Head of Solutions Engineering

Perplexity • San Francisco, CA

58d

About The Position

Perplexity is looking for a Head of Solutions Engineering to build our solutions engineering and customer success operations teams. Your mission is to build the tools, systems, and processes needed to improve user satisfaction, listen to user feedback, and represent the voice of the customer. In this role, you will manage people, design automations, build tools, and keep operations running smoothly at scale. Build systems: Lead engineers and operations to design and build automated systems and internal tools that make customer success responsive and high-quality. Decide when to leverage external software and how to connect with internal systems Streamline processes: As AI advances, we will need fewer manual steps, better workflows, and more powerful tools that will allow individuals to own larger scope and work on a higher strategic level Accumulate knowledge: Develop onboarding, training, support processes, help center content, and knowledge bases, leveling up the team’s knowledge while raising the bar for quality Gather data: Track key metrics like response times, resolution rates, and customer satisfaction. Use both quantitative and qualitative data to iteratively guide improvements. Scale: Ensure that internal systems and teams can scale as our user base grows Pre-sales: Develop compelling technical demos that accurately communicate a breadth and depth of product features. Communicate the qualitative and quantitative value of a rapidly changing product Post-sales: Leading integration and technical debugging, end-user training, and gathering customer feedback iteratively

Requirements

• Experience leading solutions engineering and operations teams
• Strong track record of designing and implementing automated systems that improve efficiency
• Experience working with engineers to scope, build, and deploy solutions
• Skilled at adapting operational challenges into scalable solutions
• 5+ years in customer success or general management roles, with leadership experience
• Hands-on approach: able to analyze details and resolve issues as needed

Responsibilities

• Build systems: Lead engineers and operations to design and build automated systems and internal tools that make customer success responsive and high-quality. Decide when to leverage external software and how to connect with internal systems
• Streamline processes: As AI advances, we will need fewer manual steps, better workflows, and more powerful tools that will allow individuals to own larger scope and work on a higher strategic level
• Accumulate knowledge: Develop onboarding, training, support processes, help center content, and knowledge bases, leveling up the team’s knowledge while raising the bar for quality
• Gather data: Track key metrics like response times, resolution rates, and customer satisfaction. Use both quantitative and qualitative data to iteratively guide improvements.
• Scale: Ensure that internal systems and teams can scale as our user base grows
• Pre-sales: Develop compelling technical demos that accurately communicate a breadth and depth of product features. Communicate the qualitative and quantitative value of a rapidly changing product
• Post-sales: Leading integration and technical debugging, end-user training, and gathering customer feedback iteratively

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees