Customer Solutions Specialist

| Greater Boston Area

About Drift

Drift is the new way businesses buy from businesses. With its quickly evolving set of tools and playbooks, Drift is the world’s leading conversational marketing platform, trusted by top enterprise businesses like Marketo, Okta, Outreach, Ellie Mae, and over 150,000 other businesses. Sales and marketing teams rely on Drift to connect now with the customers who are ready to buy now. Based in Boston, Drift was founded by serial marketing technology entrepreneurs David Cancel and Elias Torres and is backed by leading venture capitalists including CRV, General Catalyst, and Sequoia.

About the role/ About the team (Optional)  

We put the customer at the center of everything we do, and everyone who works at Drift has a part in driving customer success. The goal of the Professional Services Team is to ensure our customers launch Drift successfully, adopt it into their organization, and achieve the results and value they want in partnership with the Customer Success team. We are currently looking to grow our team of Customer Solutions Specialists to help our clients design and implement an ideal set of integrations with the rest of their sales and marketing tech stack. 

What you’ll be doing on the team:

  • Partner directly with our Drift customers, designing system integration and data flow strategies based on their Sales & Marketing tech stack.
  • Work seamlessly with the Customer Success team to ensure the technical needs of customers are met during onboarding in line with their goals and KPIs.
  • Develop a solid understanding of your customers’ marketing and sales tech stacks, including the information that flows through it to be pushed into and pulled out of Drift to drive accurate attribution.
  • Partner closely with the platform development team in leveraging our API to solve customer problems.
  • Work closely with the product and engineering team to influence new product features and capabilities based on customer feedback.
  • Contribute to developing process and practices for future Customer Solution Specialists.

In one month you'll 

  • Attend comprehensive organization training and learn the Drift story, our leadership principles, how we communicate and do work, as well as our goals for the future.
  • Experience in-depth product training, including learning how to use the product for your own business.
  • Gain a detailed understanding of the customer lifecycle, with emphasis on post-sale onboarding and success processes.
  • Develop a deep understanding of Drift’s native and custom integration capabilities.
  • Have 1:1 meetings with your direct manager and meet with other key players on the customer and product teams.
  • Shadow colleagues and learn best practices for what make Drift Customers successful
  • Begin to be responsible for your very own portfolio of customers and running integration calls.

By month 3 you'll 

  • Continue to master your knowledge of Drift product, have a deep understanding of how clients measure success of Drift, and become an integration expert.
  • Fully understand our internal ecosystem and be able to collaborate cross-functionally to provide the best in class sales process.
  • Work with your customers daily, delivering value and helping them achieve their goals.
  • Should be achieving your Customer Onboarding targets and KPIs.

By month 6 you'll 

  • Drive customers successfully through onboarding within a fast paced environment.
  • Continue to master complex integration and custom API configurations.
  • Consistently meet or exceed your onboarding goals.
  • Work with your manager to identify a plan of continued growth.
  • Bring your thinking, strategy and ideas to the team to advance our creative culture and vision for the future.

About you and what type of skills you’ll need:

  • Minimum 1 year in a SaaS based industry
  • Creative, technical and obsessed with the customer experience
  • Technical understanding of Salesforce and marketing automation systems including Marketo, Eloqua, and Hubspot
  • Strong working knowledge of HTML, CSS, and JavaScript
  • Resilient and can take candid feedback in stride - you’re always looking for ways to improve
  • Ability to juggle priorities and synthesize multiple perspectives to get the most important thing done in line with strategic goals/KPIs
  • Passion for engaging with customers, discussing strategy with colleagues, but also diving into the weeds of unique technical challenges

Drift is committed to being an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Drift is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected]

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

Location

Right in the heart of Back Bay 🙏

An Insider's view of Drift

What are some social events your company does?

Every summer we take a few days as a team and head to Western Massachusetts for Camp Drift! Camp is an amazing weekend where we take a moment to celebrate what we have accomplished, and set goals for the coming year.

Lacey

Public Relations

How do you collaborate with other teams in the company?

I feel really lucky because I get to work with the Sales, Customer Success, Product, and Ops team on a regular basis. We say "One team, one dream" un-ironically and are always willing to hop into anything that benefits the customer.

Sara

Conversational Marketing Specialist

What makes someone successful on your team?

Our leadership principles are the core of who we are and how we operate every day. Bringing these in to your actions, decisions, and how you deliver results is the surest way to be successful here. Walk the talk. Focus on the customer. Deliver results every single day.

Kari

Director of Learning and Development

What is your vision for the company?

Today, all of our lives run in real-time. As a result, our expectations for how we communicate with businesses have changed: we expect answers in real-time too. Customers have all of the power today, and that’s why we put a premium on how we’re treated. Businesses need to adapt to this shift in order to thrive today, and that’s what we focus on.

David

CEO, Co-Founder

What’s the vibe like in the office?

High-energy! From sales, to marketing, to customer success and beyond everyone rallies around one common goal which is putting the customer first. End of month is always exciting for this reason.

Amanda

Customer Success Manager

What are Drift Perks + Benefits

Drift Benefits Overview

Our employees are our greatest asset. To take care of you and your family we offer an extensive employee benefit plan. On top of comprehensive health, dental, and vision plans, we also offer generous PTO, parental leave for primary and secondary caregivers, 401K matching, wellness perks and discounts, free lunch, snacks and coffee every day, the Drift book club (one free book of your choosing a month!), a mentor series, and more.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Team workouts
Every other week Inner City Weightlifting comes to the office to teach a fitness class to Drift employees.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Sabbatical
After working at Drift for three years, all Drift employees are eligible for a month-long sabbatical.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Promote from within
Mentorship program
We believe in the power of mentorship and regularly bring external guests into our office to teach us.
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