Head of Solutions Engineering

Description

Freight in the U.S. costs over $1 trillion a year to move by truck, yet matching carriers with loads is still slow, hand-driven and split across tools. The company is working on that.

Its customers are freight brokers, and each one has its own way of working. Taking a new customer from signed contract to a product they actually use means understanding their operations, choosing what to build, coordinating the project between their team and yours, and keeping expectations aligned on both sides. Right now that work is shared among customer success, engineering and the founders. The company is hiring a Head of Solutions Engineering to run the technical side of onboarding, implementation and custom builds.

You will lead the most important implementations yourself and turn what you learn into a repeatable playbook. You decide what the company commits to, set expectations with customers and weigh those against what engineering can realistically deliver.

Responsibilities

• Take ownership of customer deployments where customers and engineering meet, covering onboarding, new features and rollouts.
• Guide each implementation from signed contract through onboarding and go-live to ongoing adoption.
• Work with engineering and product leads to reduce how much engineers must get involved in customer builds.
• Partner with Product to train and enable customers, including writing documentation so they can serve themselves.
• Create a project management system that Product, CS and Engineering all use to track where each customer build stands. Act as the point of contact for escalations between engineering and CS.
• Define the scope and manage expectations by turning customer requests into clear, achievable requirements for engineering. Define how integrations work with customers and partners.
• Learn the product in depth, starting by setting up workflows and agents yourself, and spot when a one-off request should become a product feature.
• Own rollouts and custom workflows that grow existing accounts, including enablement, training and documentation so customers get more value without waiting on the team.
• Lead and grow the deployment team, beginning with the deployment strategist.

Requirements

• You have owned implementation, solutions or another technical customer-facing delivery role at B2B software companies.
• You have 5+ years of experience.
• You have managed technical customer relationships well enough to coach others, and engineers trust your judgment.
• You are technical enough to learn a complex product quickly, configure workflows, understand an integration and ask engineers precise questions.
• You think like an operator: you understand how a business runs, care about your customer's margins and catch problems early.
• You communicate clearly in writing and in speech.
• You take full ownership and prefer building the first version yourself over handing someone a plan.

Conditions

Open only to US citizens or people holding a US visa.

Benefits

• Medical, dental and vision coverage.
• Lunches and dinners fully covered.
• Fast learning and growth, with rewards tied to your contributions.