Be a Contributor - What You’ll do
Perform the technical onboarding and deployment experience for new customers
Collaborate with customers to execute the technical onboarding implementation plan, ensuring a clear path to their First Desired Outcome
Lead the deployment and configuration of the Kentik Platform, including Private Agent installation, test creation, and initial setup for new Kentik customers
Understand customer business requirements and pain-points, and effectively translate them into actionable implementation projects based on industry best practices
Leverage your in-depth knowledge to assess customer needs, provide tailored recommendation, and assist in the formulation of effective strategies to drive customer successful onboarding
Ensure the successfully completion of projects within the designated time frame and budget, while achieving project goals and maintaining a customer satisfaction score of 95 or higher
Work closely with sales engineers and account managers to ensure a smooth transition from pre-sales to post sales delivery
Foster collaboration with internal and external teams to drive product adoption
Leverage AI-enabled deployment and onboarding workflows to accelerate customer implementation, including project planning, deployment documentation, configuration validation, call note summarization, action-item tracking, troubleshooting support, knowledge transfer, and adoption milestone analysis tied to customer outcomes
Build and maintain reusable AI prompt libraries, deployment templates, implementation playbooks, and governed knowledge bases to support consistent project delivery, accelerate issue resolution, and improve onboarding quality
Leverage AI-assisted insights to optimize deployment activities, identify adoption risks, recommend best practices, enhance customer enablement, and improve the efficiency and quality of project delivery
Travel up to 20% may be required
Be Prepared - What You Bring
Bachelor’s degree in computer science/engineering, or equivalent
8+ years of experience working in a customer-facing technical role focused on software implementation or onboarding
Strong knowledge of TCP/IP and Internet routing protocols, including IPv4/v6, BGP, MPLS, ISIS, OSPF, HTTP and DNS
Hands-on experience in networking fundamentals, including routing, switching, network monitoring technologies (NetFlow, sFlow, IPFIX, SNMP), and packet capture and traffic analysis tools such as Wireshark and tcpdump
