Department Overview:
The customer success team includes support, customer operations and solutions engineering. Responsible for generating value for our customers by ensuring clients are using InfoSum to its full potential, have the necessary support and regularly feedback client use cases internally.
Sub Department overview:
Customer Success is responsible for understanding, representing and delivering outstanding customer services to InfoSum signed clients. This is achieved by consulting on 1PD strategy, platform usage and partnerships. The team feedback to the business core requirements and opportunities discovered with the intention to collaborate across internal departments for renewals, platform challenges, upselling, case studies, legal queries to maintain service for clients.
Job Overview:
As the Director of Solutions Engineering within the Customer Success team, you will play a crucial role in ensuring InfoSum’s customers maximize the value of our platform. You will lead a team of Solutions Engineers, providing technical expertise and strategic guidance to help clients implement, optimize, and scale their use of InfoSum’s technology. This role requires a blend of technical acumen, leadership, and customer engagement skills to drive successful outcomes for our clients and support InfoSum’s growth.
Core Responsibilities:
- Lead and mentor the Solutions Engineering team, fostering a culture of technical excellence and customer-centric problem-solving.
- Partner closely with the Customer Success and Sales teams to understand client needs and provide technical solutions that drive adoption and value.
- Act as a strategic advisor to customers, guiding them on best practices for data collaboration, identity resolution, and platform integration.
- Oversee the implementation of InfoSum’s technology for new clients, ensuring seamless onboarding and integration with existing data ecosystems.
- Collaborate with Product and Engineering teams to relay customer feedback and influence product development priorities.
- Develop and refine technical documentation, best practices, and training materials to support customer onboarding and ongoing education.
- Ensure the team proactively identifies opportunities to expand usage, optimize performance, and drive long-term customer success.
- Support pre-sales activities, providing technical expertise during client engagements and helping to articulate the value of InfoSum’s platform.
- Manage technical escalations, troubleshooting complex challenges, and coordinating with internal teams to deliver resolutions.
- Drive continuous improvement within the Solutions Engineering function, refining processes to enhance efficiency and customer impact.
- Additional responsibilities as required by the business.
Additional company wide requirements
- Understand and comply with InfoSum’s security and privacy policies, ensuring a strong commitment to data security in all technical activities.
Requirements
- 10+ years of experience in solutions engineering, technical consulting, or a related field within the ad-tech, mar-tech, or data technology space.
- Strong understanding of data collaboration, identity resolution, and the digital advertising ecosystem.
- Experience working with cloud-based technologies, APIs, and data platforms.
- Proven ability to lead and mentor a technical team, fostering growth and development.
- Excellent problem-solving skills, with the ability to troubleshoot complex technical issues and drive solutions.
- Strong customer-facing communication skills, with the ability to translate technical concepts into business value for diverse audiences.
- Experience managing technical relationships with enterprise clients and navigating complex integrations.
- Ability to work cross-functionally with Product, Engineering, and Sales teams to drive customer success.
- Knowledge of data privacy regulations (GDPR, CCPA) and their impact on data collaboration.
- Familiarity with tools such as SQL, Python, or other data processing technologies is a plus.
Benefits
A competitive salary based on your experience and ability to perform in role
25 days annual leave (excluding bank holidays) + a day off for your birthday + 2 Volunteering days
Private medical insurance
Life assurance - 4x your base salary
Fantastic corporate discounts and mental wellbeing support, including a top of line EAP.
Salary sacrifice schemes
Enhanced Maternity, Adoption & Share Parental Leave
We also reward our teams with monthly socials, 4pm finishes on a Friday & 3pm Fridays finishes during the summer months of June, July and August, 3 extra days off during the Christmas holidays and a culture built on recognition, collaboration and success
