GTM Engineer

Role and Responsibilities

The GTM Engineer will focus on several key areas to enhance our customer experience and drive business growth. Below is a detailed breakdown of the responsibilities, including specific examples of projects they might undertake:

1. Optimize Internal Customer Support:

• Analyze current customer support workflows to identify inefficiencies and areas for automation. For instance, investigate why Allium is not responding to customers fast enough and propose solutions.
• Implement AI-powered chatbots or other technologies to handle routine customer queries about common issues like data access or platform usage, aiming to reduce response times.
• Develop alert systems to ensure prompt responses to critical customer issues related to our blockchain data platform, such as setting up notifications for high-priority tickets.
• Examples of projects:
• Implementing a machine learning model to predict ticket priorities, ensuring urgent issues are addressed promptly.
• Creating a chatbot using natural language processing for common queries, such as guiding users on platform navigation.

1. Improve Customer Onboarding Process:

• Evaluate the existing customer onboarding process and identify steps that can be made self-service, addressing why customers might need to contact an Allium engineer for issues they could resolve independently.
• Create or enhance documentation and tutorials focusing on using our blockchain data platform effectively, such as guides on querying data schemas.
• Implement a self-service portal or knowledge base where customers can find answers to common questions without needing direct engineer intervention, reducing dependency on support teams.
• Examples of projects:
• Developing interactive tutorials for new users, such as video walkthroughs on setting up data integrations.
• Setting up a comprehensive FAQ section in our help center, covering topics like data verification and schema usage.

1. Enhance Customer Engagement and Growth:

• Use data analytics to identify customers who are highly engaged with our platform, such as those frequently querying data or using multiple features, to understand their behavior and potential for expansion.
• Develop strategies to encourage these customers to expand their usage or refer new customers, such as through loyalty programs or referral bonuses tailored to our blockchain data platform users.
• Implement referral programs, loyalty rewards, or other initiatives to increase customer retention and acquisition, such as offering discounts for referrals.
• Examples of projects:
• Designing a referral program with incentives for both referrers and referees, encouraging word-of-mouth growth.
• Creating targeted email campaigns for engaged customers promoting advanced features or upgrades, such as real-time alerting capabilities.

1. Technical Implementation:

• Write code to implement solutions for customer support automation, documentation improvements, and growth initiatives, ensuring they align with our platform's architecture.
• Deploy and manage AI agents or other technologies internally to support these efforts, such as integrating AI for automated responses in customer support.
• Ensure that all technical solutions are scalable, maintainable, and aligned with our platform's needs, supporting our coverage of 60 blockchains and 1000 schemas.
• Examples of projects:
• Building a dashboard using BI tools like Tableau or Power BI to track customer engagement metrics, such as query frequency and feature usage.
• Integrating third-party APIs for enhanced functionality in customer support tools, such as connecting with CRM systems for better customer tracking.

Required and Preferred Qualifications

To succeed in this role, candidates should possess a mix of technical, analytical, and strategic skills. The following qualifications are essential:

Aspect

Details

Required Qualifications

- Bachelor's degree in Computer Science, Engineering, or a related field.

- Strong programming skills in languages such as Python, JavaScript, etc.

- Experience with data analysis tools and techniques (SQL, BI tools like Tableau, Power BI).

- Understanding of growth hacking principles and A/B testing.

- Familiarity with sales and customer relationship management (CRM) tools.

- Excellent communication and collaboration skills.

- Ability to work independently and manage multiple projects.

Preferred Qualifications

- Master's degree in a relevant field.

- Experience with blockchain technology or data platforms, given Allium.so's focus.

- Knowledge of AI and machine learning for customer support automation.

- Previous experience in a similar role or in a startup environment, which aligns with Allium.so's innovative approach.