High-growth companies you’ll love to work for

Customer Solutions Engineering Associate, North America Brands



Customer Service
Tirana, Albania
Posted on Wednesday, July 3, 2024

Price optimization pioneers Ken and Tim Ouimet created Engage3 to revolutionize how brands and retailers engage with their shoppers. Engage3 provides the industry's most comprehensive omnichannel competitive intelligence solution, combining best-in-class AI-enabled web crawls, professional in-store audits, and self-serve in-store and online data collection into a single source of truth. Leveraging advanced algorithms and the Nobel Prize-winning Efficient Frontier theory, Engage3 helps retailers and brands track and optimize their Price Image to profitably accelerate revenue growth, drive incremental store trips, and increase margins. Engage3 serves over 300 customers in 182 countries, including 7 of the world's top 10 retailers, and supports over $4 trillion in global retail revenue. Engage3's leadership team comprises former executives from KhiMetrics, Mozenda, SAP, Revionics, dunnhumby, KSS Retail, IBM/DemandTec, and Nielsen.

As a Customer Solutions Engineering Associate, you play a critical role in the implementation and maintenance of our Brand programs. Responsibilities include the organization, management, and communication of critical deliverables and contractual scope of achievements informing key metrics and customer health, growth, and retention.

The Recipe for Success: Required Skills & Job Duties

  • Ownership
    • Coordinate and monitor execution across operational, delivery, and product teams to meet contractual obligations for North American Brand programs.
    • Troubleshoot any callouts that may be received from customers.
    • Initiate all customer program changes with Customer Solutions Engineer and Customer Solutions Engineering Manager
    • Coordinate cross-departmentally to assist in completion of all duties associated with completion of customer deliverables across our customer base.
    • Assist Solutions Engineers and Solutions Engineering Manager in all tasks associated with execution and management of North American Brand customer programs.
    • Escalate program and customer risks and opportunities to Solutions Engineering Manager.

  • Documentation
    • Document all project goals and requirements, delivery steps and schedules, and ensure proper assignment to relevant parties.
    • Support tracking of key metrics of your assigned programs
    • Document all customer and internal communication, changes, concerns, solutions, and opportunities.

  • Learning & Communication
    • Support external communication for assigned customers.
    • Participate in internal meetings as part of the Solutions Engineering team to share best practices and to present case studies where applicable.
    • Prioritize learning and have a good understanding of Engage3 internal tools, processes, and best practices.

General Expectations

  • 40 hours/week (or a manager agreed-upon number of hours).
  • Available during scheduled hours, as agreed-upon with manager.
  • Abide by all company policies and procedures.
  • Travel required as needed.
  • As a valued individual contributor in the company, we need you to embody our Core Values & Code of Conduct even when the going gets tough.