GTM Engineer

Role summary

We're looking for someone exceptional to lead 2 key areas critical to its success: our customer success efforts and the development of the professional services function of Cargo. This role is crucial for guiding our clients through the implementation of all Cargo's capabilities, shape the direction of our product development and eventually build a robust, scalable implementation partnership network.

The ideal candidate will be passionate about go-to-market strategies and won't hesitate to roll up their sleeves to tackle technical issues. Strong relationship-building skills are a must, as you'll be working closely with Cargo's users to ensure their success. This is a unique opportunity to make a real impact by enhancing our GTM strategies, improving user experiences, and establishing a network of external partners that can grow with us.

Responsibilities

• Solution Engineering: Translate business problems into functioning workflows tailored to various user scenarios. Conduct audits of users' workflows to identify inefficiencies and propose improvements, ensuring optimal performance and user satisfaction.
• Support Engineering: Act as the critical link between our engineering teams and users, facilitating smooth communication and coordination when technical issues arise. Provide timely and effective solutions to user issues while coordinating engineering responses to ensure users are never blocked, maintaining a seamless user experience.
• Customer success: Oversee the entire customer activation and onboarding process, ensuring new customers have a smooth and positive experience from the start. Focus on achieving high levels of customer satisfaction and product adoption. You will significantly impact churn/retention rates and identify upsell opportunities, driving customer loyalty and growth.
• Professional services: Lead the creation and execution of Cargo's external implementation service and partnerships, ensuring high-quality delivery and service.
• GTM strategy: Serve as a trusted consultant to our users, guiding them in the development and implementation of their go-to-market (GTM) strategies. Lack of a GTM background shouldn’t scare you, you’ll be surrounded by our team and our GTM Engineers community to build your expertise.

KPIs

• First Response Time (FRT): Measures the average time taken to respond to a customer’s initial query. Our target is to achieve a response time of less than 15 minutes for high-priority issues.
• Net Revenue Retention (NRR): Evaluates how much revenue is retained or expanded from existing customers over a given period. We aim for an NRR > 130% per quarter, indicating strong customer loyalty and growth.
• Customer Churn Rate: Monitors the percentage of customers who leave during a specific time period. Our objective is to keep the churn rate below 5%.
• Product Adoption Rate: Tracks the percentage of customers actively using key features of our product.

Traits we are looking for

• Problem-solver Mindset: Demonstrated ability to break down complex, unstructured scenarios into linearized execution steps. Experience in support engineering or a similar background is a plus.
• GTM Curiosity: A genuine interest in go-to-market strategies, with bonus points for previous experience in the GTM space.
• Revenue Mindset: Strong soft skills and a sales-oriented approach to upsell our products and services effectively.
• Dealing with Uncertainty: Proven ability to navigate ambiguity and set up new initiatives from scratch.
• Organizational Skills: Capacity to stay organized in a fast-paced environment and manage multiple tasks simultaneously.

Standard benefits

• 🇺🇸 US Trips: Enjoy company-paid trips to San Francisco twice a year.
• 🛂 Visa Sponsorship: Dreaming of living somewhere new? We'll help sponsor your visa application and assist with the process.
• 👋 "We Got Your Back" Budget: Life's little necessities shouldn't be a hassle. Need daycare, new glasses, or a taxi ride? We've got you covered.
• 🌱 Growing You Budget: Your personal and professional growth is our priority. Whether you're continuing your studies, learning something new, or wanting to acquire a new skill, we'll support you.
• 🌎 Fully Remote: We hire the best talent from around the world. Work from anywhere, in any timezone, and travel to meet the team during our quarterly onsites.

Unique perks

• 📈 Equity for Everyone: All full-time employees receive equity in the company.
• 🌏 Onsites: Join us for regular onsite meetings to collaborate and connect with the team.
• 🏝 Unlimited Paid Time Off: Take the time you need to recharge and refresh.
• 🖥️ WFH Budget: Set up your home office with our work-from-home budget.
• 🍽 Meals with Fellow Cargoers: Enjoy meals and social events with your colleagues.
• 📞 Something Missing? Let us know! We're open to suggestions to make your experience even better.

How we hire

• 1-Minute Loom Video: Create a short Loom video (1 minute) showcasing a GTM (Go-To-Market) project you've built. This helps us understand your technical skills and creativity.
• Coffee Chat with the Cargo Squad Team: Join us for a casual coffee chat with the Cargo Squad team. This is an opportunity to get to know each other and discuss your experiences and goals.
• Hack-Day with Cargo Users: Participate in a hack-day where you'll work directly with Cargo users. The day includes:
• Peer-Engineering Session: Collaborate with our team to translate a problem into a workflow using Figma and Cargo. You'll also audit an existing workflow.
• Mock Call: Details to be determined.
• Upsell Exercise: Details to be determined.
• Offer: If everything goes well, we'll extend an offer to join our team!