Customer Solutions Engineer

Lob is a company transforming the way businesses use direct mail through technology. The Customer Solutions Engineer will serve as a technical counterpart to the Account Management team, focusing on onboarding and implementing solutions for customers to ensure their success in direct mail programs.

Responsibilities:

• Serve as the technical counterparts to our Account Management teams
• Play a critical role in onboarding and implementing solutions for customers
• Build trusted partnerships with our Account Managers to help accelerate time-to-value and ensure successful deployment, adoption, retention, and growth
• Complete Lob’s new hire training & onboarding program alongside other new Lob team members
• Partner with the Director of Solutions Engineering to define key success metrics for your role and how you will measure against them
• Shadow Solutions Engineers on implementation kick-offs and technical advisory sessions to learn best practices and deployment strategies
• Dive right into our platform to learn about what makes our platform unique and why customers love our solutions
• Learn Lob’s implementation process, documentation standards, and common customer integration architectures
• Complete a mock implementation kickoff and solution design review to ensure comprehension
• Regularly meet with your Account Managers to define a relationship that ensures seamless communication and coordination on all customer implementation projects and technical expansions
• Begin to lead technical implementations on your own with minimal oversight
• Consult with customers to document and validate their technical requirements and translate them into a successful implementation plan
• Successfully manage and execute multiple complex customer implementation projects to go-live
• Become a Lob and direct mail expert to confidently speak to ever-changing trends, new product features and platform enhancements to help our customers realize their full potential and accomplish their goals

Requirements:

• 3+ years of tech/SaaS experience in an Implementation, Onboarding, Solutions Architect, or Post-Sale Solutions Engineer role
• Technical proficiency on APIs and third-party integrations
• Working knowledge of software platforms including CRM, CDP or marketing automation tools
• Excellent communication and presentation skills with the ability to present to a variety of external audiences
• Flexibility: This is a 100% remote role, with expected travel of approximately 20-25%
• Experience presenting to Marketing and Technical Professionals including Directors/VPs of Marketing and CMOs
• Flexibility to work on multiple projects and simultaneously support the Account Management team
• Deep experience with technical project management and managing implementation timelines
• Logistics or Direct Mail experience is a significant plus, though not mandatory