Head of Solutions Engineering

FleetWorks Technology; San Francisco (CA); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Equity

Top-tier cash compensation

Medical, dental, and vision benefits

Daily meals (lunches & dinners)

Job summary

FleetWorks Technology is hiring a Head of Solutions Engineering in San Francisco to lead the technical customer journey from onboarding to ongoing adoption. You will own deployments, scope work, and set expectations with customers while coordinating with engineering, product, and CS teams.

You’ll also craft playbooks, train customers, and drive scalable workflows. You’ll personally run the most important implementations, build documentation for self-serve, and own rollout of custom workflows

Qualifications

• Experience owning implementation, solutions, or another technical customer-facing delivery role at B2B software companies.
• Ability to coach others on technical customer relationships.
• Technical depth to learn a complex product, configure workflows, read an integration, and ask engineers the right questions.

Responsibilities

• Own Customer Deployments at the intersection of customers and engineering, including onboarding and feature rollouts.
• Own customer implementations end to end from contract through onboarding, go-live, and adoption.
• Partner with engineering and product leadership to reduce engineering’s role in customer builds.
• Work with Product to train and enable customers and build self-serve documentation.
• Build a project management system across Product, CS, and Engineering to track builds and escalations.

Skills

Implementation ownership

Customer-facing delivery

B2B software experience

Project management

Cross-functional collaboration

Job description

Every year, companies spend over a trillion dollars moving freight across the U.S. but the system for matching trucks with jobs is still slow, manual, and fragmented. FleetWorks is fixing that.

Our customers are freight brokers, and every one of them runs a little differently. Getting a new customer from signed contract to a working, adopted product means learning how they operate, deciding what we're building for them, keeping the project moving across their team and ours, and managing expectations on both sides. Today that work is spread across customer success, engineering, and the founders. We’re looking for a Head of Solutions Engineering to own the technical customer journey through onboarding & implementation and custom builds that power our customers’ core business.

You’ll personally run our most important implementations and write the playbook from what you learn. You’ll be the person who scopes what we’re committing to, sets expectations with the customer, and balances them against what engineering can deliver.

What You'll do

• Own Customer Deployments at the intersection of of customers and engineering. This includes onboarding as well as new product features, rollouts, etc


• Own customer implementations end to end: from contract signature through onboarding, go-live, and steady-state adoption.


• Partner with engineering and product leadership on changes that reduce engineering’s role in customer builds


• Work with Product to train and enable customers, including building documentation that will help users self-serve.


• Build a project management system that can be used across Product, CS, and Engineering to keep up to date on current status of customer builds. Be the owner of escalations between engineering and CS.


• Scope the work and manage expectations. Turn what a customer wants into clear, realistic requirements engineering can build against. Scope how integrations work, with customers and with partners.


• Learn the product deeply. Get hands-on enough to configure workflows and agents yourself at the start, and know when a one-off should become a product feature.


• Own the rollout and the custom workflows that drive expansion with existing customers. This also includes enablement, training, and documentation that lets customers get more value without waiting on us.


• Manage and develop the deployment team, starting with our deployment strategist.

What We Look For

• Experience owning implementation, solutions, or another technical customer-facing delivery role at B2B software companies.


• Experience managing technical customer relationships at a level where you could coach others on it, and a track record that engineers will trust.


• Technical enough to learn a complex product deeply, configure workflows, read an integration, and ask engineers the right questions.


• Operator's instincts. You understand how a business runs, you care about your customer's margins, and you spot issues before they become a problem.


• Excellent written and verbal communication.


• High ownership and hands-on by default. You'd rather do the first version yourself than write a plan for someone else to execute.

What we offer

• Top tier cash and equity compensation—we aim to be above 75th %ile for companies who have raised a similar amount of cash


• Competitive medical, dental, and vision benefits


• Fully covered lunches and dinners


• The opportunity to learn quickly, grow fast, and be rewarded for your contributions