Senior Product Support Engineer

Senior Product Support Engineer

KEY ACCOUNTABILITIES

• Lead the customer onboarding journey, starting with internal handoff call from sales and customer kickoff call
• Deliver high quality training and instruction that positions the product as the best solution to meet the customer's vision
• Work with new customers to configure, initialize, and pilot run our software products.
• Drive adaptation and expectations at this beginning stage of the customer journey and empathize with the customer in order to ensure that our technology solutions are set up for their specific needs
• Ensure onboarding criteria are completed prior to transitioning to the next step in the customer's journey
• Keep all projects organized and fully utilize all provided tools to document progress
• Communicate specific customer needs clearly with product engineering team
• Discuss any escalated or complicated needs with the product and technology Leadership team
• Become established as a trusted advisor and industry thought leader through identifying, creating, and promoting compelling insights
• Proactively handle conflict situations, offer creative solutions, and prevent customer churn
• Makes frequent touches via phone, email, screen share to customers post training
• Assist in creating and implementing onboarding and customer success processes and materials
• Assist the enablement Team in creating internal and customer facing educational materials as needed
• Other duties as requested by management
• Participate in continuous learning, product rollout sessions, and other internal training opportunities.

QUALIFICATIONS, EXPERIENCE AND SKILLS

• BA/BS Degree in a technical discipline
• 9+ years relevant working experience, with at least 3 years on customer onboarding or product implementation role in technology companies 
• Knowledge on in international trade, ocean and air shipping, and global freight forwarding
• Comfortable and confident verbal and written communication with internal and external customers 
• Ability to prioritize and stay organized to complete items by the deadline
• Proficiency in SQL and Office tools 
• Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask. 
• Possess strong customer empathy and a solid sense of humour

 

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Experience Level

Senior Level