Senior Implementation Engineer (EMEA)

Overview

Job Description

Responsibilities

• - Partner with Customer Success, Sales, Operations, and Support teams to establish and refine operations related to onboarding our customers
• - Guide customers through the initial customer journey points and deliver customer centric solutions to improve overall customer experience
• - Iterate and improve on strategies and automations that streamline current workflows and tooling
• - Contribute to team knowledge base when finding solutions to common situations
• - Carry out day-to-day strategies for new customer onboarding, targeting rapid execution with minimal friction
• - Ensure smooth transitions between CS, Sales, Onboarding, and Support Teams and foundational success for ongoing customer relationships
• - Provide personalized customer onboarding with efficient, automated workflows.
• - Exercise clear communication and collaboration strategies to ensure smooth customer transitions and scalability.
• - Build and maintain strong relationships with customers throughout their onboarding and migration journey before transitioning to Customer Success Management
• - Champion a customer-first approach that balances personalized support with scalable processes.
• - Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.

Required Skills

• - Minimum 4+ years of professional, full-time, post-grad experience working with external customers; Internal sales, support and success teams in a similar customer onboarding/implementation engineering role
• - Must have direct customer-facing, professional client/customer onboarding experience
• - Demonstrated, deep understanding & experience working with SaaS platforms and cloud-based technologies
• - Strong cross functional collaboration and customer relationship management
• - Excellent problem-solving, and communication skills
• - Proven track record of adapting, evolving, and continuously learning about cutting edge technologies
• - You are a natural leader
• - You are excited to work in a start-up environment; you get in the weeds as part of the team
• - You are smart, innovative, and fun. You bring a sense of humor and humility to work every day!
• - You maintain a customer-centric mindset
• - You love finding solutions to challenging problems
• - You are not afraid of conflict and difficult conversations and value transparent communication.

Benefits

• - Freedom & flexibility; fit your work around your life
• - Designated quarterly Whaleness Days plus end of year Whaleness break
• - Home office setup; we want you comfortable while you work
• - 16 weeks of paid Parental leave (after 6 months of employment)
• - Technology stipend equivalent to $100 USD net/month
• - PTO plan that encourages you to take time to do the things you enjoy
• - Training stipend for conferences, courses and classes
• - Equity; we are a growing start-up and want all employees to have a share in the success of the company
• - Medical benefits, retirement and holidays vary by country
• - Remote-first culture, with offices in Seattle and Paris