Propeller's mission is to provide real time earthworks tracking for everyone. To pave the path to real time, we're building hardware and software solutions that simplify data collection, processing, and analysis for heavy civil and resource operations.

Our customers are essential workers, industrious men and women who pave the roads we drive on, design the landfills we use, and manage our natural resources. We are committed to making their jobs easier by creating products and services which empower them to improve their efficiency and reduce their diesel consumption. 

We believe a win for our customers is a win for Propeller and a win for our planet.

YOUR MISSION:

As 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. 

TO DO THIS YOU'LL BE:

• 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.
• Using Gainsight to track all of your customer-facing activities (both inbound and outbound, and proactive and reactive) and to prioritize your time across your portfolio of accounts. 
• 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.

ABOUT YOU:

• 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/or 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.
• Ability to travel 10% of the time for customer site visits.

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.
• Have a remote pilot license (part 107) or be willing to get one within 60 days of hire.

ABOUT US:

We are 100% about impact and 0% about ego, with everyone here being encouraged to solve their problems creatively, listen to one another and to never stop learning. We work for our collective success, and we welcome you to learn more about us on Glassdoor.

Propeller is for everyone, so come as you are. We're open humans who champion diversity, equity, and inclusion. 

We offer our employees:

• Fully paid employee United Platinum PPO medical, dental, and vision coverage
• Employee share options
• Professional development benefits; we embrace the journey & practice our passions
• Monthly telephone and/or internet allowance
• Paid main & secondary parental leave policies
• Flexible work arrangements 
• Take up to 90 days to work anywhere in the world

The salary range offered for this role is $75,000 - $95,000. This range is tied to the Colorado market for jobs performed in Colorado. Any salary offer that is extended will be based on job-related education, training, and/or experience. The salary offer will not be based on a candidate's salary history at other jobs, and by law, Propeller will not seek information about salary history, and candidates should not share such information with Propeller.