Customer Success Engineer

## About the Role As a Customer Success Engineer at Hightouch, you will play a pivotal role in ensuring that customers derive maximum value from the platform. This involves direct collaboration with customers, addressing their queries, and providing solutions to technical issues. The role requires a unique blend of technical expertise and interpersonal skills, as you will be working closely with various teams, including Solutions Architects, Solutions Engineers, Marketing, Engineering, and Operations.

The nature of the work is demanding and requires strong organizational skills, an ability to multitask, and a keen understanding of how to read API documentation and navigate standard SaaS tools. You will be the primary point of contact for customers, providing support through various channels such as Intercom, Slack, phone, or email.

Hightouch is a dynamic company at the forefront of AI marketing, partnering with industry leaders to provide innovative solutions. The team is built on the principles of first-principles thinking, efficiency, compassion, and kindness. As a member of this team, you will be expected to embody these values and contribute to the company's mission of making a meaningful impact for its customers.

## What You Will Do - Collaborate directly with customers to ensure they get the most value from the platform - Answer technical questions and provide solutions through various communication channels - Work closely with the Solutions Architecture team to understand and address customer needs - Participate in the development of technical documentation and knowledge base articles - Conduct regular check-ins with customers to ensure satisfaction and identify areas for improvement - Identify and escalate complex technical issues to the appropriate teams - Collaborate with cross-functional teams to develop and implement customer success strategies - Develop and maintain a deep understanding of the Hightouch platform and its capabilities - Provide input on product development based on customer feedback and market trends - Continuously update your knowledge of industry trends, technological developments, and competitor activity - Develop and deliver training sessions for customers on the effective use of the Hightouch platform

## What We Are Looking For - 2+ years of experience in a customer-facing role, preferably in a technical or SaaS environment - Technical background through experience or education, with the ability to understand and explain complex technical concepts - Conversancy in SQL, with a willingness to learn advanced topics and other relevant technologies - Strong discovery and interpersonal skills, with the ability to build rapport with customers and internal teams - Intellectual curiosity, high ambition, and humility, with a passion for learning and growth - High proficiency in reading, writing, and speaking English - Ability to adapt to an ever-changing work environment and prioritize tasks effectively - Thorough understanding of the technology industry and its key players

## Nice to Have - Experience with CRM, ESP, or ERP systems - Knowledge of cloud data warehouses such as Snowflake or Databricks - Familiarity with AI and machine learning concepts - Certification in customer success or a related field - Experience working in a startup environment

## Benefits and Perks - Competitive compensation package - Opportunity to work with a leading AI marketing company - Collaborative and dynamic work environment - Professional development opportunities - Flexible working hours and remote work arrangements - Access to the latest technologies and tools - Recognition and reward for outstanding performance - Comprehensive health insurance and wellness programs - Generous paid time off policy

- Develop a strong understanding of SQL and its applications in the industry.

• Highlight your experience in customer-facing roles and your ability to work with technical teams.
• Showcase your problem-solving skills and ability to adapt to new technologies and environments.
• Prepare examples of times when you had to explain complex technical concepts to non-technical stakeholders.
• Research Hightouch and its competitors to demonstrate your knowledge of the industry and market trends.
• Emphasize your ability to work independently and as part of a team, with strong communication and interpersonal skills.
• Be prepared to discuss your approach to customer success and how you measure its effectiveness.