Customer Solutions Engineer

• As a Customer Solutions Engineer, you will be a strategic advisor for our product offering to customers, ensuring their success and maximizing their value from Windfall’s solutions
• You will take ownership of a book of business and guide them through the entire lifecycle from onboarding to expansion
• Your role will also be instrumental in driving Windfall’s growth by implementing scalable processes and helping customers realize value
• We’re on a mission to change how organizations perceive and use people data
• And we hold to our core values of: (1) Be an excellent communicator; (2) Operate with transparency; (3) Provide leverage, not optimization; (4) Win When Our Customers Win; and (5) Act with integrity and trust
• Own the end-to-end customer experience, with a focus on onboarding, implementation, and adoption, as well as best practices and growth
• Partner closely with customers to configure and integrate Windfall, troubleshooting technical and data issues with creativity and ownership
• Lead customers through their adoption journey as they move past first value, teaching them how to broaden their usage across enhanced analytics and broader marketing initiatives
• Proactively monitor account health, running interventions or saves when customers get stalled or are at risk of churn
• Identify new opportunities within the customer base to add to their product package or expand their usage
• Proactively manage relationships within customer teams, including multi-threading across departments and levels, and adapting to changes like new team hires and departures
• Act as the subject-matter expert on Windfall’s product, helping customers implement best practices for data integration, segmentation, and ongoing monitoring of results so they get full value from the platform
• Actively manage Annual Recurring Revenue (ARR) through active retention and identification of upsell opportunities
• Develop and implement efficient processes to enhance customer engagement and satisfaction
• Contribute to strategic projects and the Customer Solutions roadmap to drive continuous improvement
• Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation
• Lead efforts to validate and enhance the effectiveness of Windfall’s offerings

Benefits

• Medical, dental, and vision
• Retirement benefits
• Commuter benefits
• Long-term disability and life
• Paid time off
• Paid sick and volunteer days
• Paid parental leave
• Floating holidays
• Stock options
• Fully-stocked kitchen
• Pet-friendly office
• Remote-enabled

• Bachelor’s degree
• Experience with CRMs with a preference towards Salesforce and HubSpot
• 3+ years in customer-facing roles in B2B SaaS, data, or consulting, with retention or expansion accountability
• Working fluency with CRM data, matching, segmentation, and reporting; able to translate customer goals into configuration requirements. SQL is a plus, not a requirement
• Passion for learning
• Established track record of building relationships and presenting to Directors, VPs, and C-level executives
• Organized enough to carry a large book of business without letting follow-ups slip; directs work across teams rather than hoarding it
• Exemplary organizational skills and meticulous attention to detail, coupled with a commitment to task completion and thoroughness
• Outstanding verbal and written communication skills, capable of simplifying complex issues and adjusting communication styles for diverse audiences
• Thrives in the challenges of startups, motivated by the opportunity for rapid learning and growth rather than a traditional 9-to-5 routine
• Commercial instinct: knows the difference between a service request and an expansion conversation
• Team-oriented attitude, even in remote work settings. Contribute, share expertise, take accountability, and foster empathy in relationships
• Highly analytical and adept at problem-solving
• Proactive problem-solver with a focus on delivering value to customers
• Prior startup experience, particularly in B2B SaaS or data companies
• Comfort teaching customers in-product; strong deck skills are useful but decks are not the default customer experience
• Intermediate Excel skills
• Familiarity with digital marketing and performance measurement