Technical Onboarding & Success

TigerEye is modern business intelligence software for Go-to-Market teams. For our customers to get maximum value from TigerEye, it is crucial that we provide them with an amazing experience through their entire journey.

This role is at the crux of customer interaction and success, QA/QC and project management. It is cross-functional, partnering closely with sales, marketing, product and engineering and is critical for TigerEye’s growth and success!

Your problem solving and communication skills will be critical in diagnosing and anticipating customer pain points, understanding how our product can meet them & thoughtfully relaying feedback to Sales and R&D. 

• Lead onboarding of new customers onto TigerEye and own the first 90 days of the customer journey

  • Maintain a quick start guide on TigerEye & how to navigate it

  • Run the connection meeting

  • QA of customer environments prior to hand-off. Organize the huddle before turning over the customer's live environment to ensure it is in excellent shape. Document any challenges we need answers to

  • Set up customer logins and keep track of who has access to TigerEye

  • Log feature requests in GitLab from customer onboarding calls

  • Understand and document customer Go-to-Market team’s structure, including reporting lines, segments, important metrics, etc. Work with the TigerEye R&D team to implement any necessary customization

• Post-sales success

  • Use SQL to build, troubleshoot and customize TigerEye environments for our customers

  • Troubleshoot bugs and login issues. Coordinate with engineering on fixes while keeping GTM up to date on status

  • Version Control — work with GTM to make sure customers are on the latest version of TigerEye.

• Operate as the first line of defense on product support, reporting and helping to troubleshoot customer-facing bugs

  • QA/QC every TigerEye release to identify bugs, log them in GitLab & work with engineering to help identify and track issues

• Participate in GTM meetings to discuss product issues that impede customer onboarding and satisfaction

• Represent and support and GTM in R&D meetings to escalate issues customers are experiencing during onboarding and beyond

Minimum

• 2+ years of software pre and/or post-sales experience

• 3+ years of experience with SQL

Preferred

• Familiarity with Revenue Ops systems (Salesforce, Hubspot, etc) and ERP solutions (Netsuite, Quickbooks, etc)

• Basic familiarity with shell scripting and common cli tools