Head of Solutions Engineering at SendBird
San Mateo, CA, US

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 San Mateo office.

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

Roles and Responsibilities

Leads, recruits, develops and retains a strong team. Ensures a productive work environment where employees can do their best work. Provide employees long term career progression within SendBird.

Collaborates with customer success teams in SendBird to ensure that critical customer issues are driven to closure in a structured and timely manner and that customer management is well coordinated with relevant sales and partner teams.

Builds proven relationships with key partners (Engineering, Business units, functional teams, executives) in SendBird and the customer for the successful support of the customer and their customers.

Accountable for leading all programs for the customers. Acts as the key critical issue executive for the customer and account team for all service and support related issues.

Builds the culture, processes, and tools to drive remarkable customer experience. Creates a culture of innovation and accountability for customer outcomes.

Builds and monitors Key Performance Indicators that reflect successful execution of “go to market” plans, strategic initiatives, and day to day operations.

The candidate is expected to be independent, self-motivated, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.

Key Qualifications

7+ years of field engineering experience desired

Must have excellent communication, leadership, management development, risk management, team-building, and interpersonal skills

Must possess an understanding of technologies in technology-driven business

Travel is required occasionally

Bonus Points

Experience working for a SaaS startup

BOOST BENEFITS

Pick your new laptop!

4 weeks paid time off!

100% paid Benefits

12 US paid Holidays

Fun working environment 

Flexible work schedule

Opportunity to work for the hottest startups on the planet!

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).