Technical Advisor, Scaled (post-sales customer success) [IC2]

Location

🌎 While we are an all-remote company and hire almost anywhere in the world, we have a preference for someone to reside in Denver, Colorado.

Preferred locations:

• Denver, Colorado

Why this job is exciting

You will help establish the newly formed Scaled Success team at Sourcegraph. As a Scaled Technical Advisor, you will form medium-touch relationships across a shared set of customers. While leveraging the work of our Digital Success team, you’ll also provide tailored experiences to customers, too. You’ll ensure the customers' developers love our platform, remain happy customers, and grow month after month. You'll also help our customers solve technical problems while driving key metrics like adoption, usage and consumption.

📅 Within one month, you will…

• Start building a trusting relationship with your partners across Technical Advisory (post-sales), Customer Engineering (pre-sales), Implementation Engineering, Sales, and Support Engineering teams.
• Learn about our product, our value proposition, our customers, our team, and our processes.
• Join or review customer and prospect calls to understand their challenges and needs.
• Help define the Scaled Success customer journey, considering the existing activities from the DIgital Success team and Enterprise customer journey
• Have built an on-demand and on-rotation coverage plan process for Scaled Success customers to review common success plans and goals.

📅 Within three months, you will…

• Be assigned your first customers with whom you’ll begin to define common success plans and goals to be worked on and reviewed frequently.
• Ensure your customers derive maximum value from their investment in Sourcegraph; develop account success plans based on insights and needs where necessary.
• Execute current processes and playbooks that provide value to our customers and ensure long-term growth beyond just your assigned customers.
• Provide recommendations based on the customer's infrastructure and use cases, and provide feedback to internal teams as your customer's voice.

📅 Within six months, you will…

• Drive your customers' success, including their onboarding experience, ongoing feature adoption, renewal, and expansion through a digitally nurtured program.
• Conduct streamlined onboarding processes, product enablement and customer success plans on an ongoing basis.
• Translate customer sentiment to internal teams by logging product gaps and providing supporting evidence that helps product teams prioritize our roadmap. Be the voice of the customer.
• Help solve technical problems with and for our customers.
• Flag potential opportunities for expansion and up-sell across your book of business to our Sales counterparts so they can pursue account growth and increased solution footprint.

About you

You are an enthusiastic, self-driven, and results-oriented post-sales specialist who shares our values and is passionate about nurturing healthy customers in Scaled Success teams.

Your skill set:

• You have 1+ years of experience working directly with customers to identify and understand their goals and needs, and can apply solutions to those stated needs. Having experience with automation tools and AI for customer management is a plus.
• You are proactive. You can collaborate with multiple stakeholders to identify opportunities, address complex political situations, and support customers throughout.
• You are exceptionally organized and have strong project management skills. You are a strong adopter of tools and standardized processes to document customer conversation goals and project customer health scores across your entire book of business. You can prioritize effectively and can set and deliver on expectations.
• You are naturally curious and seek to learn about product features and their benefits. You provide recommendations based on stated customer needs and use cases. You engage customers on relevant betas, updates, and educational material, as applicable.
• You are a team player who can proactively contribute to a positive environment that values people and work, openly share problems and successes, and work across teams to help refine processes and achieve goals. You can take responsibility for your actions and recognize mistakes as learning opportunities.
• You are knowledgeable in the technical topics our customers deal with daily (migrations, code refactors, developer onboarding, etc.) and have the ability to partner with them on technical solutions both using and extending the Sourcegraph product. You use your technical skills to solve problems.
• You actively listen, synthesize information, communicate effectively, and present with confidence and customer empathy to various stakeholders (end-user devs to C-level stakeholders) and internal teams.

Level

📊 This job is an IC2.  You can read more about our job leveling philosophy in our Handbook.

Compensation

💸 We pay you an above-average salary because we want to hire the best people who are fully focused on helping Sourcegraph succeed, not worried about paying bills. As an open and transparent company that values competitive compensation, our compensation ranges are visible to every single Sourcegraph teammate.

To determine your salary, we use a number of market and data-driven salary sources, along with your location zone, and target the high-end of the range to ensure we’re always paying above market regardless of where you live in the world. Both U.S. and international locations are divided into one of four zones, determined by the cost of labor index for each area. The starting salary for a successful candidate will be based on level, job-related skills, experience, qualifications, and location zone. Please note that these salary ranges may be adjusted in the future.

💰 The target compensation for this role is $120,800 USD base + $30,200 USD variable ($151,000 USD on-target-earnings). 

Please speak with a recruiter for additional information regarding zone locations.

📈 In addition to our cash compensation, we offer equity (because when we succeed as a company, we want you to succeed, too) and generous perks & benefits.

Interview process

Below is the interview process you can expect for this role (you can read more about the types of interviews in our Handbook). It may look like a lot of steps, but rest assured that we move quickly and the steps are designed to help you get the information needed to determine if we’re the right fit for you… Interviewing is a two-way street, after all! 

We expect the interview process to take 4.5 hours in total. [Note- this should not exceed 5.5 hours!]

👋 Introduction Stage - we have initial conversations to get to know you better…

• [30m] Recruiter Screen
• [30m] Hiring Manager Screen

🧑‍💻 Team Interview Stage - we then delve into your experience in more depth and introduce you to members of the team, including cross-functional partners…

• [Take home] Assessment
• [30m] Peer - Technical Advisor & Account Executive 
• [60m] Resume Deep Dive - Hiring Manager

🎉 Final Interview Stage - we move you to our final round, where you gain a better understanding of our business and values holistically…

• [30m] Values
• [Time] Leadership with co-founder 
• We check references and conduct your background check

Please note - you are welcome to request additional conversations with anyone you would like to meet, but didn’t get to meet during the interview process.