СШАEnterprise Implementation Specialist, Americas
2 нед. назад
США
account setupmigrationtrainingtechnical support
Responsible for technical support and implementation for enterprise customer accounts, ensuring successful onboarding and ongoing assistance.
О компании
- is an all-in-one marketing intelligence platform used by marketers, businesses and agencies around the world. Our tools help people understand search demand, analyse competitors, improve website performance and research content opportunities, backed by 15 years of web crawling data and increasingly powered by AI.
- We’re bootstrapped and profitable, and we have been for 15 years. There are no investors and no board, which means no outside timeline on our decisions. We’re multinational, with offices in Palo Alto, Cambridge (MA), Singapore and Tokyo, and our culture is fast-moving, low-ego, and built on smart decisions and ownership.
Обязанности
- We’re looking for an Enterprise Implementation Specialist to own the technical support and implementation after an enterprise customer signs.
- That’s the whole job, and it’s a big one. You’ll take a brand-new Enterprise account from contract to fully live: setting up the account, migrating their keyword sets across from whatever they were using before, and running the onboarding training. When something breaks or someone gets stuck, you’re who they reach. When renewal comes around, the reason they say yes is largely the work you did in the first ninety days.
- You’ll work directly alongside our Account Managers. They own the account strategy and the commercial relationship: where the customer is heading and what they need. You own making it real. It’s a genuine partnership, and it only works if both halves are strong.
- This role is based out of one of our offices, Palo Alto (CA) or Cambridge (MA). You can be based in whichever you have the legal right to work in, but this is an on-site role. You’ll serve customers across the Americas.
- Run hands-on account setup for new enterprise customers, configuring projects, workspaces, permissions and integrations to match how each customer actually works.
- Own keyword migrations end to end: audit what they have, map it across, move it, validate it, and make sure nothing quietly went missing.
- Deliver onboarding training to customer teams, from the SEO practitioners to marketing managers.
- Be the technical escalation point for your accounts: triage support requests, dig into the actual problem, resolve what you can, and drive what you can’t to the right people internally.
- Turn what you learn into reusable assets (migration playbooks, training materials, documentation) so the tenth implementation is faster than the first.
- Feed real customer friction back to Product.
- In 6 months: you’ll be running enterprise implementations independently, start to finish. Account Managers will be routing technical questions to you by default rather than escalating them upward.
- In 1 year: you’ll be the person who knows more about how enterprise customers deploy at scale than anyone else in the company. You’ll have a clear process and a view of where implementation should be automated rather than repeated.
- does not engage with agencies or third-party recruitment providers for the roles we hire for. If we need help, we’ll let you know.
- Location: Palo Alto (CA) or Cambridge (MA). On-site.
- does not engage with agencies or third party recruitment solutions for the roles we hire for. If at any point we need help, we'll let you know!
Требования
- 3-5 years in customer support, implementation, onboarding, technical account management, or a comparable hands-on post-sale role at a SaaS company.
- Direct experience taking enterprise customers live. You’ve owned a go-live, not just supported one.
- Genuine comfort with data migration work: mapping, transforming, validating, and explaining to a customer why their 40,000 keywords came across as 39,847.
- The ability to run a training session and have the attendees leave able to do the thing.
- Real technical range: APIs, integrations, CSVs, spreadsheets at scale, and the instinct to reproduce a bug before escalating it.
- Strong written and verbal communication.
- The ability to figure things out independently.
- AI must be a part of your daily workflow.
- A “first do it, then do it right, then do it better” mentality. The tenth implementation should be faster or smoother than the first.
Будет плюсом
- Working knowledge of SEO: keyword research, rank tracking, site audits, backlinks. You don’t need to be a practitioner, but you should know what a customer means when they say their crawl budget is a problem.
- Hands-on time with , or with a competing enterprise SEO platform.
- Experience with enterprise onboarding at scale.
- Experience working next to an account management or CS function.