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Technical Advisor, (Post-Sales)


Customer Service & Support

IT & Telecoms GHS Confidential
2 months ago

Job Summary

You will help establish the newly formed Scaled Success team at Sourcegraph. As a Scaled Technical Advisor, you will form medium-touch relationships across a shared set of customers. While leveraging the work of our Digital Success team, you’ll also provide tailored experiences to customers, too. You’ll ensure the customers' developers love our platform, remain happy customers, and grow month after month. You'll also help our customers solve technical problems while driving key metrics like adoption, usage and consumption.

  • Minimum Qualification: Degree
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description/Requirements


Within one month, you will…

  • Start building a trusting relationship with your partners across Technical Advisory (post-sales), Customer Engineering (pre-sales), Implementation Engineering, Sales, and Support Engineering teams.
  • Learn about our product, our value proposition, our customers, our team, and our processes.
  • Join or review customer and prospect calls to understand their challenges and needs.
  • Help define the Scaled Success customer journey, considering the existing activities from the DIgital Success team and Enterprise customer journey

Within three months, you will…

  • Ensure your customers derive maximum value from their investment in Sourcegraph; develop account success plans based on insights and needs where necessary.
  • Execute current processes and playbooks that provide value to our customers and ensure long-term growth beyond just your assigned customers.
  • Provide recommendations based on the customer's infrastructure and use cases, and provide feedback to internal teams as your customer's voice.

Within six months, you will…

  • Drive your customers' success, including their onboarding experience, ongoing feature adoption, renewal, and expansion through a digitally nurtured program.
  • Conduct streamlined onboarding processes, product enablement and customer success plans on an ongoing basis.
  • Translate customer sentiment to internal teams by logging product gaps and providing supporting evidence that helps product teams prioritize our roadmap. Be the voice of the customer.
  • Help solve technical problems with and for our customers.
  • Flag potential opportunities for expansion and up-sell across your book of business to our Sales counterparts so they can pursue account growth and increased solution footprint.

About you

You are an enthusiastic, self-driven, and results-oriented post-sales specialist who shares our values and is passionate about nurturing healthy customers in Scaled Success teams.

Your skill set:

  • You have 1+ years of experience working in teams that provide customer post-sales coverage in a scaled success model. Having experience with automation tools and AI for customer management is a plus.
  • You are proactive. You can collaborate with multiple stakeholders to identify opportunities, address complex political situations, and support customers throughout.
  • You are exceptionally organized and have strong project management skills. You are a strong adopter of tools and standardized processes to document customer conversation goals and project customer health scores across your entire book of business. You can prioritize effectively and can set and deliver on expectations.
  • You are naturally curious and seek to learn about product features and their benefits. You provide recommendations based on stated customer needs and use cases. You engage customers on relevant betas, updates, and educational material, as applicable.
  • You are a team player who can proactively contribute to a positive environment that values people and work, openly share problems and successes, and work across teams to help refine processes and achieve goals. You can take responsibility for your actions and recognize mistakes as learning opportunities.
  • You are knowledgeable in the technical topics our customers deal with daily (migrations, code refactors, developer onboarding, etc.) and have the ability to partner with them on technical solutions both using and extending the Sourcegraph product. You use your technical skills to solve problems.
  • You actively listen, synthesize information, communicate effectively, and present with confidence and customer empathy to various stakeholders (end-user devs to C-level stakeholders) and internal teams.

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