Solutions Engineer Lead (APAC) at SendBird
Seoul, KR

At SendBird, we are building the most scalable and powerful chat API in the world. We have customers from over 30 countries around the world and serve a wide-range of use-cases across communities, marketplaces, on-demand services, games, and e-commerce. We are working with some of the best customers in every industry, and since graduating Y Combinator in 2016, we have become one of the fastest-growing startups in Silicon Valley.

 

SendBird is headquartered in San Mateo, California and has an APAC office in Seoul, South Korea. This position is for the Seoul office.

 

As the Regional Lead for Solutions Engineering team, create a vision of endless tenacity for customers. You will own and manage customer relationships to drive adoption, retention and growth. 

 

 

Roles and Responsibilities

 

  • Understand customer KPI and goals 
  • Proactively make strategic recommendations that deliver ROI throughout the customer’s journey 
  • Drive account growth and expansion by developing an understanding of SendBird’s products and features, and aligning them to customers needs
  • Lead and build best practices adopting SendBird products
  • Create and deliver consultative business reviews that offer insights which result in potential expansion opportunities
  • Monitor customer usage trends and proactively reach out with helpful recommendations
  • Meet with customers in-person to discover and understand their needs as well as provide guidance
  • Own the customer relationship and journey from onboarding to renewal
  • Work cross-functionally with Sales, Marketing and Engineering

Key Qualifications

 

  • Ideally 7+ years of experience in a client-facing role for SaaS products
  • 2+ years Leading or Managing a team
  • Solid programming experience with at least one programming language such as JavaScript, Swift, Objective C, Java, Kotlin, or C# 
  • You have working knowledge of at least one web or mobile platforms such as iOS, Android, React Native, React, or Angular.
  • You can debug and troubleshoot complex systems in web servers, database and mobile devices.
  • Experience building effective support process 
  • Exceptional communication and presentation skills to all levels of Leadership
  • Ability to create structure in ambiguous situations and design effective processes, manage your team accordingly 
  • Passion for technology and for contributing to a fast-growing SaaS company
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering)
  • Proactive people manager with innovative ideas to inspire loyalty and adoption with both customers and your team
  • Someone who understands the nature of working at a startup company
  • Strong interpersonal skills and experience building strong internal and external relationships
  • Diplomacy, tact, and poise under pressure when working with customers

Bonus Points

 

  • Experience working for a SaaS startup

 

ABOUT SENDBIRD

 

SendBird is the world's leading chat & messaging platform as a service. Our mission is to digitize human interactions for businesses. Our platform delivers billions of messages per month to help people connect through the products and apps they love.

 

We’re a Y Combinator alumnus (W16) and have raised over $120M from leading investors including ICONIQ Capital, Tiger Global Management, Shasta Ventures, August Capital, and FundersClub. We are headquartered in San Mateo, CA (40+ employees) with an Asia-Pacific office in Seoul (50+ employees).