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Excerpt: Hex’s user base is growing fast. We are hiring our first Customer Engineer to partner closely with our key customers and make them successful with Hex.

Status: Open

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About the role

Hex’s customer base is growing and changing quickly. To keep pace with this evolution, we are hiring our first Customer Engineer to partner closely with our key customers and make them successful with Hex.

As a Customer engineer, you will use your expertise to effectively onboard key accounts as they begin their journey with Hex and set them up for long-term success. You will work closely with Sales, Engineering, Product, and Customer team members to build and implement customer-focused frameworks, educate end users on Hex’s unique capabilities, and use what you learn from our customers to provide input to our product roadmap.

There is a lot you will learn about our customers’ needs and goals that will drive the roadmap for what projects you take on, what efforts we can scale, and how we need to invest in our customers going forward. Reporting directly to our Head of Customer, this role is the tip of the spear in Customer Engineering and we are excited for someone to come into this role with ideas for how the function will evolve.

What you will do

• Generate & implement consistent onboarding & activation frameworks for key customers
• Build the customer engagement model that dictates when & how our broader team is involved at key accounts
• Identify & implement milestone tracking to monitor onboarding, activation & customer health
• Become a Hex product expert capable of guiding customers through initial product setup and questions
• Identify patterns from the larger book of business to share with internal teams to drive Product-led expansion initiatives

Who you might be

• You’re experienced. You have 2+ years of post-sale Enterprise experience.
  • You have deep knowledge of the data ecosystem (modern data stack, infrastructure, tooling, cloud providers, etc.)
  • You are comfortable meeting with Enterprise stakeholders and driving shared initiatives to completion (up to 25% travel) 
• You mirror our core persona’s technical capabilities. You are fluent in SQL and have exposure to data science tooling.
• You are an effective communicator. You work well with key stakeholders (internal & external) to gather/deliver feedback, share timelines, and update progress.
• You are excited to learn and build something new. You welcome opportunities to be creative, design and run experiments and are comfortable sharing wins, losses, and learnings.
• You are a strategic problem solver. You are able to break down complex, ambiguous opportunities into discrete, actionable hypotheses to test with minimal overhead.