About The RoleRelay Payments is seeking an Enterprise Solutions Engineer to take primary ownership and accountability for meeting and exceeding customer retention, satisfaction, and adoption targets within a multi-million dollar portfolio of Relay's largest strategic customers. The Enterprise Solutions Engineer will drive enterprise customer success through strategic relationship management, technical integrations, and end-to-end implementation. You'll have a proven ability to partner with Sales to manage complex implementation projects, deliver seamless API and flat file integrations, and accelerate customer adoption from discovery through post-go-live support. A customer advocate with a strong product mindset, you'll own and prioritize product roadmap enhancements and champion customer feedback to influence product development.
- Lead technical presentations, conduct implementation planning, manage project timelines, mitigate risks, and deliver quarterly business reviews that align customer goals with business outcomes
- Work alongside Sales to conduct integration discovery, follow up meetings, implementation and rollout plans, and more
- Project manage the end-to-end implementation process for Enterprise clients requiring excellent stakeholder management, proactive communication, organized project plans, weekly reporting updates, and more
- Prepare and deliver technical presentations explaining products or services to existing and prospective customers
- Implement and project manage integration implementations for customers from initial customer request through testing and post-implementation follow-up
- Attend weekly internal pipeline review meetings to provide integration case status updates
- Exceed quality and service standards, including customer contractual deliverables related to the implementation process; define metrics for measuring customer satisfaction
- Detect potential roadblocks and implement solutions when issues threaten to delay the timeline or impact budget or business operations
- Establish regular customer calls throughout adoption phase to transition customers into full utilization of the solution
- Provide support and serve as the main point of contact to customers post go-live
- Conduct quarterly business reviews and formal presentations with your customers
- Drive customer discovery and execution of the product roadmap and set feature priorities through data-driven and customer-centric considerations that support our strategic business goals
- Consistently develop and document detailed product requirements, user stories, acceptance criteria, and success measures
- Develop trusted strategic relationships with key internal stakeholders to provide appropriate levels of support to these key partnerships to maintain existing revenue and unlock new opportunities for the business
- Execute a win-win strategy for your portfolio that drives value to all parties and positions Relay as a top strategic partner
About You- 7+ years of experience building customer relationships and books of business in a complex environment with enterprise level customers
- Customer Success or Account Management experience with a strong track record of meeting KPIs
- Experience with financial money movement, high level understanding of account payables and receivables functions
- Passion for delivering value-realization outcomes to customers
- Excellent communication, presentation, and collaboration skills; ability to work with a variety of stakeholders including C level executives
- Excellent organization skills; experience maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues
- High ability to multi-task and think quickly to help solve issues
- Enjoys being challenged and is focused on continuous professional development and career progression
- Experience working with product managers helping drive product development
- You have owned the implementation process from problem discovery to rollout
- You are the champion of the customer, while remaining laser focused on delivering business impact
- You have an end-to-end mindset: you use structured, diligent thinking to understand all key components necessary to drive a product's ongoing success
- You are an adaptive problem solver, willing to Own the Work and fill in gaps across roles and responsibilities as needed to make your customers successful
- Experience helping sales close deals that require technical integrations
- Effective communication in stakeholder meetings and ability to translate complex technical language into actionable insights
- Highly organized with the ability to manage time, multitask, and work collaboratively in a fast-paced, deadline driven environment
- General understanding about API's
- Thrives in a high performance culture
- Proficient in Google's suite of products
