Description
Propeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps.
Our customers use Propeller’s integrated hardware and software products to capture accurate 3D versions of their worksites using drones. With over 20,000 worksites worldwide using Propeller’s smart survey technology, we empower project teams to map, measure, and manage site activity.
Propeller empowers everyone to approach, own, and solve problems creatively. We’re data nerds who care about impact, honesty, and each other. We take pride in being a great place to work and are proud to be recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.
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Your MissionAs our Customer Success Engineer, you'll make sure all of our customers are collecting the best possible survey data, getting maximum value from it, and are addicted to the Propeller software platform. You will manage a dedicated book of accounts and deliver superior service across the customer lifecycle to ensure customer satisfaction, identify up-sell and expansion opportunities and prevent customer churn.
You will be directly responsible for ensuring that your customers - whether they’re in the construction, mining, aggregate, or landfill industries - are successful in achieving their desired outcomes and continually realizing value from Propeller’s hardware and software solutions. This role will be based out of the Netherlands (preferred) or Germany.
Responsibilities
- Supporting your customers across each phase of the customer lifecycle, from post-sale introductions, kicking-off the relationship, onboarding and training, using the platform to measure and analyze survey data across multiple worksites and projects, renewal and expansion.
- Onboarding and training new customers to ensure they have everything they need to be successful. This includes:
- Getting the customer ready for their first flight
- Educating them about the correct way to capture survey data with their drone
- Ensuring they understand how to correctly place ground control points for increased and unparalleled accuracy
- Walking through the visualized survey data in the form of 3D maps
- Helping them use the platform to take site and stockpile measurements
- Educating them about how they can use their data to report on-site progress
- Partnering with the Hardware Support team on any hardware-related issues that your customers are experiencing.
- Responsible for maintaining net negative ARR churn within your accounts and working closely with the Account Management team on renewals.
- Working closely with our Product and Engineering teams to make sure customers’ needs and wants are communicated internally in the form of new feature requests and identifying bugs or edge cases.
- Participating in Customer Success team meetings, contributing to quarterly team goals and supporting projects to improve team efficiency and scale as part of creating, refining and improving Customer Success processes and documentation.
- Collaborating with Sales to ensure successful hand-offs as part of the post-sales process, and to identify up-sell and expansion opportunities during the lifecycle of the account.
- Keeping your industry and technical knowledge current so that you can best support your customers and any future product launches that impact the customer experience
Your Skills
- Fluent or native German speaker.
- You have at least 2 years of experience managing a dedicated book of customer accounts at a SaaS company, with a proven track record of delivering exceptional service and preventing customer churn.
- Knowledge of how to use customer success tools and software to prioritize your time, track account-related activities, manage customers across lifecycle phases and escalate potential churn risks.
- Balance reactive problem-solving with proactive customer outreach across your accounts, including regularly reengaging with inactive customers.
- Strong technical skills and the ability to pick up new technology fast and drive your own learning.
- The ability to explain complex concepts in simple terminology for customers with varying levels of technical expertise.
- Knowledge of the construction, aggregate, mining, or landfill industries is a plus (although not required).
- You’re data-driven with a bias towards action, and you’re not afraid to get your hands dirty in support of your customers.
- Strong communication skills, both verbal and written, and proven experience supporting customers over video, phone, email and chat.
- Great interpersonal skills: you have the ability to gel with our customers, collaborate with your team members and thrive in a rapidly-changing environment as the business grows and scales.
- Have a remote pilot license (A2 CofC) or be willing to get one within 60 days of hire.
Bonus Points For:
- Prior experience with remote sensing, photogrammetry, point clouds, ground control points, and/or surveying.
- Prior knowledge of UAVs and visualization platforms.
- Prior experience with remote troubleshooting.
Benefits
- Employee share options
- Professional development benefits and leave
- The opportunity to take part in our mentorship program
- Monthly telephone and/or internet allowance
- Paid primary & secondary parental leave policies
- Flexible work arrangements and WFH equipment provided
About Propeller
Propeller is for everyone, so come as you are. We value all types of experience, skill, and ability. If you don’t think you meet all the requirements, but still think this role would be a good fit, we’d love to hear from you. Diversity makes our team more creative, fun, and effective, so bring your whole self to the application process, and we will too!
If you’re interested in what life at Propeller is like, check out our employee-owned Medium blog page!
Our hiring process
Stage 1: Interview with Talent Acquisition
Stage 2: Interview with Hiring Manager
Stage 3: Take Home Challenge
Stage 4: Technical Interview
Stage 5: The Topgrade Interview
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