Customer Success Engineer

The primary responsibilities of a Customer Success Engineer at Hightouch include guiding users in leveraging the Composable Customer Data Platform, addressing inquiries via multiple communication channels, and collaborating with internal teams. You will play a key role in helping customers maximize the value from their data without needing engineering capabilities.

To be a successful Customer Success Engineer at Hightouch, you should have at least 2 years of experience in a customer-facing role and possess a technical background, whether through education or on-the-job training. Familiarity with SQL is highly valued, as well as solid communication skills and a problem-solving mindset.

The Customer Success Engineer role at Hightouch provides broad exposure to various departments, including Marketing, Engineering, and Operations, which allows for considerable learning and growth opportunities. The collaborative environment is ideal for those seeking to expand their skillset and advance their careers in the tech industry.

As a Customer Success Engineer at Hightouch, you’ll work in a startup-like, remote-friendly environment, where adaptability and teamwork are key. You’ll be encouraged to voice your ideas and take initiative, contributing to a culture that values innovation, respect, and customer commitment.

A Customer Success Engineer at Hightouch should have a strong grasp of SaaS tools such as CRMs, ESPs, and ERPs. Additionally, being able to read API documentation is essential. Familiarity with SQL will also enable you to effectively support and educate customers on how to best use their data.

Be ready to detail specific experiences where you effectively supported customers with technical queries. Highlight your understanding of complex tools and how you created solutions to help users optimize their experience.

Discuss your strategy for first understanding the customer's specific challenge, followed by your proficiency in guiding them through API documentation. Show your ability to troubleshoot and simplify technical jargon for better understanding.

Talk about your organizational skills and systems you use for prioritizing requests. Mention how effective communication keeps customers informed, which in turn builds trust and ensures satisfaction.

Explain your proactive learning approach and how you engage with internal resources, team meetings, or product updates. Stress the importance of being well-informed to provide the best service.

Share details about a specific scenario where you resolved a customer's issue effectively, the steps you took, and the positive outcome that resulted, highlighting your problem-solving and communication skills.

Discuss how clear and proactive communication can alleviate customer frustrations, build rapport, and provide better chances for retention, ultimately contributing to the overall success of the business.

Highlight your specific skills and experiences that align with the role. Emphasize your passion for data, commitment to understanding customer needs, and your ability to work collaboratively within a varied team.

Explain your methods for staying calm under pressure, such as taking a step back to assess the situation, communicating effectively with the customer, and systematically problem-solving to resolve the issue.

List relevant tools and technologies you've successfully utilized in prior roles, showing your comfort with software that enhances customer support efficiency, such as ticketing systems, CRM platforms, and communication tools.

Demonstrate your research on Hightouch’s mission to empower users with data. Discuss how this resonates with your values and ambitions in the tech space, showing your genuine interest in contributing to Hightouch's objectives.