Own the onboarding journey, including customer handover from Sales and development of tailored onboarding plans.
Deliver customer training sessions and workshops to drive product adoption.
Support product provisioning and ensure successful technical rollout in partnership with Support and Technical Account Managers.
Maintain regular customer contact and build trusted relationships with stakeholders at all levels.
Capture and share customer insights to ensure feedback flows effectively into the organization.
Escalate and resolve urgent issues impacting customer success.
Influence long-term product roadmap decisions based on customer needs.
Partner with Account Managers on renewals and account growth opportunities.
Track and report on customer outcomes, adoption trends, and satisfaction.
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About Element
Imagine a world where messaging is as open and accessible as email, where you choose where your data lives, and conversations are truly private. This is the future Element is building. Element is the core team behind Matrix.org, the leading open standard for secure, decentralized communication. They develop flagship messaging apps for web, iOS, and Android, alongside EMS, their SaaS platform. Element helps major organizations, including the French, German, and British governments, and international institutions like NATO and the UN, run Matrix securely at scale. They are building a communications ecosystem that protects sensitive information and ensures digital sovereignty.
How We Work
Element is a remote-first company with a globally distributed team. They value working together in the open and are ambitious, iterating rapidly to achieve their mission. Decision-making often happens in open Slack channels. They are committed to a humane hiring process that gives candidates the best chance to show their abilities.
Engineering at Element
Element builds on the open-source Matrix protocol, which ensures a decentralized and interoperable communication network. This approach allows them to offer end-to-end encryption, preventing vendor lock-in and enabling secure communication across different platforms. Engineers tackle the complex challenges of decentralization, data sovereignty, and robust, real-time communication for a global user base. Element's commitment to open source means significant contributions to the Matrix project, with nearly all their code being open to the community.
Why Join Us
Drive the future of open, secure, and decentralized communication, impacting global digital sovereignty.
Contribute to an open-source project with a strong community and a mission for the greater good.
Work in a remote-first environment with a focus on collaboration and rapid iteration.
Solve complex challenges related to end-to-end encryption, data control, and interoperability for high-profile clients like governments and international bodies.
Benefits & Perks
32 days of annual leave (total of 40 days with bank holidays)