Enterprise Implementation Engineer, Freshpaint

• Previous experience and expertise developing, implementing, or managing digital solutions
• At least 3-4 years of experience in a Customer Success Engineering, Solutions Consulting, Solutions Architecture, or a similar client-facing role
• Clear understanding of web technologies, analytics, and front-end development
• Experience implementing, onboarding, supporting, and troubleshooting platform configurations
• Working proficiency with tag management platforms like Google Tag Manager
• Working proficiency with HTML, CSS, and JavaScript
• Technical Proficiency & Stakeholder Alignment
• Proficient in aligning technical concepts and features with required capabilities, effectively presenting to diverse stakeholders and engaging with senior executives on technical and business topics
• Analytical & Operational Excellence
• Strong operational discipline with an analytical, process-oriented mindset, employing data-based decision-making and resourceful problem-solving skills to provide optimal solutions
• Effective Communication & Collaboration
• Exceptional oral and written communication skills, with the ability to work cross-functionally
• Facilitate kickoff calls and implementation scoping discussions as necessary with multiple stakeholders, including our customer’s agency partner(s)
• Team Collaboration
• Demonstrated ability to excel in a collaborative, geographically distributed team environment while also working independently with minimal supervision, managing multiple tasks and requests with outstanding organizational and project management skills
• Passion for Customer Success
• Deep commitment to customer success and service mentality, with diplomacy, tact, and poise under pressure when addressing customer issues
• Ability to drive adoption and sell new product offerings and services

Desirable

• Our success is defined by the success of our customers
• We're looking for an Implementation Engineer to help our customers take a privacy-first approach to healthcare marketing while improving performance, measurement, and growth
• The Customer Success team at Freshpaint helps our customers reach their goals while keeping privacy, data quality, and marketing performance front and center
• We help customers move beyond compliance-only implementations to restore visibility, improve campaign measurement, optimize marketing performance, and identify opportunities across the customer journey
• We focus on delivery excellence, industry expertise, efficiency, and customer outcomes, so customers keep getting value and keep growing
• Implementation Engineers own one of the very first touchpoints of the customer lifecycle: getting Freshpaint live on customers' websites and applications
• You'll turn customer requirements into a clear implementation plan, guide customers through technical setup and validation, and build trust through clear communication and disciplined execution
• The goal is to get every customer live, deeply adopted, and running on a reliable, privacy-conscious configuration that supports both compliance and marketing performance optimization
• Drive customer value through implementation and adoption
• Manage a portfolio of 20–30 clients representing $2–4MM in ARR, owning the technical execution of their implementations and driving onboarding, adoption, and growth. Efficiently implement the Freshpaint solution in partnership with our customers, owning time to first value from the beginning to the end of onboarding
• Ensure all product features available to the customer are onboarded, and work with Account Management to accelerate adoption of those features
• Maintain high NPS scores for both implementation and account satisfaction
• Help customers navigate the data privacy landscape and Freshpaint’s relevant offerings
• Achieve operational excellence
• Ensure all communication and activities with assigned customers are consistently documented in our systems of record
• Validate implementation behavior against agreed requirements and expected data flows
• Maintain accurate documentation, uses metrics or evidence to assess progress, and reliably closes loops with customers and internal partners
• Become knowledgeable about healthcare data privacy
• Have complete context on our product and become an expert in the larger healthcare data privacy space
• Educate our customers on the value and associated positive business outcomes of the healthcare data privacy platform
• Communicate technical concepts clearly. Convey sound data principles to a wide variety of audiences: marketers, product managers, data scientists, engineers, and VP/C-level executives
• Form close relationships with our customers
• Serve as the trusted technical advisor for key customer champions and executives including C-levels
• Cultivate relationships with key customer roles from functional owners to senior management
• Advocate for the best customer experience
• Serve as the customer’s advocate to other Freshpaint resources in Product, Support, Engineering, Marketing, & Partnerships
• Serve as the voice of the customer internally at Freshpaint by providing customer feedback to product, creating customer case studies with marketing, facilitating referrals for technical or services partnerships, or coordinating customer referrals for sales
• Expand existing customers
• Proactively identify where and how Freshpaint capabilities can deliver incremental business value
• Work with Account Management to drive expansion opportunities with clear objectives, technical requirements, and action plans
• Constantly iterate on our process
• Be part of a growing team at Freshpaint and help inform our approach to our customer lifecycle processes
• Work cross functionally and manage special projects internally to help Freshpaint scale as fast as possible
• Contribute to our team growth by creating new content, playbooks, and processes for peers to use as winning strategies
• Occasional Travel
• Drive customer attendance to Freshpaint in person events and attend industry events to engage customer stakeholders
• Visit customers onsite where possible for partnership reviews and relationship building