Senior Solutions Engineer – Enterprise CX, NPS

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🕒 4 dias atrás

🍂 Massachusetts – Remoto

🍂 Massachusetts – Remote

⏰ Tempo Integral

🟠 Sênior

💻 Engenheiro de Soluções

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CustomerGaige

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2007

☁️ SaaS

🤝 B2B

🤖 Inteligência Artificial

💰 Seed Round - CustomerGauge em 2020-01

SaaS • B2B • Artificial Intelligence

CustomerGauge é uma plataforma de experiência do cliente (CX) B2B que captura feedback em tempo real a nível de conta e vincula diretamente o Net Promoter Score (NPS) e outros sinais a receitas, riscos e resultados financeiros. A plataforma enfatiza o NPS Centrado em Contas e Baseado em Receitas, fornece painéis e análises (incluindo uma visão Monetize CX) e inclui agentes impulsionados por IA (Gaige AI) que analisam feedback não estruturado e geram recomendações de resposta e sinais de ação. CustomerGauge é vendida como uma solução SaaS para empresas B2B de diversos setores (manufatura, bens de consumo, logística, tecnologia, serviços) para proteger e aumentar a receita das contas ao expor riscos de cancelamento, oportunidades de expansão e playbooks prescritivos para fechar o ciclo com os clientes.

Descrição

• Bring genuine NPS and CX domain expertise into every conversation, connecting platform capabilities directly to measurable business outcomes that matter to the buyer • Own the technical side of sales cycles, leading discovery, solution architecture, proof-of-concept engagements, and executive presentations • Partner closely with the sales team to shape and accelerate deals from a technical and domain standpoint, positioning CustomerGauge as the clear, credible choice • Translate complex business and technical requirements into solution designs that hold up under scrutiny: integration architecture, data flows, program configuration, and implementation approach • Help respond to RFPs and security questionnaires; lead technical deep-dives with IT, data, and operations stakeholders • Engage at all levels of the prospect organization, from IT architects and program owners to the C-suite, with equal fluency • Transition closed accounts into long-term managed relationships and own the commercial relationship: renewals, upsells, and multi-year expansions • Serve as the ongoing trusted advisor for a portfolio of strategic accounts, the person customers call when they need guidance • Build and maintain executive-level relationships while staying connected to day-to-day program owners and champions • Run executive business reviews that connect CustomerGauge outcomes to customer revenue, retention, and loyalty metrics • Identify and manage risk proactively: surface churn signals early and build mitigation plans • Collaborate with CustomerGauge services and executives to deliver win-win outcomes across the customer organization • Represent the voice of the customer internally to influence product direction and roadmap priorities

🎯 Requisitos

• 10+ years of experience in technical presales, with additional account management or customer success responsibility, ideally in B2B SaaS • Deep, hands-on expertise in NPS, customer experience measurement, or customer feedback programs; this is required, not a bonus; experience with Voice of the Customer (VoC) program design and implementation • Proven ability to lead complex technical sales cycles at the enterprise level: solution architecture, integration design, RFP responses, and proof-of-concept engagements • Demonstrated track record as a technical trusted advisor: prospects and customers seek your counsel on architecture, program design, and strategy • Experience managing strategic accounts post-close: renewals, expansions, and executive relationships • Comfortable owning commercial conversations and negotiating contracts • Strong executive presence; equally effective in a technical deep-dive and a C-suite business review • Exceptional communication and presentation skills; you make the complex feel simple • Bachelor’s degree required

🏖️ Benefícios

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities