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TITLE

 

Manager of Success Engineering

COMPANY

 

Engagio

LOCATION

 

San Mateo, CA, US

Description

Over-Automation is killing the effectiveness of both Marketing and Sales. Engagio is building the next great marketing platform to help revenue teams and their potential and existing customers feel human again.
Our all-in-one Marketing Orchestration platform helps companies operationalize "Account Based Marketing" to engage with their best prospects and customers, get deeper insights at the company level, and communicate with personalized, relevant content.
 
This isn’t our first rodeo. Engagio has over $32 million in funding from Norwest, FirstMark, Storm Ventures, and First Round Capital and our CEO, Jon Miller, has been instrumental in building two of the largest marketing technology companies in the past 20 years including Epiphany (IPO: 1999); and most recently as co-founder of Marketo; (IPO: 2013 - Sold to Adobe for $4.8 billion in Sept. 2018). Additional senior leaders come to us from DemandBase, Marketo & Platfora (big data).
 
About the Role
 
At Engagio, the Customer Experience team's charter is to be a trusted advisor delivering a best-in-class customer experience by helping marketers understand, act on and measure their impact across revenue teams. Our Customer Experience team is made up of Customer Success, Professional Services, and Technical Services. As the Manager of Success Engineering, you'll be reporting into the VP of Customer Experience and owning the Technical Services experience.
 
In this role, you will be leading and designing the technical backbone of our Customer Support team. The Manager of Success Engineering will oversee and guide the existing team of Success Engineers. This is a leadership position, however very much a player-coach role requiring your technical expertise to help guide and mentor the team, yet also roll-up your sleeves and jump into the support queue. We are looking for you to serve as a role model to the Success Engineering team and for you to lead by example. Initially, up to 50% of your time will be focused on the player aspects, though we expect this to lower as we grow the team.
 
As the Manager of Success Engineering, you will be responsible for understanding and anticipating our customer's technical needs, and subsequently designing the appropriate experience (technology + process) to deliver on those needs given the customer's size, revenue, and business requirements. The more proactive, the better!
 
You are expected to run the Success Engineering team as a business which includes identifying, understanding, and sharing metrics that represent the team's performance, as well as building out and articulating the value of paid technical services and support packages.
 
This role is a crucial bridge between the Customer Experience, Engineering, and Product teams and you are expected to work closely with the leaders of each team to provide timely feedback and identity collaborative opportunities to deliver better experiences to our customers. You will serve as the escalation manager for the highest priority customer issues and escalations and are expected to have a deep working knowledge of our products and the ecosystem.
 
To summarize, we’re looking for people that go above and beyond to help others be successful. This is a role that will quench your thirst to be technical while also supporting and scaling our customers and Engagio itself.

Responsibilities

    • Lead, design and implement the technical backbone of Engagio's Customer Support team
    • Serve as player-coach and lead by example, mentoring your team and also willing to jump in a roll-up your sleeves
    • Understand and anticipate our customer's technical needs, and subsequently design the appropriate experience to deliver on those needs
    • Work closely with the Engineering and Product team to provide timely feedback and identity collaborative opportunities
    • Identify, understand, and share metrics that represent the team's performance and be responsible for ongoing process improvement
    • Build out and articulate the value of paid technical services and support packages
    • Serve as top-line escalation for high-priority support cases including overall triage and management 
    • Create and sustain an environment that encourages career growth for every individual
    • Have SSH access to our Production environment and be responsible for troubleshooting problems in Production

Ideal candidates will:

    • Be gritty and passionate
    • Love solving technical challenges drawing on the multiple years of experience as a technical support engineer, technical consultant, or software engineer
    • Love working with others and the way they talk to people naturally makes them feel good about themselves
    • Be level-headed and calm when working through peaks of customer support issues. You're zen, when other are stressed.
    • Be proficient with Salesforce and familiar with B2B Marketing
    • Have experience writing back-end code and making database / SQL queries
    • Have a positive and entrepreneurial mindset

Ideal Previous Experiences:

    • 4+ years of being on a technical client-facing team at a SaaS company
    • 2+ years of being a technical team lead at a SaaS company
    • Demonstrated success working cross-departmentally to deliver services / products
    • Demonstrated experience in establishing standard technical support processes and managing performance to achieve key metrics    

Strict Requirements:

    • 1 year of full-time experience in a customer facing or technical role at a SaaS company
    • Near-Native English proficiency (written and spoken)
Our Mission 
Build a great software company, united by a common vision of the 1:1 future that uses data and analytics to make every interaction more intelligent, more personalized, and more relevant. 
  
Our Values 
1. Freedom and Transparency  
2. Happiness and Positivity  
3. Excellence and Execution 
  
Perks include: 
Free Philz coffee 
Medical, dental & insurance 
401k  
Commuter Benefits 
Great downtown San Mateo location Close to Caltrain 
Flexible work hours 
Unlimited vacation 
Fun monthly events 
Fully stocked kitchens 
Weekly educational classes & catered lunch 

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