Sales Engineer/Implementation Specialist

Helpshift bridges the gap between traditional customer service channels—like email and phone—and today’s mobile-first consumers who prefer messaging. Our AI-powered platform enables companies to resolve issues faster and boost customer satisfaction. Trusted by leading brands, Helpshift powers messaging-first support on over 2 billion devices and serves 820 million+ active users monthly.  As we expand into Japan, we’re seeking a driven, solution-oriented Sales Engineer to join our fast-paced, tech-forward team. You’ll play a key role in supporting and managing the sales process from a technical and onboarding perspective within our Sales & Business Development team. 

Key Responsibilities Pre-Sales & Solution Engineering  • Provide technical support throughout the sales cycle, including discovery sessions, product demonstrations, proof of concepts, and trial environments. 

• Lead responses to RFPs, RFIs, and RFQs, and deliver compelling technical presentations tailored to customer needs. 

• Assist customers with SDK implementations and showcase Helpshift’s capabilities through demo applications and custom use cases. 

Implementation & Onboarding  • Manage the technical onboarding process end-to-end—from trial setup to go-live—ensuring a seamless and successful customer experience. 

• Collaborate with the Adoption and Professional Services teams to design customized workflows and integrations. 

• Monitor implementation KPIs to drive early value realization and reduce time-to-productivity for customers. 

Customer Success & Enablement  • Maintain high levels of customer satisfaction by managing expectations, addressing technical concerns, and ensuring smooth deployments. 

• Act as a product expert in Helpshift’s administrative and AI tool suite, including bots and automation features critical to customer support operations. 

• Work cross-functionally with Account Management, Operations, and Customer Success to ensure a unified customer journey and maximize retention. 

Content & Process Optimization  • Create and maintain internal and external technical documentation, sales enablement materials, and best practices specifically tailored for the Japanese market. 

• Identify and implement process improvements in the technical sales cycle that reduce friction and shorten sales timelines. 

• Contribute to training programs, knowledge bases, and documentation that enhance internal team efficiency and customer education.