Technical Advisor, Scaled (Post-Sales Customer Success)

Summary

Join Sourcegraph, a leading code intelligence platform, as a Scaled Technical Advisor to establish the newly formed Scaled Success team and drive customer success through tailored experiences and technical problem-solving.

Responsibilities

• Help establish the newly formed Scaled Success team at Sourcegraph
• Form medium-touch relationships across a shared set of customers
• Provide tailored experiences to customers, leveraging the work of our Digital Success team
• Ensure customers' developers love our platform, remain happy customers, and grow month after month
• Help customers solve technical problems while driving key metrics like adoption, usage, and consumption
• Within one month, build a trusting relationship with partners across Technical Advisory (post-sales), Customer Engineering (pre-sales), Implementation Engineering, Sales, and Support Engineering teams
• Learn about our product, value proposition, customers, team, and processes
• Join or review customer and prospect calls to understand their challenges and needs
• Help define the Scaled Success customer journey, considering existing activities from the Digital Success team and Enterprise customer journey
• Have built an on-demand and on-rotation coverage plan process for Scaled Success customers to review common success plans and goals
• Within three months, be assigned first customers with whom you'll begin to define common success plans and goals to be worked on and reviewed frequently
• Ensure customers derive maximum value from their investment in Sourcegraph; develop account success plans based on insights and needs where necessary
• Execute current processes and playbooks that provide value to our customers and ensure long-term growth beyond just your assigned customers
• Provide recommendations based on the customer's infrastructure and use cases, and provide feedback to internal teams as your customer's voice
• Within six months, drive customers' success, including their onboarding experience, ongoing feature adoption, renewal, and expansion through a digitally nurtured program
• Conduct streamlined onboarding processes, product enablement, and customer success plans on an ongoing basis
• Translate customer sentiment to internal teams by logging product gaps and providing supporting evidence that helps product teams prioritize our roadmap. Be the voice of the customer
• Help solve technical problems with and for our customers
• Flag potential opportunities for expansion and up-sell across your book of business to our Sales counterparts so they can pursue account growth and increased solution footprint