Senior Implementation Engineer
The Senior Implementation Engineer (SIE) is assigned to customers once the deal is closed. SIEs ensure that customers understand and experience the value of Altiums Enterprise solutions (AES). The SIE enables the customers successful implementation of AES, and ensures they are productive. The effectiveness in influencing both internal and external stakeholders is the single most important characteristic of the SIE. SIEs demonstrate value, can put systems and processes into common practice, and efficiently resolve internal and external issues. The SIE plays an indispensable role in bridging the gap between the Altium Sales, Customer Success (Technical Support) and R&D organizations.
Key Competencies
Ability to think strategically and understand Altiums goals and objectives, and influence decisions and policies that will help Altium AND the customer achieve goals and objectives.
Possess emotional intelligence to empathize with the customer, understand who the customer is, how they think, and translate that into customer requirements.
Be action-oriented and leverage project management skills to work effectively with deployment and technical support teams.
Proactively drive improvements to systems, processes, products, and solutions.
Be proactive in identifying critical client deadlines while demonstrating the ability to independently organize, oversee, and fulfill project timelines to ensure consistent delivery.
Job Description
Work with Account Managers, Solution Architects and other SIEs on training, guiding, and coaching customers through the myAltium engagement process.
Provide detailed Project management skills for the Implementation and ensure the customers ongoing success post deployment.
Use in-depth knowledge of client, industry, business processes, and deep knowledge of the product and technical expertise to drive and increase adoption and usage of AES.
Serve as the post-sale point of contact for customers during AES implementation..
Collaborate with Altiums Customer Success (Technical Support) and R&D organizations to ensure timely resolution of issues, and to propose solutions that continually add value to the customer.
Handle escalations of implementation and customer productivity blocking issues, and coordinate related activities with Sales, TAMs, R&D, and Customer Success (Tech Support).
Work with Solution Architects and R&D to resolve software issues that have the highest impact to the customer and Altiums business.
Build excellent customer relationships, and influence them to adopt recommended best practices.
Work with Account Managers to reduce churn, and enable client expansion, renewal and retention.
Be a customer advocate. Promote a customer-focused culture across Altium to continually improve customer relationships and Altium capabilities.
