Customer Success Engineer (US-Remote)

Company: Transcend
Location: Greensboro
Posted on: August 4, 2022

Job Description:

Transcend believes everyone should be in control of their personal information. We're pioneering Data Privacy Infrastructure-a powerful technology that lets individuals reclaim control of their data and ensures companies can easily comply with global data privacy laws.
Our platform enables companies like Robinhood, Patreon, and Indiegogo to provide customers with control over their information. We allow these customers to request, identify, and delete their personal information from a growing suite of integrated companies: from Salesforce to Slack, Facebook, Zendesk, Intercom, and beyond.
This position is for US only.
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One of our core principles here at Transcend is: "Customer delight above all else". We do this by building thoughtful relationships with our customers, and we push ourselves to absorb as much customer feedback as we possibly can.
We are looking for a passionate engineer that loves working with customers and has a keen eye for detail. You will be advising some of the top brands in Silicon Valley on automating their data privacy efforts and building a better experience for users to control their personal information. This is a difficult task for even the most technical businesses, as modern web development has made it incredibly easy to share and copy data into many different databases and SaaS tools. Transcend integrates with each of those systems directly and allows customers to precision strike data with little to no code required on their end.
Day-to-day, you will be running implementation and check-in meetings with the engineering, product and legal teams of our customers. You need to understand the customer's data stack and map that into our product, especially during the initial implementation. You will need to be able to help the customer understand and action decisions around security, scalability, automation, alongside their available engineering resourcing.
We are a highly collaborative team, so you will have the support of the Co-Founders, Engineering, Product, CX, Sales, and Marketing, and you will report directly to the CTO as the very first member of our Customer Success team.What You'll Do

• Drive product implementation for all of Transcend's enterprise customers.
• Ensure, at scale, successful and seamless customer integration into Transcend's APIs .
• Lead customer implementation calls and serve as the owner for building out scalable customer support. You will be responsible for managing customer interactions, taking notes and summarizing action items, simplifying the onboarding experience for our customers, and establishing new processes for scale.
• Work closely with our product and go-to-market team to ensure customer feedback is heard loud and clear throughout the company.
• Own the end-to-end creation of documentation, guides and playbooks that will simplify the onboarding process.
• Monitor customer accounts on Looker and Datadog to oversee trends and proactively provide top-notch support to our customers.
• Oversee customer ticket management through Zendesk and our Task Management System. You will be responsible for communicating promises and expectations around customer tickets.Who You Are
  • Minimum 3 year industry experience working in a Customer Success or customer facing Engineering role.
  • You are well organized. This is probably the most important quality for this role. Taking notes and communicating and managing customer requests with the team is a big part of this role.
  • You can discuss web development architecture design tradeoffs. Implementations for our customers can vary depending on the way their stack is currently set up. You should have a technical baseline of standard web development practices and terminology.
  • You can dive into the weeds and get technical. You will be expected to help customers debug integrating their various internal systems and SaaS tools. This normally involves digging into Datadog logs, providing sample code or SQL snippets as well as writing basic internal scripts that interact with the Transcend APIs.
  • You are effective at async and online methods of communication. Our team is mostly distributed (some co-locate in SF), so the ability to clearly and thoughtfully communicate despite the space and time barriers is very important.
  • You believe passionately that data rights are human rights, and you envision a world where users everywhere are in control of their personal data.Bonus Points
    • Bachelor's degree in computer science or related field.
    • Familiarity with cloud services like AWS or GCPWe believe that turning the principles of data privacy into exercisable human rights is one of the most high-impact ways we can spend our time, and so we're building an ambitious team that's passionate about solving important problems and having fun while doing it.
      As the best-in-class solution in a new market, Transcend is a fast-paced and exciting workplace. The product evolves quickly to meet new client needs and adapts to the rapidly advancing world of privacy law. As one of Transcend's earliest hires, you'll get to work on a wide array of exciting projects.
      Transcend is an equal opportunity employer that values diversity, inclusion and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We will consider for employment all qualified applicants with arrest and conviction records in a manner consistent with applicable law.Apply for this job

Keywords: Transcend, Greensboro , Customer Success Engineer (US-Remote), Engineering , Greensboro, North Carolina