Inrupt is building information systems to drive the next era of the web, inspired by the original vision of web inventor Sir Tim Berners-Lee.

Sir Tim co-founded Inrupt to spark an ecosystem of data sharing and collaboration around Solid, the open source web platform he developed through years of research at MIT. Now Inrupt is driving Solid forward with world-class talent, including world renowned cyber security expert Bruce Schneier, scalable data platforms, strategic partnerships, customers in diverse industries, governments and an exceptional group of committed investors.

Inrupt’s technology helps individuals and society be back in control of data for good, gives organizations new opportunities to create value for customers, and allows innovators to thrive in an open marketplace for development. Our products are aimed at an enterprise and government audience, and our vision is to power innovation on the web for the benefit of everyone.

Inrupt is looking for a Head of Customer Experience to grow, manage, and operationalize our Technical Presales, Support, and Customer Success teams. This individual will work closely with the Business Development, Product, and Engineering teams to support business development efforts and refine the customer and prospect experience when partnering with Inrupt.

• 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

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• Extensive client facing experience in both presales and post sales contexts for enterprise solutions
  
• 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 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

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• Familiarity with Linked Data, RDF and related semantic web technologies

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• Flexible working hours
• Work anniversary gifts
• Quarterly remote social events and one annual in person event, this year in Spain
• Enhanced parental leave
• Professional learning and development books allowance
• Unlimited holiday + mental health day
• Annual conference budget
• Support for charitable days off
• $800 or local equivalent home set up allowance for new joiners
• A generous Blue Cross PPO for medical coverage along with Delta for Dental
• 401 K

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