100% Remote Customer Engineer (Onboarding & Implementation)

About the Role

This role is highly customer-facing and requires a combination of technical knowledge, project management, troubleshooting, communication, and an understanding of sales and outbound processes.

Setup:

• Shift: Monday–Friday, Assiged to either US, EMEA or APAC Shift
• High speed and stable internet (50-80MBPS minimum speed preferably wired connection), and a backup router
• Must have your own laptop or PC, computer headset, web cam
• Full Remote
• Company: HJN

As a Customer Engineer, you will guide customers through three key stages:

1. Pilot Enablement - Help new customers successfully launch their pilot, provide technical guidance, and make sure they are seeing value from the platform.

2. Post-Pilot Implementation - Lead customers through the implementation process, from contract signing through a successful go-live. You'll work closely with their technical team to make sure the platform, data, reporting, and integrations are properly set up.

3. Customer Health & Support - After implementation, you'll help monitor a shared portfolio of customers, identify potential issues early

What You'll Do

>>Pilot Enablement

• Lead pilot kickoff, check-ins, and go-live activities.
• Provide customers with technical guidance and best practices.
• Help with areas such as disposition mapping and phone number rotation.
• Monitor the customer's first live calling session.
• Identify and resolve technical issues that could affect the success of the pilot.
• Work alongside the Account Executive managing the commercial side of the relationship.

>>Implementation

• Take ownership of new implementations within 48 hours of contract signing.
• Lead the implementation kickoff and align on goals, timelines, and responsibilities.
• Guide the customer's technical administrator through:

a) CRM configuration

b) Data and reporting setup

c) List strategy and list building

d) Attribution

e) Data movement between systems

f) TitanX's native dialer or integrations with third-party sales engagement platforms

• Validate the setup before go-live.
• Lead the customer's first live session.
• Monitor early performance and help the customer build a sustainable operating process.
• Establish the appropriate cadence for list submissions and data availability.
• Ensure the customer meets the implementation requirements before transitioning to the shared customer pool.

>>Customer Health

• Monitor customer activity and identify early warning signs, such as:

a) Reps becoming inactive

b) Declining connect rates

c) Changes in credit consumption

d) Customers becoming inactive

e) Accounts approaching renewal without sufficient engagement

• Identify potential expansion opportunities and surface them to the appropriate Account Executive.
• Document customer learnings, recurring issues, and best practices so the broader team can benefit.
• Share meaningful customer feedback with Product when recurring issues or product gaps are identified.

What We're Looking For:

Customer Communication – Advanced: You can confidently communicate with different types of stakeholders, from technical administrators to sales leaders. You know how to explain technical concepts clearly without overwhelming the customer.

CRM & Sales Tool Knowledge – Advanced: You understand how CRMs, dialers, and sales engagement platforms work together. You can guide a customer's technical administrator through configuration and integrations, identify problems, and help coordinate solutions.

Technical Troubleshooting – Advanced: You are comfortable diagnosing technical issues involving CRMs, dialers, and sales engagement platforms and can respond quickly when an issue is affecting a customer's operations.

Process Improvement & Documentation – Advanced: You naturally document what you learn, identify recurring problems, and turn those learnings into repeatable processes, documentation, and team playbooks.

Outbound Sales Knowledge

You understand how outbound sales teams operate, including:

• Sales cadences
• Dispositions
• Lead and list quality
• Data enrichment
• Dialers
• Sales engagement platforms
• CRM workflows
• Connect rates and outbound performance

Most importantly, you understand how these tools and processes affect a sales team's day-to-day performance.

Experience

• 2–5 years of experience in a customer-facing technical role, such as Implementation, Onboarding, Technical Account Management, Technical Customer Success/Support, or Sales Engineering.

OR

• 2–5 years of experience in an SDR or BDR team, worked hands-on with sales tools, and were involved in the full outbound sales process.
• Comfortable using a variety of technology platforms and tools
• Positive attitude: Ability to work well as part of a team, adapt to changes, and perform under pressure

Pay: R18 000,00 - R19 500,00 per month

Application Question(s):

• Reminder: Please ensure you attach your most recent and detailed resume.

What is your WhatsApp Number?

Education:

• Diploma (Preferred)

Experience:

• Client Onboarding, Implementation and Client Tech Support: 2 years (Required)
• CRM and Dialer Configuration: 2 years (Required)
• Contact List Building: 2 years (Required)
• SDR or BDR: 2 years (Required)
• Client Technical Support: 2 years (Required)

Language:

• English (Required)

Work Location: Remote