The Nylas APIs make it an order of magnitude easier for companies to add email, calendar, and contacts integrations to their apps. We wrap old protocols, unify all providers, and index TBs of data. We save customers months of dev time and unlock the richness of email data. By being at the core of business to business communication, scheduling, and contacts, we believe we can accelerate the productivity of work. Hundreds of businesses rely on the Nylas Cloud APIs to power their products, and your role will be critical in ensuring their sustained growth and success. 

Nylas is looking for an intelligent, ambitious and energetic individual to join our customer success team as Director of Implementation Engineering. In this role, you'll work with startup leaders and top technical talent within our industry to help them build robust applications using Nylas APIs.

You will work alongside Nylas engineering, support engineering, and support to help triage and resolve issues that impact reliability and speed of our product. Your deep technical understanding of our infrastructure will allow you to onboard new customers onto our platform. You’ll also work closely with customer success managers as a technical resource able to help them communicate with new technical stakeholders, recognize and prioritize trends in customer issues, and implement processes and automations to address them. 

You should have strong technical aptitude, experience providing empathetic customer care, and the demonstrated ability to lead.

Responsibilities 

• Build and lead the Implementation function. You will hire, motivate, and develop team members as well as define the processes and select the tools that the team will use to deliver services. 
• You will become an expert at Nylas implementation, develop an encyclopedic knowledge of Nylas use cases, and be able to competently advise customers on architectural decisions as well as how to innovate within their product area. Our ideal candidate will be a creative and technical solutions provider, a strong and empathetic communicator, and a skilled relationship builder. 
• Deliver and continue to refine the Nylas onboarding. While many customers are able to integrate with Nylas without engaging Nylas’s implementation team, we’ve found that customers have more success and a shorter time to market when they work with us. You will work with Sales Engineering to onboard customers from across the SMB and Enterprise segments. 
• Host webinars and work with Marketing and Customer Success to develop customer education materials.

Who You Will Work Closely With

• You will report to and work alongside the VP of Customer Success (Customers) formulating and executing on high-level strategy towards company goals
• Our Director of Customer Success (Customers) - coordinating on customer onboarding engagements and handing completed implementations off to support
• Our Head of Sales Engineering (Sales) - ensuring smooth handoffs and turning happy prospects into successful customers
• Our Product people - You will plays a valuable role in sharing customer feedback and connecting our product managers to customers for requirements gathering and feature testing. 

You’ll love this role if you:

• Have managed complex technical implementations at a high-growth SaaS business
• Thrive in the ever-changing (and slightly chaotic!) world of a fast growing startup
• See yourself as a doer-manager and aren’t afraid to get your hands dirty
• Deeply care about customer interactions and understand how they can elevate the brand
• Have a built-in drive to execute, get things done, and make things happen
• Have exceptional communication skills
• Great problem solving skills
• Passion and focus
• Love writing code/scripts to solve problems

 Bonus Points if you have: 

• Experience working with major communications provider APIs (email, phone, text, etc.) 
• Worked with on-prem and private cloud deployments

We’ll Offer:

• Competitive Pay
• Meaningful Equity
• The chance to work with a diverse set of customers 
• The opportunity to join us in building a new category of business
• Collaborative, transparent and fun loving team culture
• Medical, Vision, Dental, Life benefits for you and your family (including One Medical membership)
• 401k, FSA, HSA, Commuter benefits
• $1k yearly Education & Development benefit
• $100 monthly Health & Wellness benefit
• Catered lunch & snacks
• Relocation assistance
• Unlimited vacation (mandatory 2 week consecutive vacation once per year)
• 12 weeks fully paid caregiver leave
• Flexible work hours