Senior Customer Engineer, West

We are looking for a Senior Customer Engineer, West who excels at creating fanatic customers for life. Our customer experience is a competitive advantage and this role is key to defending that advantage. You will be the face of our company for our customer and collaborate with almost every team at the company: sales, solution engineers, product support, and EPD to ensure customers have the best experiences possible. You will work closely with our customers to drive product adoption, and retention. We’re defining success in this role as seeing our customers become vocal champions of our company and product. Another benefit of this opportunity is that it will shape the future of our Customer Success team and you will be an integral part of our super fast growth. 

Responsibilities

• Build and nurture strong relationships with our customers to help them get as much value out of our products as possible.

• Provide advanced product-level technical expertise, leading account setup, complex deployments and resolving intricate technical challenges

• Work with the sales team to build account plans that move the customers forward through each stage of the customer journey.

• Thoroughly understand our customers’ business needs, organizational structure, profile, product usage, and risks.

• Organize value-focused executive business reviews (EBR) at least once per year with each customer.

• Communicate frequently with customers about new features and roadmaps, and find opportunities for expanding which Material products are used.

• Lead customer escalations, and coordinate with internal teams and resources to ensure timely and effective resolution

• Aggregate customer product feedback, translate, and prioritize new features for product and engineering teams, advocating for the customer when needed.

• Execute cross-functional projects involving Engineering, Sales, Partnerships, and IT/Security.

• Customer Engineers are product experts, technical advisors, and customer advocates

What We're Looking For

• West-Coast Based

• Track Record: 5+ years of experience in a customer facing post-sales or implementation role such as technical enterprise customer engineering or technical account management role; cybersecurity or identity management experience is a plus. 

• Technical Acumen: Technical skills and knowledge / industry experience relevant to use cases/environments (sold, implemented and or managed security products, domain expertise in security, cloud email, IT, Google/Office 365, SSO, etc.). Coding experience is a plus.

• Product Sense: Our Customer Success Managers can stand toe-to-toe with our world-class product and design teams to design, build, and enhance the best user experiences.

• Project Management: Ability to multitask and efficiently handle multiple competing priorities, escalating when necessary while being highly organized, detail oriented, and having great time management skills. 

• Customer Empathy: Have sincere empathy for the customer and a commitment to delving deep into the challenges they present or experience; our Customer Success Managers have a natural tendency to take on new and unique customer asks/requirements.

• Attitude & Ambition: The best candidates are smart, hard-working, competitive, and not afraid to fail. They are team first but willing to take the lead with minimal guidance and supervision.

• Cross-functional and Collaborative: Ability to contribute directly to the following teams: Sales, Product and  Engineering

• Versatile: Should be able to learn new tools & technologies quickly, and be able to communicate the product and problem space fairly deeply

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Material Security is a remote-first workplace with an office in San Francisco, California.

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Compensation at Material Security is determined by a range of factors, including but not limited to the individual’s particular combination of knowledge, skills, competencies, and experience. The projected compensation range for this position is $160,000-$180,000.