our prospect, customer, and employee experience based on your own observations, data discovery, and user research
• Collaborate with the UserGems product team to resolve prospect and customer issues, collate and prioritize feedback, and assist with our roadmap and product design, especially as it relates to Salesforce and HubSpot
• Own the strategic rollout of UserGems at accounts and ensure that program tactics align with customer goals/objectives
• Decrease time to value for UserGems customers. Identify ways to streamline the onboarding process and create/hold customers accountable to timelines
• Own initial adoption metrics and ensure customers hit a stable state of usage & performance before handing off to a customer success account manager
• Openly challenge customers to follow UserGems best practices
• Openly challenge the way that we do things and create change within the organization; make recommendations to marketing, sales, CS, and product leadership on our business processes and prioritization
• Become re-engaged with active customers where appropriate for items like
• Implementing new signals
• Customizing AI generated messaging
• Re-implementation of customers
• Setting up AISDR functionality
• Project planning w/ low adopters

Preferred Qualifications

• Salesforce & HubSpot CRM
• LeanData & RingLead routing
• Outreach, Salesloft, Groove, & HubSpot sequencing
• Marketo & HubSpot Marketing Automation
• Slack

Benefits

• You’ll be part of a fast-growing startup as it scales from 60 employees to 100+
• Customers love us! (see our Customers page and G2 Reviews ). They see ROI in Closed Won revenue generated
• Employees love us! (see our Glassdoor & RepVue page)
• We're a remote-first company with employees across the Americas and Europe
• We have weekly standups, virtual happy hours, and in-person off-sites around the world so that everyone stays connected
• We are customer-focused and data-driven in everything we do
• We value individual differences in the workforce and strive to make everyone feel welcomed and accepted, regardless of their skin color, gender, or sexual orientation
• We offer a competitive salary and benefits