- Own the customer as the single point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers post-sale journey
- Be the main technical point of contact guiding the customer to leverage Pipe17 based on best practices and technical knowledge
- Be consultative and build in-depth customer relationships and a complete understanding of their business goals and objectives
- Lead multiple projects during the implementation phase and be viewed as an expert in solution design, development and troubleshooting. You may do planning, estimation, requirements gathering/analysis for larger customers
- Translate business requirements into product use cases or technical requirements
- Configure Pipe17 products based on customer requirements. Serve as a point of internal escalation on technical issues within the Support org
- Perform troubleshooting and development assistance to Pipe17 customers and resolve problems when possible, engaging engineering as needed
- Coach and educate customers to improve adoption of Pipe17
- Collaborate with internal stakeholders (Engineering, Product, Sales) to complete customer goals, be the Voice of the Customer to provide visibility and/or escalations, and maintain strong referenceability across your book of customers
- Create and improve documentation to help customers and partners help themselves
- Document onboarding steps for future reference and to transition to other teams as needed
Skills and Experience
Skills
E-commerce Knowledge
- Familiarity with vendors, tech stack, typical use cases, merchant activities, sales channels, fulfillment channels, and information flow between them (orders, shipping requests, fulfillment notices, etc.).
ERP Proficiency
- Expertise in configuration, customization, and integrations.
API Utilization
- Ability to work with APIs for data integration.
- Knowledge of JSON and basic programming in JavaScript (ability to read and understand code).
JavaScript Knowledge
- Basic to intermediate skills for customization.
AI Tools Experience (BONUS)
- Familiarity with AI tools is desirable.
System Logs Interpretation
- Ability to read and interpret system logs for issue diagnosis.
Problem-Solving Skills
- Strong problem-solving abilities.
Communication Skills
- Excellent verbal and written communication.
Project Management
- Ability to manage multiple projects and tasks simultaneously in a fast-paced environment.
