Head of Solutions Engineering,

What you’ll do as a Solutions Engineer Manager

You are the team enabler, point of reference and coach. You will work closely with our Enterprise prospects and customers by shadowing and improving your team’s technical expertise. You will take care of new team members and you will ensure work loads are equally distributed within the team. You are personable and can provide constructive feedback when necessary. You will help escalate and identify issues quickly and efficiently and you will work with the other team leads and the regional lead to ensure proper regional coordination. The team lead is a player/coach that still requires excellent individual contribution performance.

To aid your team, you will work closely with every team at us, from Sales and Product, through to Engineering and Customer Support. Your goal of customer success should drive you through the entire organization as you seek out and advise your team on how to create scalable solutions for your customer’s needs.

Examples of desirable skills, knowledge, experience and goals

Our Solutions Engineers come from a wide range of backgrounds: financial consulting, engineering, software development, product management, customer support & project delivery. We're serious about building a diverse team. When hiring we look for diversity of experience combined with genuine curiosity for our technology.

Ultimately, you are passionate about technology, have the ability to explain complex technical concepts in easy-to-understand terms, and you like coaching and teaching. You are naturally curious, and an avid builder who is not afraid to get your hands dirty. On the Solutions Engineering team, you will find a collaborative environment where everyone brings different strengths and jumps in to help each other and you will be an integral part of driving that culture.

Requirements

Requirements

The Solutions Engineering M role has the same requirements as the Solutions Engineering role with the following additions: 

• Demonstrable experience in coaching, leadership skills or team management.
• Demonstrable experience in understanding and solving escalations, team issues or other management related scenarios.

Inter-Team Goals

• Cultivate cross SE team/office coordination, keep us all connected as one team.
• Facilitate knowledge transfer between SE teams:
  • Ensure the team learns from the great ideas of single team members.
  • Ensure mistakes are not repeated within the team.
• Develop strong relationships outside of SE organization to aid in escalation of issues (product/support/engineering/special projects/marketing/legal/etc).
• Maintain strong communication with Account Executives and Customer Success leads.

Intra-Team Goals

• Keep the pulse of the team: who is happy, productive, performing. Know each member’s strengths and how they would each like to develop.
• Exemplify and cultivate positive culture traits.
• Provide support and confidence to team members.
• Cultivate a very open communication environment. Criticism is welcome and appreciated.
• Maintain culture of independence amongst team members while offering advice to team members on how to improve.

Personal Goals

• Maintain balance of player and coach workloads.
• Operate as a highly performing individual contributor.
• Maintain trust and respect from team.
• Ability to handle any call, from any customer.

Responsibilities

• Workload Management.
• Conduct 1:1’s with team members.
• Act as point of escalation for team issues, escalate issues that can’t be solved in the team.
• Recruit, interview, and on-boarding new team members. 
• Report on individual SE strengths and weaknesses.