Support Engagement Lead, Braze

• People say you’re a great communicator and top-tier problem solver!
• You have exemplary written and verbal communication skills with unparalleled technical skills
• You leave people with the impression that you are really listening to them, understand their problem, and you’re there to help
• You look for every opportunity to make things better and you’re all about the team
• You get a thrill from helping customers and you know that even though the job isn’t easy, you’re making a difference each and every day
• You’re naturally curious and you see every problem as an opportunity to learn more or help others (teammates or customers) learn more too
• Bachelor’s Degree from a 4-year college or university (or similar experience-based proficiency level)
• 3-6 years of client-facing experience working in SaaS company with 2-3 years working in Technical Support and at least 1-2 years account management experience
• You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems
• You absolutely thrive in a highly collaborative role. You’re a true team player, knowing how to work and contribute in cross-team initiatives and focuses
• Strong analytical skills regarding technical issues
• Experience handling time-sensitive, pressure-intensive customer issues
• Strong organizational skills with an ability to manage competing client demands
• Working knowledge of Case Management tools like Salesforce, Zendesk or similar ticketing system
• Technical knowledge on how to leverage APIs and write basic-level SQL queries, bonus points for experience working in Postman and Snowflake/Snowsight

Desirable

• The Support Engagement Lead is a member of the Recurring Services team and is tasked with delivering a premium support service experience to customers
• The Support Engagement Lead is a personalized and customized support experience for a designated group of named customers
• The Support Engagement Lead serves as the “main point of technical support interaction” for a customer and will act as the “technical advocate” for the customer during the entire contract period
• The Support Engagement Lead works very closely with our Success team for the named group of accounts; helping to manage the technical relationship, while the CSM focuses on the strategic relationship and product adoption
• Own and assume ultimate responsibility over your named customer’s technical needs and inquiries around platform integration, performance, and troubleshooting as well as partner implementation
• Be your customers’ main point of contact and trusted advisor at Braze for all things Technical
• Partner with Customer Success and Recurring Services teams, taking a lead role on technical escalations and inquiries to ensure excellent customer experience and internal alignment
• Work with Customer Success and Recurring Services teams, deliver product value by reducing risk and removing technical barriers resulting in feature adoption and a high degree of execution within the Braze platform
• Drive customer advocacy by championing for the customer’s technical needs and product enhancement requests
• Work closely and get ingrained with Braze recognized partners in the customer tech stack
• Proactively analyze your customer’s existing support cases to identify trends and risks with their Braze product experience
• Work with customers to create a seamless experience by helping them to develop Centers of Excellence which allow them to benefit from knowledge sharing across their group
• Maintain ongoing regular contact with your customers via support cases, regular check-ins, kick-offs, events and Technical Business Reviews
• Work with Onboarding Managers, Technical Account Management, and Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity