Open (YC W24)

• Identify product opportunities: Spot gaps or improvements before anyone asks you to. Bring proposals, not just execution. • Talk to users directly: Understand problems by speaking with the people experiencing them. No layers, no filtered requirements. • Ship features end-to-end: Plan, prioritise, and implement full-stack features (React + TypeScript) from concept to production. • Own quality: Code reviews, testing, performance, reliability this is your product as much as anyone's. • Collaborate closely: Work with the Customer Engineering team to incorporate real user feedback into what you build next.

• Primary Technical Point of Contact: Respond fast to customer queries, join video calls, and own resolution end-to-end. • Lead Technical Onboarding: Guide enterprise customers through setup, configuration, and integration with tools like Zendesk, Intercom, HubSpot, and others. • Debug & Troubleshoot: Diagnose and resolve complex issues in live customer environments. • Ship Code: Implement fixes, integration enhancements, and small features directly in the Node.js / TypeScript codebase. • Collaborate with Product Engineering: Share customer context, escalate systemic problems, and help prioritise what the team builds next. • Develop Platform Expertise: Build deep knowledge of our AI agents and prompt engineering so you can effectively advise customers on optimising their support operations. • Document & Scale Knowledge: Document recurring issues, solutions, and integration patterns to strengthen internal knowledge and customer resources.

- Onboard customers and ensure successful platform implementation, serving as a liaison between customers and engineering. - Manage integrations with ticketing systems and workflows, and establish clear work processes. - Lead complex technical onboarding involving API integrations, system design, and data migrations. - Resolve escalations as primary technical contact, collaborating with engineering to fix bugs. - Advise on security protocols, authentication, and infrastructure scaling best practices. - Audit usage data to optimize platform performance and identify underutilized features. - Translate technical documentation into clear training resources for non-technical teams. - Conduct business review health checks to align product performance with client goals. - Proactively monitor customer health to prevent churn and identify growth opportunities. - Drive account growth by identifying expansion options and secure renewals by demonstrating ROI. - Advocate for customers by converting feedback into structured product feature requests.

• Lead End-to-End Onboarding: Own every customer implementation from kickoff through go-live: setup, configuration, integrations, and adoption. • Configure the Platform: Set up Open.cx to match each customer's workflow, including connecting tools like Zendesk, Intercom, HubSpot, and others. • Train Customer Teams: Run enablement sessions and ensure successful adoption at every level of the customer organisation. • Debug & Troubleshoot: Resolve complex implementation issues, including third-party integrations. • Collaborate Internally: Work closely with Customer Engineering and Product teams; share customer feedback and help prioritise improvements. • Build Platform Expertise: Develop deep knowledge of our AI agents and prompt iteration so you can advise customers on their optimal setup. • Document & Scale: Write up recurring implementation patterns to strengthen internal knowledge and customer resources.

• Own implementation personally — take enterprise customers from signed contract to live production in collaboration with our customer engineering team: scoping each deployment, designing integrations with their helpdesk and workflows (Zendesk, HubSpot, Salesforce, Intercom, Freshdesk, and more), and getting their AI agents resolving real conversations. • Get customers live, and to value — a kickoff call is not success; a customer automating at scale in production and renewing because the ROI is undeniable is. You will own go-live as the metric that matters and clear every blocker between signature and success. • Navigate complex enterprise cycles — partner closely with sales and engineering through long, high-stakes deals with many stakeholders, security reviews, data migrations, and legacy systems, keeping business and technical stakeholders aligned from pre-sales scoping to post-sales expansion. • Build the playbook, then the team — codify what works into a repeatable implementation methodology, then hire and lead the Customer Success and Implementation team across Europe, coaching them to the bar you have set. • Be the voice of the customer — turn what you learn on the front line into sharper onboarding, a better product, and stronger retention, working directly with our founders and engineers, who talk to customers every day.