Customer Success Engineer
On-sitePune, Maharashtra, India
Job Summary
Assist accounts through defined implementation and onboarding processes, providing initial basic training and consulting on best practices to ensure clients receive value within the first 90 days. Shepherd clients through professional services engagements, manage customer cases effectively while meeting defined SLAs, and address experience issues proactively to mitigate churn risk. Formulate ongoing meeting cadences with assigned accounts, act as the primary escalation point for technical issues with Support, and conduct renewal cycle business reviews showcasing product value. Provide constant availability during critical situations and outages, while encouraging participation in product initiatives like webinars and roadshows.
Required Qualifications
- Exceptional customer service and communication skills
- Strong troubleshooting skills and methodology
- Proficient in SalesForce
- Proficient in Microsoft Office Suite
- Proficient in Google Suite
- Ability to follow structured process and information entry
- The ability to work in a fast-paced dynamic environment during tremendous growth
- 2+ years experience in customer facing support roles
- 3+ years experience supporting or administering SaaS ITIM products
- 3+ years experience in Linux, Windows, or Network administration
- 3+ years experience with cloud platforms (AWS, Azure, etc.)
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