Source description
About the role
Engagement Delivery
Lead scoped technical engagements end-to-end: define scope and success criteria, deliver against them, and close with a documented outcome and clean handover.
Execute hands-on technical work including architecture guidance, implementation support, configuration, validation, and troubleshooting, stepping in directly when it meaningfully unblocks progress or reduces risk.
Manage engagement scope actively: size work before starting, identify scope creep early, and re-scope formally rather than absorbing additional work silently.
Deliver across both billable engagements (SOW-based) and value-adding work, meaning non-billed customer-facing activity that drives retention, adoption, or expansion.
Proactive Opportunity Development
Identify potential PS engagement opportunities through participation in the weekly CS leadership cadence and review of CS team account updates.
Collaborate with CSMs to surface technical need signals before a formal request is raised and propose engagement scope jointly.
Stay close to the CS team as a standing practice, not a secondary activity.
Strategic Engagement
Embed with senior customer stakeholders to translate complex, ambiguous problems into clear, executable solution paths.
Shape architectural and technical decision-making through deep product and domain expertise.
Coordinate with Support, Engineering, and customer teams to drive momentum and remove blockers.
Lead stabilization during high-severity incidents and ensure clean handover to CSMs and customer teams at engagement close.
Across All Engagements
Lead technical discovery to understand customer architecture, constraints, and strategic direction.
Design end-to-end solutions covering patterns, sequencing, tradeoffs, and risk mitigation.
Know when to go deep personally and when to delegate, always optimizing for sustainable outcomes.
Contribute reusable patterns, playbooks, and internal knowledge to improve future delivery quality across the PS team.