About the company
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Implementation Engineer based in United Kingdom.
As a Senior Implementation Engineer, you will play a key role in helping customers successfully adopt and onboard a leading SaaS and container technology platform.
Responsibilities
- Partner with Customer Success, Sales, Operations, Support, and Enablement teams to establish, improve, and scale customer onboarding operations.
- Guide new customers through their initial journey, delivering personalized and customer-centric solutions while maintaining efficient and scalable processes.
- Own day-to-day onboarding and provisioning activities, ensuring rapid execution, minimal friction, and a strong foundation for long-term customer success.
- Build and maintain strong customer relationships throughout onboarding and migration journeys before transitioning accounts to Customer Success Management.
- Develop and improve workflows, automation, tools, and operational strategies that make customer onboarding more efficient and scalable.
- Ensure smooth transitions between Sales, Onboarding, Customer Success, and Support teams, maintaining clear communication and continuity throughout the customer journey.
- Identify recurring customer challenges and contribute solutions, documentation, and knowledge-base content to improve team effectiveness.
- Balance personalized customer support with scalable processes and automation to deliver a consistent customer experience.
- Monitor and contribute to key success metrics covering provisioning, onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.
- Continuously evaluate existing processes and identify opportunities to improve the customer onboarding experience and operational efficiency.
Requirements
- 4+ years of professional, full-time experience working directly with external customers, ideally in customer onboarding, implementation engineering, customer success, technical support, or a similar role.
- Proven experience managing customer-facing onboarding or implementation processes from initial engagement through successful transition to an ongoing customer success team.
- Strong understanding of SaaS platforms and cloud-based technologies, with the ability to quickly learn and explain technical products and workflows.
- Demonstrated ability to collaborate effectively across Customer Success, Sales, Operations, Support, and other cross-functional teams.
- Excellent problem-solving, communication, relationship management, and organizational skills.
- Strong customer-centric mindset with the ability to balance individual customer needs against scalable operational processes.
- Proven ability to adapt to evolving technologies, processes, and business environments while continuously learning and improving.
- Natural leadership skills and the confidence to take ownership, work through ambiguity, and influence others without necessarily having direct authority.
- Comfortable addressing difficult situations and conversations with professionalism, transparency, and empathy.
- A proactive, innovative, hands-on approach and willingness to work closely with the team to solve problems and improve processes.
- Ability to thrive in a fast-moving, startup-style environment while maintaining a strong sense of ownership, humility, and collaboration.
- Candidates must be eligible to work in Romania without visa sponsorship.
Conditions
- Competitive compensation of €71,400–€102,000+ per year, plus equity, for eligible EU-based employees.
- Remote-first work environment with flexibility to manage your schedule while delivering strong results.
- Access to offices in Seattle and Paris for connection and collaboration where applicable.
- Generous paid time off, quarterly wellness days, and a designated end-of-year wellness break.
- Home office support to help create a comfortable and productive remote workspace.
- Technology stipend equivalent to US$100 net per month.
- Annual learning and development stipend for conferences, courses, certifications, and other professional development.
- 16 weeks of paid parental leave after six months of employment.
- Equity participation for full-time employees.
- Comprehensive benefits, including healthcare, retirement provisions, and paid holidays, depending on country of employment.
- Company merchandise and other employee perks.
- An inclusive, globally distributed environment that values diverse perspectives, collaboration, transparency, and continuous learning.