Manager, Customer Engineering

United States Digital Space LLC; United States; Hybrid; USD 129,000 - 172,000; Full time

Job summary

United States Digital Space LLC is seeking a Manager, Customer Engineering to enable the team, coach members, and partner with Sales and Engineering to drive customer success across the ANZ region.

You will recruit, conduct 1:1s, manage workloads, and escalate issues while maintaining strong relationships with key customers and account executives to achieve PoC wins and sales targets.

Qualifications

• Demonstrated experience in leading a technical pre-sales team.
• Coaching and people-management skills.
• Experience solving escalations and team issues.
• Ability to drive PoC wins and meet sales quotas.
• Minimum 5 years as a Manager in a pre-sales context, with ANZ market awareness.

Responsibilities

• Workload management and 1:1s with team members.
• Act as escalation point for team issues.
• Recruit, interview, and onboard new team members.
• Report on individual CE strengths and weaknesses.
• Maintain relationships with key customers in the territory.

Skills

Leadership

Coaching

Escalations

PoC close win rate

Sales quota

Pre-sales management

Job description

About Us

At the company, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. the company protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by the company all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. the company was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.

At the company, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.

Available Location: Sydney

AustraliaWhat you’ll do as a Manager, Customer Engineering

You are the team enabler, point of reference and coach. You will work closely with our prospects and customers by shadowing and improving your team’s technical expertise. You will take care of new team members and you will ensure work loads are equally distributed within the team. You are personable and can provide constructive feedback when necessary. You will help elevate and identify issues quickly and efficiently and you will work with the other team leads and the regional lead to ensure proper regional coordination. The Customer Engineering Manager has a player/coach mindset and the ability/willingness to step into the field when needed, and lead by example. In addition, you will be expected to partner closely with peer sales leaders and drive to revenue targets.

To aid your team, you will work closely with every team at the company, from Sales and Product, through to Engineering and Customer Support. Your goal of customer success should drive you through the entire organization as you seek out and advise your team on how to create scalable solutions for your customer’s needs.

Examples of desirable skills, knowledge, experience and goals

Our Customer Engineers come from a wide range of backgrounds: solutions consulting, engineering, software development, product management, customer support & project delivery. We're serious about building a diverse team. When hiring we look for diversity of experience combined with genuine curiosity for our technology.

Ultimately, you are passionate about technology, have the ability to explain complex technical concepts in easy-to-understand terms, and you like coaching and teaching. You are naturally curious, and an avid builder who is not afraid to get your hands dirty. On the Customer Engineering team, you will find a collaborative environment where everyone brings different strengths and jumps in to help each other and you will be an integral part of driving that culture.

Requirements

The Manager, Customer Engineering role requires you to have the ability to effectively manage and grow your team, as well as possess the technical prowess expected of a Customer Engineer. Your capabilities may include a mix of the following:

• Demonstrable experience in leading the team with technical expertise and drive the team to adapt and to evolve with new technologies

• Demonstrable experience in coaching, leadership skills and team management

• Demonstrable experience in understanding and solving escalations, team issues or other management related scenarios

• Demonstrable experience in leading the team to achieve and deliver results such as PoC close win rate target and sales quota achievement target

• Minimum 5 years experience, as a Manager, in a pre-sales team and a good appreciation of the ANZ market

Inter-Team Goals

• Cultivate cross CE team/office coordination, keep us all connected as one team

• Facilitate knowledge transfer between CE teams:

• Ensure the team learns from the great ideas of single team members

• Ensure mistakes are not repeated within the team

• Develop strong relationships outside of CE organization to aid in escalation of issues (product/support/engineering/special projects/marketing/legal/etc)

• Maintain strong communications with Account Executives and Customer Success leads

Intra-Team Goals

• Keep the pulse of the team: who is happy, productive, performing. Know each member’s strengths and how they would each like to develop

• Exemplify and cultivate positive culture traits

• Provide support and confidence to team members

• Cultivate a very open communication environment. Criticism is welcome and appreciated

• Maintain culture of independence amongst team members while offering advice to team members on how to improve

Responsibilities

• Workload Management

• Conduct 1:1’s with team members

• Act as point of escalation for team issues, elevate issues that can’t be solved in the team

• Recruit, interview, and onboarding new team members

• Report on individual CE strengths and weaknesses

• Maintaining and managing relationships with key customers in the territory

What Makes the company Special?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo

Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by the company’s enterprise customers--at no cost.

Athenian Project

In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.

1.1.1.1

We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service the company has ever released. Here’s the deal - w