Forward Deployed Engineer – Churn Prevention

Job Purpose
Working with the SVP Professional Services, the Forward Deployed Engineer (FDE) embeds directly with strategic enterprise customers to bridge the gap between complex technical solutions and overarching business outcomes. The FDE acts as a highly technical, customer-facing architect who ensures successful implementation, deep product adoption, and proactive churn prevention by maximizing the platform's value within the client's unique technical ecosystem.

Key Responsibilities

• Act as the technical vanguard for strategic accounts, ensuring rapid time-to-value, seamless integration, and long-term platform stability.
• Operate within Specialized Renewal "SWAT" Teams: Conduct proactive system health checks, complex configuration tune-ups, and architectural optimizations for at-risk accounts or those with upcoming renewals, ensuring the platform runs at peak efficiency.
• Enable Executive Sponsorship Programs: Equip internal executive sponsors with deep technical insights, architecture roadmaps, and telemetry data to facilitate high-level, peer-to-peer alignment and unblock technical escalations.
• Drive Value Realization: Map technical milestones and system outputs directly to the customer's original business success criteria, providing concrete data and technical narratives for Quarterly Business Reviews (QBRs).
• Leverage Customer Success Telemetry: Continuously monitor real-time system performance, API error rates, and usage telemetry to proactively identify, troubleshoot, and resolve technical bottlenecks before they impact the customer experience or escalate into churn risks.
• Deliver Continuous Enablement and Training: Act as the ultimate subject matter expert to the client's engineering and operations teams, providing targeted "train-the-trainer" sessions, custom technical documentation, and best practices to mitigate knowledge loss resulting from client staff turnover.
• Collaborate closely with internal Product and Engineering teams, routing customer feedback, edge-case requirements, and integration challenges directly into the product development lifecycle.
• Serve as the primary escalation point for complex, high-stakes technical issues that fall outside standard support workflows, ensuring rapid resolution and maintaining customer trust.
• Take initiative and ownership across engagements, demonstrating accountability and a strong propensity toward change and process improvement.
• Utilize AI-enabled tools (e.g., chatbots, documentation automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.