Field Engineering Manager, Delivery

ActionIQ

AIQ brings order to CX chaos. Our Customer Experience Hub empowers everyone to be a CX champion by giving business teams the freedom to explore and take action on customer data while helping technical teams regain control of where data lives and how it’s used. Enterprise brands such as Autodesk, M&T Bank, The New York Times, Neiman Marcus, Hertz and many more use our CX Hub to drive growth through extraordinary customer experiences.

Role & Responsibilities

The Field Engineering Manager role is a key role in the Delivery team. They will report to the Director of Professional Services, Delivery, and will be responsible for all ongoing service delivery and support for existing customers. They coordinate the transition from the Implementation team, once a new customer has been onboarded, and manage the team that delivers all technical work from that point on. 

We’re seeking an experienced manager to join and help grow and lead part of our delivery team. This is where the rubber meets the road, where the product has to meet customer needs and create value. 

You are a seasoned enterprise SaaS technical manager, with a background in data engineering/ analytics, and experience in dealing with customers and associated expectations. You love data and want to see technology and data used successfully. You have attention to detail and are very proactive in identifying potential roadblocks to success. You have great people management skills, are excited to nurture and grow a successful team, and know how to manage the trust and expectations of customers. 

Above all, you want to make things work! You handle pressure well and you love driving a team that wins. You know how to lead your team and help them achieve their goals, but also are prepared to roll up your sleeves, and work with them in the trenches to bypass obstacles and make things work.

The Delivery Manager will be initially managing a team of 4-7 customer-facing Data Engineers, who are responsible for all the relevant technical work. The team will scale as the business grows. They collaborate closely with other Professional Services leads, including other Field Engineering Managers and Engagement Associate Directors, on customer projects, staffing, and team initiatives. They also collaborate with Client Partners and Customer Success Managers, as well as Product and Engineering teams, to ensure the Professional Services team is delivering strong value to our customers. 

The Field Engineering Manager:

  • is responsible for all ongoing service delivery and support for existing customers
  • properly resources the various projects as the demand evolves across customers, ensures that projects are delivered on time, and customer expectations are managed 
  • leads Data Engineers to improve the team's technical skills, to focus efforts effectively, and develop independent, driven team members 
  • constantly improves the team processes and artifacts/documentation for project delivery, hiring, training, and enabling delivery engineers in their tasks - increasing the team’s operational efficiency
  • serves as a point of technical escalation for delivery engineers and for customers

Requirements:

  • BS degree in Computer Science, Engineering, Mathematics, Economics, Statistics, Information Management or similar 
  • 6-10 years of experience in data-focused, client-facing roles at a SaaS company serving businesses in the global 500
  • 2+ years of experience leading technical implementation teams, including hiring, training, resourcing, prioritizing
  • Solid experience with multiple large data projects involving ETL, data modeling, data aggregation and data validation
  • Expert knowledge of SQL or similar tools, experience working with distributed data systems and related technologies
  • Project Management Skills: Ability to keep track of and manage a portfolio of projects, ensuring they are appropriately staffed and delivered per customer expectations
  • Strategic thinker, able to look ahead and anticipate the needs of the customers and the team, and adjust as necessary
  • Strong communication and problem solving skills:
  1. Ability to communicate and negotiate with customer/vendor/AIQ technical leadership teams, and solve problems and remove roadblocks as needed
  2. Ability to motivate the team and unite them towards achieving common goals 
  • Other skills
  1. Improvement mindset, through processes, tools and documentation
  2. Works well as a leader and as a team member
  3. Strong professionalism & work ethic
  4. Adaptable, self starter and fast learner
  5. Deals well with pressure

Nice to have:

  • Knowledge with Python, Github, AWS/GCP infrastructure
  • Martech/Adtech industry & vendor knowledge
  • Experience integrating with various martech/adtech vendors (ESP’s, Cloud services, FB, AdWords, etc)
  • Experience working with and enabling system integration partners

Benefits:

  • Work with a fun, inclusive, and smart team of people as we build a NYC-based enterprise software company
  • Competitive compensation package, including significant equity component
  • Backed by top-tier VCs (Sequoia, Andreessen Horowitz, FirstMark Capital)
  • Top-notch health insurance benefits, including 12-weeks paid parental leave
  • We have a beautiful office right on Madison Square Park, and all NYC-based employees come into the office three days a week.
  • Check out this blog post to learn about the new AIQ CX Hub - the next chapter for us, our customers and the future of customer experience.
  • In accordance with ActionIQ policies and our commitment to prioritizing the health and safety of our employees, all office-based positions will require proof of COVID vaccination, including a booster shot, prior to entering the office. Remote employees and guests who visit the office must also provide proof of vaccination prior to entry. Our COVID-19 health and safety protocols may change over time as local and national guidance and regulations evolve.

ActionIQ is committed to building an inclusive, equitable, and diverse organization. We embrace equal opportunity for all applicants and seek to foster a culture of belonging for our employees. We recognize and appreciate that the more inclusive we are, the better we will function as a team. AIQ welcomes qualified applicants of any race, color, ancestry, religion, sex, national origin, gender identity, gender expression, age, marital or family status, disability, military veteran status, and any other status or background. Join us on our journey to build a product that will help our customers deliver memorable experiences that will drive loyalty and growth.

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Confirmed 22 hours ago. Posted 30+ days ago.

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