About The Position
Whippy is hiring an Enterprise Solutions Engineer to own post-sale technical delivery and customer growth across a focused portfolio of its largest and most complex accounts. This is not a pre-sale demo role. After a customer signs, the engineer understands the customer’s goals, scopes requirements, and builds and verifies workflows, AI voice and text agents, automations, integrations, and data syncs—primarily with staffing firms and their applicant tracking systems (ATS). The role covers the customer lifecycle from onboarding and implementation through go-live, renewal, and expansion, serving as the customer’s primary contact and trusted technical advisor. The engineer manages relationships with executives, recruiters, and operations teams; connects product usage to measurable business outcomes; and owns gross and net revenue retention for their book. They identify expansion opportunities, help customers prioritize work that will deliver value, communicate risks and progress proactively, and share customer insights with product, sales, and engineering. The role also involves documenting successful approaches as case studies, references, and testimonials, and experimenting with improvements to the customer success program. Whippy is a bootstrapped, profitable communication, automation, and AI agent platform used by more than 1,000 businesses. The company describes its customer success team as a revenue engine and emphasizes building solutions directly in the product without engineering, verifying work carefully, and taking ownership of customer outcomes. This role joins a six-person customer success team and reports to the Head of Customer Success. It is remote for candidates based in Latin America or the United States, with work scheduled on Eastern hours beginning at 8 a.m. ET. Compensation is competitive based on experience and includes monthly performance bonuses.
Requirements
- At least 5 years of experience in solutions engineering, sales engineering, technical consulting, or another technical customer-facing role.
- Experience leading complex technical rollouts for large customers.
- Excellent written and spoken English and communication skills; communicate clearly, set expectations, and proactively keep customers and teammates informed.
- Comfort with technical tools and building useful solutions; coding is not required.
- Strategic and commercial judgment, including comfort owning retention and discussing upgrades.
- Ability to work proactively, learn quickly, ask for needed information, prepare for calls, and manage a book of business independently.
- Curiosity, coachability, low ego, and willingness to seek and use feedback.
- Ability to stay organized and calm under pressure.
- Based in Latin America or the United States and able to work Eastern hours beginning at 8 a.m. ET.
Nice To Haves
- Experience in the staffing industry.
- Experience with TempWorks, Avionte, Aqore/Zenople, Crelate, or Bullhorn.
- An unconventional career path may be considered if the candidate can explain how it prepares them to succeed in the role.
Responsibilities
- Design and build customer solutions in Whippy, including workflows, AI voice and text agents, automations, and data syncs to customers’ ATS platforms.
- Scope technical requirements with customers, translate them into working solutions, and test and verify each component before launch.
- Own the customer relationship after go-live, supporting onboarding, implementation, renewal, and expansion as the primary contact and trusted technical advisor.
- Manage multi-stakeholder relationships with executives, recruiters, and operations teams at large customers, supported by account plans.
- Proactively contact customers, clarify needs, and address potential problems before they become escalations.
- Own gross and net revenue retention for the assigned book of business and work toward retention targets.
- Connect product usage to business outcomes and report value using metrics relevant to customers.
- Identify expansion opportunities and provide warm leads to sales when customer usage exceeds the contracted scope.
- Turn customer wins into case studies, references, and testimonials that support sales.
- Advise customers on which work is likely to advance their business and which requests should not be pursued.
- Advocate for customers by sharing their feedback with product, sales, and engineering teams.
- Experiment with process and solution improvements and document findings.
Benefits
- Competitive compensation based on experience.
- Monthly performance bonuses.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
