What are the responsibilities and job description for the Customer Success Engineer position at Hatz AI?
About The Role
As a Customer Success Engineer, you will own the critical first phase of the customer journey: Implementation, Onboarding, and Activation. You will serve as the primary customer-facing technical lead, guiding new customers and Managed Service Providers (MSPs) from their initial kickoff through technical provisioning, training, and ultimate platform adoption.
You are a hybrid of a project manager, a technical implementer, and an educator. You will take training frameworks built by our AI Adoption team and bring them to life for our customers, ensuring they see rapid time-to-value (TTV) and are set up for long-term success.
What You'll Do
Implementation & Technical Onboarding
As a Customer Success Engineer, you will own the critical first phase of the customer journey: Implementation, Onboarding, and Activation. You will serve as the primary customer-facing technical lead, guiding new customers and Managed Service Providers (MSPs) from their initial kickoff through technical provisioning, training, and ultimate platform adoption.
You are a hybrid of a project manager, a technical implementer, and an educator. You will take training frameworks built by our AI Adoption team and bring them to life for our customers, ensuring they see rapid time-to-value (TTV) and are set up for long-term success.
What You'll Do
Implementation & Technical Onboarding
- Lead the Launch: Serve as the primary project manager and customer-facing lead for all new customer onboarding engagements.
- Drive Alignment: Lead customer kickoff calls, alignment meetings, and regular check-ins throughout the implementation phase.
- Execute Provisioning: Take hands-on ownership of the technical provisioning process and auto-provisioning milestones to ensure customer environments are configured correctly.
- Accelerate Activation: Act as the primary driver of execution during the launch process, ensuring customers hit their activation milestones on time.
- Deliver Training: Lead "MSP Champion Training" sessions and host interactive webinars to educate new users.
- Operationalize Adoption: Partner with the AI Adoption team through a train-the-trainer model. You will take the adoption journeys and learning frameworks they design and execute them in the field with your customers.
- Guide & Mentor: Provide guidance and transition context to Junior Customer Success team members who will handle the day-to-day tier-1 support for your accounts.
- Escalate Intelligently: Identify deeper technical defects, bugs, or break/fix issues during implementation and smoothly escalate them to the Technical Support Engineering team.
- Feedback Loop: Share on-the-ground customer feedback with the AI Adoption and Product teams to continuously improve the onboarding journey and training materials.
- Experience: 3 years in a Customer Success Engineering, Implementation, or Technical Account Management role within B2B SaaS.
- Implementation Chops: A proven track record of managing software implementations, complex onboarding projects, and technical provisioning.
- MSP Knowledge: Experience working with Managed Service Providers (MSPs) or channel partners is highly preferred.
- Project Management: Strong organizational skills with the ability to manage multiple customer onboarding projects simultaneously without letting details slip.
- Educator's Mindset: Highly comfortable presenting to groups, leading webinars, and translating complex technical AI concepts into easy-to-understand training for users.
- Problem Solver: Ability to troubleshoot initial setup issues and clearly document complex problems for the Support and Engineering teams.
- Faster Time to Value (TTV): Speed and efficiency of moving customers from kickoff to fully activated.
- Onboarding Effectiveness: Customer satisfaction and platform health scores at the end of the onboarding phase.
- Training Engagement: Attendance and completion rates for your MSP Champion Trainings and webinars.
- Product Adoption: Initial feature utilization and seamless handoffs to day-to-day support teams.