Customer Success & Implementation Engineer at Sitemark in United States

Job description

• Application

Responsibilities

• As our Customer Success & Implementation Engineer, your first priority is making our customers successful — starting from the moment they sign. You own their journey from technical onboarding through to long-term partnership: you set up their platform, dig into their use case, and design how Sitemark fits into their workflow. You’re equal parts engineer and relationship builder — technical enough to configure a customer’s environment and prepare their data, and customer-focused enough to build the trust that turns satisfied customers into loyal, long-term partners.
• Own the customer journey end to end — run a structured technical onboarding process, drive adoption, and turn satisfied customers into loyal, long-term partners.
• Define the implementation strategy for each customer: analyze their use case, understand how they work, and design the platform setup that serves them best — then make sure sites are configured to that standard, whether hands-on or by guiding others.
• Translate customer workflows into the right Sitemark solution — map their processes onto the platform's capabilities and work with them to get it live and adopted.
• Own the quality of customer data flowing into the platform — set the standards for site layouts (CAD/DXF), drone and GIS data, project schedules, and other imports, so every customer starts from a clean, reliable foundation.
• Build and run a self-sustaining customer success and support system for customers, resellers, partners, and pilots — so issues get resolved fast and support requests go down over time.
• Deliver product training and education that helps customers get the most out of Sitemark, and become the in-house expert who supports customers and colleagues on using and optimizing the product.
• Feed customer needs and implementation friction back to the product team, and streamline the onboarding and implementation process so every rollout is faster and smoother than the last.
• New customers are onboarded through a repeatable, structured implementation process — platforms are set up right the first time, and time-to-value keeps shrinking.
• Every customer’s setup reflects their actual use case — solutions are designed with them, not just delivered to them — and adoption and retention are up.
• Customer data (layouts, schedules, drone data) flows into the platform cleanly, with validation and tooling that makes imports predictable.
• The support system runs largely on its own — issues get resolved fast, and support requests are trending down as customers become self-sufficient.
• You’re the recognized in-house product expert, and customers see Sitemark as a long-term partner, not just a vendor.

Requirements

• A hybrid profile: as strong with customers as you are with technical systems — you can run a kickoff call in the morning and troubleshoot a data import in the afternoon.
• A bachelor's degree or higher in a relevant field. An engineering background or technical experience is a big plus.
• Comfort working with technical data formats — CAD/DXF drawings, GIS data, project schedules — and learning new tools quickly.
• Exceptional stakeholder-management skills — you juggle multiple projects and functions without dropping balls.
• An analytical and proactive problem-solver who can take an ambiguous customer use case and turn it into a working setup.
• A clear communicator who can translate between customers and engineers, and make complex things simple in training and documentation.
• Experience in customer success management.
• Knowledge of the solar industry — familiarity with utility-scale solar operations, asset management, or solar project lifecycle (construction through O&M) is a strong plus.
• Experience with photogrammetry, Lidar, and UAV / drone operations.

Skills

Required

• Customer success management
• Technical systems troubleshooting
• Stakeholder management
• Analytical and proactive problem-solving
• Clear communication and training

Preferred

• Solar industry knowledge
• Photogrammetry
• Lidar
• UAV / drone operations

Benefits

• A team that moves fast, stays lean, and hires only the best.
• Work on a mission that matters: accelerating the world's transition to renewable energy.
• A competitive salary with fringe benefits.
• Hybrid working model — two days a week in our Leuven office.