Back

Customer Success Engineer II

Washington D.C.
9 days ago
Full time role

Company

Planet started as a small team of physicists and engineers, and now operates the world's largest constellation of Earth-imaging satellites. ...

View Company Profile

Job Description

Welcome to Planet. We believe in using space to help life on Earth.

Planet designs, builds, and operates the largest constellation of imaging satellites in history. This constellation delivers an unprecedented dataset of empirical information via a revolutionary cloud-based platform to authoritative figures in commercial, environmental, and humanitarian sectors. We are both a space company and data company all rolled into one.

Customers and users across the globe use Planet's data to develop new technologies, drive revenue, power research, and solve our world’s toughest obstacles.

As we control every component of hardware design, manufacturing, data processing, and software engineering, our office is a truly inspiring mix of experts from a variety of domains.

We have a people-centric approach toward culture and community and we strive to iterate in a way that puts our team members first and prepares our company for growth. Join Planet and be a part of our mission to change the way people see the world.

Planet is a global company with employees working remotely world wide and joining us from offices in San Francisco, Washington DC, Germany, and The Netherlands.

About the Role:  

This role will be based in Washington, D.C. The Customer Success team at Planet Federal is seeking a new Customer Success Engineer (CSE) to help our customers get the most out of Planet products by being a technical resource working with Customer Success Managers (CSMs) and other departments. A CSE works with customers to make them better users of Planet's product offerings. Your efforts will be directly visible in customers' ability to make global change actionable, enabling better business decisions and situational awareness. 

The ideal candidate is a self-starter, creative thinker, and a great communicator. Maintaining a human-centered approach, you will help drive value realization and return on the client’s investment. In addition, you will utilize your good working knowledge of remote sensing, GIS and geospatial imagery products to be our customer’s go-to Planet ambassador. 

This role is based out of our downtown Washington, D.C. office.  You will at times need to travel to customer sites, mostly in the metro D.C. area but occasionally much farther. 

If you are motivated and results-driven, and enjoy working in a team environment, we’d like to meet you.

Responsibilities:

  • Customer Success
    • Partner with CSMs to ensure customers are getting value in Planet’s products through a structured onboarding and regular updates.
    • Propose creative and timely solutions to solve key challenges to adoption and value that strategic customers are encountering.
    • Assist customers to expand their usage and adoption of our products.
    • Execute proposed solutions in one of three ways: (1) directly if the effort and following maintenance is low, (2) via customer resources, or, (3) via Professional Services.
    • Organize and lead webinars and workshops (internal and external).
  • Engineering & Product Side
    • Provide product and technical guidance, and best practices towards customer success related to customer success managers, partners, and customers.
    • Serves as a product champion with the customer success team and work closely with cross functional teams, such as Product, Technical Support etc. to ensure customers are getting value in Planet’s products.
    • Work closely with Product Managers (PMs) to resolve critical product issues faced by customers.
    • Lead EAP (Early Access Programs) in conjunction with Product Team and CSMs.
    • Support and implement customer feedback, and share these with other internal cross-functional teams, such as Product team, Technical Support team etc.
    • Share and create tools and resources to help customers successfully adopt Planet’s solutions for their use.

What You Bring:

  • 2+ years of relevant experience in customer support or client service
  • Experience in Department of Defense / Intelligence Community
  • Excellent verbal and written communication skills in English
  • Expertise with QGIS, SocketGXP, Esri software, GDAL or other common geospatial software.
  • Ability to successfully communicate and coordinate with international customers & sales team
  • Strong problem-solving skills and proactive working style
  • Ability to multitask, prioritize and manage time effectively
  • Proven ability programming with Python to process imagery, manipulate vector data, interact with APIs and build data pipelines and complex reporting
  • Demonstrated ability to lead customer engagements
  • Ability to run workshops or training sessions with users.
  • Eligibility for a US Government security clearance up to TS/SCI

What Makes You Stand Out:

  • Familiarity with CRM systems and practices.

Some Press About Us: 

Our CEO, Will Marshall featured on TED and featured in a Planet Blog

“Planet: Bringing Space Back Down to Earth”

Tiny, privately owned satellites are changing how we view the Earth features in NBC News

“Planet And Rocket Lab Create Mission Patch To Honor Women In Aerospace” —Planet Blog

Why we care so much about Belonging. 

We’re dedicated to helping the whole Planet, and to do that we must strive to represent all of it within each of our offices and on all of our teams. That’s why Planet is guided by an ultimate  north star of Belonging, dreaming big as we approach our ongoing work with diversity, equity and inclusion.  If this job intrigues you, but you’re thinking you might not have all the qualifications, please... do apply!  At Planet, we are looking for well-rounded people from around the world who can contribute to more ways than just what is listed in this job description.  We don’t just fill positions, we aspire to fulfill people’s careers, most excited about folks who are motivated by our underlying humanitarian efforts.  We are a few orbits around the sun before we get to where we want to be, so we hope you’re excited to come along for the ride. 

EEO statement:

Planet is committed to building a community where everyone belongs and we invite people from all backgrounds to apply. Planet is an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. 

Accommodations:

Planet is an inclusive community and we know that everyone has their own needs. If you have a disability or special need that requires accommodation during the interview process, please call Planet's front office at 669-214-9404 or contact your recruiter with your request. Your message will be confidential and we will be happy to assist you.

Privacy Policy: By clicking "Apply Now" at the top of this job posting, I acknowledge that I have read the Planet Data Privacy Notice for California Staff Members and Applicants, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.

Planet started as a small team of physicists and engineers, and now operates the world's largest constellation of Earth-imaging satellites. ...

View Company Profile