Head of Customer Experience (US Based)

Head of Customer Experience (US Based)

About Inrupt

Sir Tim Berners-Lee created Solid to realize the web as he fully envisioned it. It's an Open Standard that connects people to their data.

Inrupt provides enterprise-grade Solid software and services. Our products are the expression of decades of experience in security, compliance, and operational excellence.

Inrupt powers innovation for the shared benefit of individuals, developers and organizations. We lead a worldwide movement of inventors, investors, technologists, business leaders and governments who are committed to a web that works for everyone.

Governments and corporations are in early stages of deployment, the Company is very well funded and poised for significant scale.

  • Oversee the Technical Presales, Support, and Customer Success disciplines at Inrupt, and grow these teams as necessary
  • Build high level customer relationships to establish trust, credibility and enable future value creation
  • Create and enforce processes and policies for onboarding, supporting, and ensuring the satisfaction of Inrupt customers
  • Advise customers on architectures, patterns, and strategies for making the best use of Inrupt technology
  • Expertly articulate the business value of Inrupt solutions
  • Support business development activities such as presentations, case studies, technical discovery, demos, proof of value, and documentation of technical decision criteria
  • Troubleshoot issues existing customers have with Inrupt technology
  • Translate technical concepts and patterns into business benefits for management and executives
  • Act as a liaison, collecting feedback from the field to relay back to the Product Management team
  • Confidently handle topics around technology, security and product integrations
  • Explain the capabilities of our products and how they may fulfill customer requirements
  • Collaborate with internal subject matter experts and Consulting Architects to devise client solutions
  • Work closely with Business Development and Account Managers to pursue Inrupt business goals
  • Align with customer stakeholders to ensure we understand and are poised to support their long term strategies and business goals
  • Ensure SLA’s and contractual obligations are met from a support and service perspective
  • Prepare the technical aspects of RFP/RFI responses

About You
  • Extensive client facing experience in both presales and post sales contexts for enterprise solutions, ideally with some experience in successful start ups
  • Experience leading multiple teams across varying disciplines
  • Experience building teams from the ground up
  • You are an excellent communicator who is able to guide and influence senior stakeholders
  • You have excellent presentation skills and are able to explain complex topics in simple language
  • You are an expert in the architecture and design of distributed systems for large scale enterprise grade solutions
  • You have a solid grasp of business data management
  • You have experience with structured and unstructured data
  • You have familiar with at least one of the major cloud platforms and some of their PaaS and CaaS services
  • You have experience with systems integration within an enterprise

  • Familiarity with Linked Data, RDF and related semantic web technologies
  • Familiarity with authentication and authorization technologies such as OIDC and OAuth2.0

How we will support you

We strive to empower our team members to be self-directed and self-motivated in their work.

  • Remote First: We've always been a fully distributed company with team members all over the world.
  • Commitment to Personal Growth: Every team member has an annual budget to invest in their professional development including an annual conference budget.
  • Work/Life Balance: Flexible working hours and unlimited paid time off. We want you to thrive both in and out of the office. We trust you to use good judgment and take the time off that you need to bring your best self to work.
  • Social Events: As a fully remote company it’s important that we get some time together to socialize and get to know one another outside of the day to day projects and meetings we work on.  Therefore, we organize quarterly online social events e.g remote cooking classes, quizzes etc.
  • Work Anniversary Gifts
  • $800 Office Set-Up Allowance

If you think you might thrive in this environment, we would love to hear from you.

Diversity, Equity, and Inclusion

Inrupt provides equal work opportunities to all team members and applicants, and it prohibits discrimination and harassment of any type on the basis of race, color, ethnicity, caste, religion, age, sex (including pregnancy), national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by our policies or federal, state, or local laws.

We want to ensure that our hiring process is accessible. If you need reasonable accommodation for any part of the application process because of a medical condition or disability, please send an email to jobs@inrupt.com to let us know the nature of your request.

Additional Considerations
  • Sometimes we meet up! Expect some travel: once a year for our all-hands meetup and occasional team meetings throughout the year, usually in London.
  • A successful candidate will be subject to a background check and must receive satisfactory results of the same, as a condition of joining the team.
  • By applying for this role, you confirm that all information submitted is accurate and complete. You further acknowledge that providing false or fraudulent information during the application process is cause for denial of an offer, revocation of any existing offer, or other adverse action, up to and including termination after the start of your commencement of work.
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