Head of Customer Solutions Engineering, Americas

Opportunity

This is a technical sales leadership role, leading a team of Plume Customer Solution Engineers whom work hand-in-hand with the product, sales and customer to position, sell and implement Plume’s cloud based services across a wide scale network. This job requires close coordination with the sales team to find innovative ways to solve customer pain points and smoothly enable adoption of the Plume services platform for many customers around the world. As a player/coach this person will be responsible for developing and maintaining expertise on industry trends as well as customer businesses and processes as it relates to Plume’s platform and services.

Plume provides opportunities for technical sales engineers to be involved in the entire full technology stack, including modification of low level driver code, massive big data processing and analytics, and a beautiful end customer mobile app experience. Most of our transactions with customers focus on cloud based service deployments and a delightful end-customer experience through our mobile app.

Responsibilities: 

• Work closely with Communication Service Providers (CSPs), Enterprise customers, and internal team members ensuring good understanding of Plume solutions and capabilities (current and future). 
• Provide both strategic and day-to-day technical expertise and support team members, strategic accounts, and escalations.
• Act as subject matter expert and technical liaison between Plume technical teams and other vendors of Customers such as ODM’s, SOC vendors, and OSS/BSS API vendors to determine solution requirements
• Collaborate with sales teams to understand customer requirements and provide sales support
• Secure and renew orders and arrange deployment and delivery
• Drive diagnosis, troubleshooting and thorough testing of escalated high impact production issues that are not easily reproducible.
• Recommend improved process or services to customers, showing how changes will tie to business metrics such as ARPU, Churn, operational savings, etc
• Coordinate the definition of requirements for new features, design, development and deployment with internal Product Management and Engineering teams in pursuit of new revenue aligned with customer’s needs
• Research and stay up to date on the most recent industry standards and trends, emerging technology in network and server engineering, and have fundamental understanding of the principles of networking and cloud architectures
• Lead cross-functional customer experience review sessions with Product and Engineering to support development of innovative solutions. Communicate clear and actionable recommendations towards product improvement (including bug fixes and new features) during these sessions, and manage prioritization of these requests.
• Hire, develop, and lead an inclusive, engaged, and high performing Customer Solution Engineering team within an assigned region/market
• Assist Customer Solution Engineers in their career growth plans through enablement and development plan creation

Qualifications:

• Education Requirements: BS in Computer or Electrical Engineering or related technical field, or equivalent with 5+ years of relevant industry experience. 
• 7+ years of experience in a Sales Engineering role focused on SAAS products 
• 3+ years of experience leading teams with a track record of developing and maintaining communications in a cooperative and professional manner with all levels of staff and customers
• A demonstrated understanding of the key technology components that make up Cloud such as microservice, CI/CD, virtualization, and system architecture. 
• A good understanding of Networking (wireless and wired), workloads/applications, and API’s
• Proficient verbal and written technical communication in English. 
• Proficient usage of collaboration tools like Salesforce, Jira, & Confluence.
• Ability to travel >70% of the time

Location: North America Remote

Total Compensation package would include: anticipated compensation range of 170,000 - 190,000 base salary + variable + bonus + equity + benefits.  Benefits include: a 401k plan and a company match, basic life insurance plus unparalleled health, dental, vision and other benefits and perks. Please see here for more details.

An employee’s base salary and its position within the range may depend on a number of factors including job related knowledge, education, skills, experience and other business related considerations. Published ranges are provided in good faith at the time of posting.