Product Expert Lead

About the role

• Why Product Expert Leadership matters at Hex: The Product Expert team and their knowledge is invaluable to our customers. Support (Product Experts) has been a differentiator for Hex since the beginning and it is important that it stays a first-class experience for our customers. As we grow, and our customers’ needs will become more varied, so how we embed and work with our customers will continue to be important. This role will not only enable the day to day work of folks on our PE team, but also need to think strategically about how the Product Expert team can most effectively spend their time, share their knowledge, and create scaled solutions to support our customers.
• This role will develop a top-notch PE team skilled in technical, timely, and high-quality support to unblock and bring value to Hex’s end users. They will be responsible for hiring, coaching, and mentoring the folks on their team. They will partner cross-functionally with leaders in Revenue, Product, and Engineering to work on our customers’ behalf, share feedback, and impact our roadmap. Success will be measured by team efficiency, customer satisfaction, and the adoption/efficacy of internal processes.

What you will do:

Focus Areas

• Hire, develop, and grow our team of talented PEs
• Build and scale programs/processes to support the PE team as our product evolves, team grows, and complexity in our post-sale customer journey increases
• Cultivate a high-trust, creative, and fun environment for our PE team to work and thrive in

Key Responsibilities

• Support the day to day needs and development of the PE team as they work to educate, unblock, and enable our end users
• Work with Customer, Engineering, and Ops leadership to develop and implement our support methodology across market segments
• Develop an appropriate understanding of Hex’s technology and ecosystem to spearhead projects that better support our customers and PE team
• Partner closely with Product and Engineering leadership on product roadmap, support engineering, release process, customer research, and maintain a tight product feedback loop amongst the teams
• Travel as-needed to build strong customer relationships and the PE team culture

About You:

• 3+ years of experience managing a technical Support team
• 5+ years of prior experience in a data or analytics role or a technical customer-facing role (ie. Solutions Architect, Technical Account Manager)
• Proven track record of successfully hiring, growing, and scaling teams
• Experience supporting a highly technical product (ideally in the data, analytics, or data management space) with a technical core persona (data, engineering, platform)
• Expert technical debugging skills, and an ability to quickly get to speed on a user-question and offer guidance on how to debug/proceed
• Excellent communication and presentation skills with the ability to influence and inspire varied audiences
• Growth-minded with have a desire to build from the ground up and be creative - we’re early stage and this will be a very hands-on role with a broad remit
• Highly accountable and are able to effectively manage your and your team’s time and priorities with limited oversight needed
• Develop & manage team goals, metrics, & reporting

In addition to our unique culture, Hex proudly offers a competitive total rewards package, including but not limited to, market-benched salary & equity, comprehensive health benefits, and flexible paid time off.

The salary range for this role is: $144,000 - $205,000
The salary range shown may be a reflection of additional factors such as geographical location and skill ranges/levels we’re open to. Placement in the salary range will be decided upon completion of the interview process, taking into account factors like leaving room for growth, internal fairness & parity, your demonstrated skills, and the depth of your experience. Our Recruiting team will be able to provide more details during the interview process.