Implementation Engineer

1 month ago

Boston, Massachusetts, United States Jellyfish Full time

We are seeking an Implementation Engineer to join our post-sales Customer Success team. Partnering with our Customer Success Managers, you'll work directly with customers to ensure that Jellyfish maps to a customer's software engineering practices, both when they first become customers and as our products and our customers' engineering practices evolve. Your work providing a smooth and engaging onboarding experience will be critical to retaining customers and driving long-term success with Jellyfish. It's an ideal gig for someone who loves the art and science of software development, and enjoys interacting with engineering leaders who are seeking to be on the cutting edge of software engineering excellence.

Let's talk about responsibilities:

  • Meet with new customers to learn about their software development practices.
  • Propose how to best integrate Jellyfish into customers' processes. This may include persuading customers to implement recommended best practices.
  • Project manage the implementation process, by designing an onboarding plan, executing product configurations and engaging other technical resources as needed.
  • Consult with Account Executives and Sales Engineers about the work performed during the sales process to assess customer's priorities for implementation.
  • Manage the customer experience throughout the onboarding process, with particular emphasis on customer communication, internal collaboration, and prompt and effective escalation.
  • Conduct initial training for onboarding customers and work with CSMs on customers' ongoing training plan.
  • Working with our CSM's, provide ongoing recommendations to customers on the implementation of new or complex configurations throughout the customer lifecycle.
  • Stay up to date on Jellyfish features and releases, and communicate product changes to customers via training and enablement sessions.

Let's talk about what you need to excel:

  • Have experience with software development processes, in particular how Jira and source control systems like GitHub are used by engineering teams
  • Self-motivated and have a strong interest in contributing to continuous improvement of processes and procedures
  • Experience working at a software company (ideally SaaS) and are comfortable working in a dynamic startup environment
  • Passion for learning and solving complex problems with an empathetic touch
  • Organized, with an ability to develop and execute complex plans throughout the implementation cycle life of the client relationship
  • Experience project managing customer-facing projects, and have successfully used collaborative project management tools to keep work on track.
  • Team-oriented (we before me), collaborative, and comfortable working cross-functionally
  • Convincing and personable, have strong verbal/written communication and presentation skills, and are comfortable persuading both internal and external resources
  • Technically proficient, with an aptitude for analyzing data
  • You have at least one year of Implementation, Sales Engineering, Customer Success, Support, or Integrations-focused Solution Consulting experience

We believe that it takes a diverse team to build the best company we can. Jellyfish welcomes people from all backgrounds and especially encourages applications from members of groups underrepresented in the software industry.

Applicants must be authorized to work for Any employer in the US. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Let's talk about us

This is all about you, but you want to know a little about us. Jellyfish was started in 2017 as a team of three with one big idea: engineering is the core of modern business, so let's create and manage it that way With the help of our customers, we have built the first Engineering Management Platform, providing visibility into engineering organizations, their work, and how they operate. We enable leaders to align engineering decisions with business initiatives and deliver the right software efficiently and on time.

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