Customer Solutions Engineer

at  HERE

CUSTOMER SOLUTIONS ENGINEER

Location: Washington, D.C. (Remote)
This position will be based remotely out of the Washington, D.C. area, with the expectation of being onsite with clients and traveling to clients as needed (subject to your legal right to work in the jurisdiction).

ABOUT THE ROLE

Here™ is growing, and we are looking for an experienced Customer Solutions Engineer to join us! At the core of this role, you will assist in facilitating the adoption of our growing product offering across enterprise organizations. This will involve working closely with internal Sales, Engineering, Product, and Customer Success teams to ensure clients are achieving successful implementations. Through your collaborative interactions with our teams and clients, you will play an active role in shaping the customer experience from start to finish. Your influence and thoughtful technical expertise will assist customers at all levels in understanding Here™’s capabilities. Through your efforts, you will help establish Here™ as the leading web-based platform for the enterprise desktop.

RESPONSIBILITIES

• Technical Aptitude & Know-How:
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• Collaborate with our Sales team, Prospects, and Customers to demonstrate Here™’s core product offerings including the Here™ Enterprise Browser solution as well as relevant APIs in sessions with stakeholders with a mix of technical backgrounds

• Assist in answering technical questions associated with client technology stacks and demonstrate value in how Here™ ties into and improves business workflows
• A working knowledge of Public Sector communication and norms to guide expectations and minimize time to value
• Proof of Concepts:
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• Work closely with client teams to both guide and advance their POCs by defining scope, objectives, and milestones, in order to facilitate them to a successful completion

• Content Creation:
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• Develop meaningful, reusable tutorials and examples that address common Here™ implementations at scale

• Generate “Getting Started” materials to act as a guide for teams who are just becoming familiar with Here™
• Create developer documentation referencing both Here™ & web best practices, along with thoughtful integration approaches
• Client Onboarding:
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• Work with client teams to facilitate rapid uptake of Here™ through tools and materials for teams beginning their implementation projects

• Hands-on work in confidential or sensitive public sector systems where clearances are required
• Perform regular check-ins with teams, host training sessions, and provide assistance where necessary
• Product Scope:
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• Elicit and collect feedback from customers, as well as product insight to share with internal teams - this process will help shape the creation of new Here™ products and APIs, while providing direction on how to best assist the client

• Superior Communication:
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• Maintain excellent customer facing verbal and written communication skills and properly route information, acting with a sense of urgency, to expedite critical needs for both existing customers and prospective customers