Customer Success Lead Engineer

Customer Success Lead Engineer

At Tag-N-Trac, we provide full stack IoT traceability solution using custom smart labels and ultra-low power devices. We use cutting-edge technologies to enable end to end supply chain digitization. We at the forefront of revolutionizing supply chain, warehouse, and inventory management solutions by providing real-time visibility into assets and shipments.

Our Customer Success team closely collaborates with the Engineering and Product teams on one side and customers on the other side to create world class products that meet our customer needs. We leverage cutting-edge technologies that power our core platform, customer-facing API's, and real-time events processing tailored specifically for the challenges in the supply chain industry.

The Role

Tag-N-Trac is looking for a Lead Customer Success Engineer based in USA. As a customer success engineer, you will be championing Tag-N-Trac solutions (IoT devices + SaaS) to our customers. In this position, you will get to lead engagements with fortune 500 companies with some of the most complex supply chain challenges. You will have opportunities to grow and make a significant impact on the product roadmap, product development and sales enablement.

Responsibilities

• You will be involved in customer engagements right from discovery to pre-sales to commercial deployments. You will lead customer onboarding, ongoing support and customer education.
• Pre-sales:
  • Work closely with the sales team to discover the customer's challenges.
  • Help document customer project requirements and summaries.
  • Prepare Solution Architecture documents to guide the customer on their usage of the Tag-N-Trac products.
• Account enablement:
  • Using your knowledge and insights about the customer's requirements and Tag-N-Trac's solutions, guide the customer with the right solution that meets their needs.
  • Assist in demo preparation, customer onboarding, and enablement.
  • Assist sales teams with timely execution of POCs and commercial deployments.
  • Work closely with customers, sales and product teams to ensure seamless customer onboarding and enablement.
• Post sales:
  • Continue to proactively monitor customer deployments and address any problems/concerns in a timely manner. Ensure success and satisfaction of our customers.
  • Help build a trusted partnership between Tag-N-Trac and customers.
  • Collaborate with product & engineering teams, bringing timely feedback from customers.
  • Upsell: Be up to date with new and upcoming solutions from Tag-N-Trac. Train and educate customers about these new solutions. Identify areas where customers can deploy these solutions to get the maximum ROI.
• Contribute to a technical knowledge base, develop application notes, training, and customer education.
• Support resellers and distributors of Tag-N-Trac solutions with technical guidance and training.

Qualifications

• Bachelor engineering degree in CS/CE/EE.
• Experience and working level expertise with IoT technologies like BLE and Cellular.
• Minimum 5 years' experience in customer success, sales enablement or solution engineering field.
• Ability to learn quickly with strong problem-solving capabilities. Highly collaborative approach, with excellent communication skills.
• Ability to clearly communicate and explain solutions to non-technical associates/partners/customers in the logistics and supply chain industry.
• Ability to prioritize and manage tasks in a fast paced environment.
• Must be hands on, entrepreneurial and able to translate customer expectations into executable plans.
• Evidence of being outcome-oriented with the highest degree of tenacity and commitment — holding themself accountable to customer expectations, deliveries and timelines.
• Experience with REST APIs, using Postman collections, API documentations.
• One of the following will be an advantage:
  • Embedded Application Development.
  • Cloud Architecture and Solutions certification or knowledge.
• Expected Domestic and International travel 20%-30% of the time