Customer Engineer

About Just Appraised

We build software that uses natural language processing (NLP) and AI to help local governments work faster, more accurately, and more efficiently. Over 120 local government entities in 25 states rely on us to help drive revenues and provide important services that power society.

Thrive, wherever you call home. Join our fully remote team and unlock a world of possibilities beyond just a paycheck:

• Globally connected, locally supported: Thrive in a vibrant online community that celebrates your unique talents, wherever you are.
• Supportive parental leave: Welcoming a new member to your crew? We've got your back with time and support to adjust.
• Home office, fully equipped: Craft your ideal workspace with our generous home office and equipment stipend.
• Plus: Flexible work arrangements, continuous learning opportunities, and much more!

This isn't just a job; it's a launchpad for personal and professional growth.

About the role

This is a full-time, fully remote role to join a rapidly growing government technology company. The Customer Engineer is responsible for ensuring a successful installation and early adoption of Just Appraised. We are looking for a teammate that can partner with customers in the Sales process to gather requirements, architect an ideal solution based on these needs, scope Statements of Work, and oversee the implementation process as the content and product-solutions owner for each customer installation.

What you'll do

• Act as the product-solution owner for each customer’s installation and adoption across Sales, Implementation, and Customer Success to maintain fidelity to original product-solution vision; manage new customer requests and scope creep in the implementation phase
• Engage with customers during the Sales process to understand and identify specific customer’s operational needs and use cases
• Architect compelling, tailored solutions using Just Appraised product suite to optimize, streamline, and unburden customer’s workflow
• Scope expected product functionality delivered within Statements of Work based on detailed software and configuration specifications for each customer’s installation; translate ambiguous customer requests into tightly scoped requirements
• Set expectations of time, effort, and cost implications of custom features or additional functionality that may be available beyond standard implementations
• Maintain expert-level knowledge in key product functionality and capabilities, and leverage insights from implementations to lead product enhancements
• Closely collaborate with Sales, Implementation Engineering, and Customer Success teams to coordinate successful and timely launch and adoption, including participating in daily stand-ups, kickoff meetings, training, and UAT
• Requires travel 10-15 business days / quarter

Qualifications

• Attention to detail, strong organizational and communication skills (both verbal and written) and an ability to think clearly on one’s feet
• Ability to build relationships and develop trust with stakeholders quickly
• Ability to listen and understand customer needs
• Ability to multi-task and deal with shifting priorities
• Ability to translate between technical and non-technical audiences with ease and comfort, be able to speak persuasively in both contexts and break down complex needs to the intended audience
• Ability to build empathy with customers and maintain user-centered mindset, to understand their needs, use cases, and goals, and relay this information to the broader Just Appraised team
• Strong critical thinking and problem solving to know in which contexts to apply our solutions to meet customer needs and when additional Product development is needed
• Ability to understand, prioritize, and estimate level of effort and implications of different parts of a project, and recognize when to flag risks to timeline or success criteria
• Ability to work cross-functionally
• Demonstrated ability to continuously learn, work independently, and make decisions with minimal supervision

Nice-to-Haves

• Knowledge and understanding of JSON
• Strong understanding of systems and data integration
• Experience with ETL pipelines using RESTFul APIs and file-based data exchanges
• Experience with databases and large ERP systems

Our culture

• EQ > IQ: We value great minds and the ability to communicate with empathy
• Customer Comes First: We work closely with our clients to understand their needs and how they use our products
• Start-to-Finish Ownership: We take responsibility for anything we can influence
• Actively Practice Inclusion: Creating a diverse and inclusive team is as important to us as building a good product
• Fast-Paced Environment: The “growth mindset” is key to our success. If it won’t break anything, go for it!

Originally posted on Himalayas