Customer Onboarding Engineer

Do you ever wonder what happens inside the cloud?
DigitalOcean (NYSE: DOCN) simplifies cloud computing so builders can spend more time creating software that changes the world. With our mission-critical infrastructure and fully managed offerings, DigitalOcean enables startups and small and medium-sized businesses (SMBs) to rapidly deploy and scale modern applications. As a remote-first organization, our employees, like our customers, are based around the world.
We are looking for a Customer Onboarding Engineer, who will be introduced to new high-value customers right after the conversion. S/he will be understanding the customer's desired outcomes/goals and onboarding them to ensure "success" as quickly as possible. S/he will be the primary contact for the initial few months and during this period she will be liaising with internal teams to facilitate any consultative discussions and iron out any blockers to ensure an exciting onboarding journey.
This is a full-time, remote job in a growing 24/7 global Customer Success team that takes care of Cloudways' customers.
Job Responsibilities

• Maintain communication (via calls, emails, chats, etc.) with new high-value customers
• Understand customers' requirements and ensure they meet them as quickly as possible
• Give product demos and help customers in realize early value
• Proactively identify customers' health signals and up-sell opportunities
• Be the point of contact for six months after conversions and then handoff customers to Customer Success Engineers (CSE).
• Share customers' feedback with internal teams for product improvements
• Help team Manager in improving onboarding SOPs
• Understand and keep track of business KPIs

Qualifications:

• Bachelor in any discipline (preferred Computer Science background)
• Ideally, 3-4 years experience working in a tech company with a customer facing role
• Previous experience in the web hosting company would be a PLUS.
• Effective written and verbal English communication with native fluency & ability to listen
• Knowledge of Customer Success Metrics (time-to-complete onboarding, lead qualification, churn, MRR, ARPU, expansion, advocacy) and best practices
• Remote work experience will be a PLUS
• Strong Customer Empathy & customer service mindset
• Ask right questions to uncover pain points
• Manage and escalate customer issues
• Thirst for learning
• High attention to details
• Consultancy skills
• Ease with data
• Strong ownership & resilient to pressure
• Strong Customer Empathy
• Ask right questions to uncover customers' pain points
• Manage and escalate customer issues
• Proactive problem solver
• Thirst for learning
• Consultancy skills
• Ease with data
• Strong ownership & resilient to pressure

Why You'll Like Working for DigitalOcean :

• We reward our employees . The salary range for this position is based on relevant years of experience and skills. Employees may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees including grants of equity upon hire and the option to participate in our Employee Stock Purchase Program.
• We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging our teams and employees to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship and other internal programs. We provide all employees with reimbursement for relevant conferences, training, and education.
• We care about your well-being. In addition to cash and equity compensation, we also offer employees a competitive array of benefits. While the philosophy around our benefits is the same worldwide, specific benefits may vary in other countries due to local regulations and preferences.
• We value diversity and inclusivity. We are an equal-opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Department: Customer Success