Customer Solutions Engineer

As a Customer Solutions Engineer, you will be a strategic advisor for our product offering to customers, ensuring their success and maximizing their value from Windfall's solutions. You will take ownership of a book of business and guide them through the entire lifecycle from onboarding to expansion. Your role will also be instrumental in driving Windfall's growth by implementing scalable processes and helping customers realize value.

We’re on a mission to change how organizations perceive and use people data. And we hold to our core values of: (1) Be an excellent communicator; (2) Operate with transparency; (3) Provide leverage, not optimization; (4) Win When Our Customers Win; and (5) Act with integrity and trust.

Responsibilities:

• Own the end-to-end customer experience, with a focus on onboarding, implementation, and adoption, as well as best practices and growth
• Partner closely with customers to configure and integrate Windfall, troubleshooting technical and data issues with creativity and ownership
• Lead customers through their adoption journey as they move past first value, teaching them how to broaden their usage across enhanced analytics and broader marketing initiatives
• Proactively monitor account health, running interventions or saves when customers get stalled or are at risk of churn
• Identify new opportunities within the customer base to add to their product package or expand their usage
• Proactively manage relationships within customer teams, including multi-threading across departments and levels, and adapting to changes like new team hires and departures
• Act as the subject-matter expert on Windfall's product, helping customers implement best practices for data integration, segmentation, and ongoing monitoring of results so they get full value from the platform
• Actively manage Annual Recurring Revenue (ARR) through active retention and identification of upsell opportunities
• Develop and implement efficient processes to enhance customer engagement and satisfaction
• Contribute to strategic projects and the Customer Solutions roadmap to drive continuous improvement
• Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation
• Lead efforts to validate and enhance the effectiveness of Windfall's offerings

Requirements:

• Bachelor’s degree
• 3+ years in customer-facing roles in B2B SaaS, data, or consulting, with retention or expansion accountability
• Working fluency with CRM data, matching, segmentation, and reporting; able to translate customer goals into configuration requirements. SQL is a plus, not a requirement.
• Established track record of building relationships and presenting to Directors, VPs, and C-level executives
• Passion for learning
• Experience with CRMs with a preference towards Salesforce and HubSpot

Preferred Requirements:

• Prior startup experience, particularly in B2B SaaS or data companies
• Comfort teaching customers in-product; strong deck skills are useful but decks are not the default customer experience
• Intermediate Excel skills
• Familiarity with digital marketing and performance measurement

What You Bring to Windfall:

• Thrives in the challenges of startups, motivated by the opportunity for rapid learning and growth rather than a traditional 9-to-5 routine
• Proactive problem-solver with a focus on delivering value to customers
• Exemplary organizational skills and meticulous attention to detail, coupled with a commitment to task completion and thoroughness
• Outstanding verbal and written communication skills, capable of simplifying complex issues and adjusting communication styles for diverse audiences
• Highly analytical and adept at problem-solving
• Team-oriented attitude, even in remote work settings. Contribute, share expertise, take accountability, and foster empathy in relationships
• Commercial instinct: knows the difference between a service request and an expansion conversation
• Organized enough to carry a large book of business without letting follow-ups slip; directs work across teams rather than hoarding it