Customer Engineer Remote (Pacific Time Zones) or SF

Company: Hex
Location: San Francisco
Posted on: February 1, 2025

Job Description:

Status: OpenLocation: Remote (Pacific Time Zones) or SFAbout the roleHex's customer base is growing and changing quickly. To keep pace with this evolution, we are growing our Customer Engineering team!As a Customer Engineer, you will use your technical and project management expertise to effectively onboard key Enterprise & Mid-Market accounts as they begin their journey with Hex while setting 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, have a big impact on a small team and generate ideas for how the function will evolve.What you will do

• Generate & implement consistent onboarding & activation frameworks for Enterprise & Mid-Market customers
• Partner closely with customers to teach Hex best practices and advise on Hex content generation
• Influence the customer engagement model that dictates when & how our broader team is involved at key accounts
• Monitor & improve milestone tracking to measure onboarding, activation & customer health
• Become a Hex product expert capable of guiding customers through initial product setup, asset development, and technical questions
• Identify patterns from your book of business that can be reused, automated, or incorporated into the product experienceWho 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
    • You mirror our core persona's technical capabilities. You are fluent in SQL, Python, and have exposure to data science tooling.
    • You are an effective communicator & advisor. You work well with key stakeholders (internal & external) to gather/deliver feedback, share timelines, and drive 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.
    • Must be located in SF or Remote (Pacific Time Zones Only)In addition to our unique culture, Hex proudly offers a competitive total rewards package, including but not limited to, market-benched salary & equity, comprehensive health benefits, and flexible paid time off.The OTE range (base + variable component) for this role is: $180,000 - $210,000.The salary range shown may be a reflection of additional factors such as geographical location and skill ranges/levels we're open to. Placement in the salary range will be decided upon completion of the interview process, taking into account factors like leaving room for growth, internal fairness & parity, your demonstrated skills, and the depth of your experience. Our Recruiting team will be able to provide more details during the interview process.
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Keywords: Hex, Rancho Cordova , Customer Engineer Remote (Pacific Time Zones) or SF, Engineering , San Francisco, California