DescriptionCustomer Success Engineers at Blinkops serve as the trusted technical advisors for our customers being a critical intersection of technical expertise and a focus on customer value. They create value, offer advice, and grow accounts. A Customer Success Engineer must lead technical discussions with Dev Ops , SRE and Sec Ops. The goal is to help our customers to become successful and enthusiastic champions.
The main responsibility of a success engineer is to provide answers, share standard methodologies, onboard and solve technical issues that our customers are facing. Success Engineers also spend time improving documentation, building scalable resources and finding ways to more effectively and when possible proactively resolve customer questions. All of which in partnership with our internal Sales, Marketing, Field Engineering and Product Management.
If you are passionate about customer success, have a strong technical background in security, and thrive in a fast-paced startup environment, we'd love to hear from youYour responsibilitiesThe impact you will have- Manage the onboarding process for new customers, adopting a proactive approach to drive customer satisfaction and enhance their experience.
- Drive customer adoption, loyalty, and expansion by ensuring customers receive maximum value and ROI from our product.
- Implement and improve internal processes for the Customer Success Team, building methodologies to enhance team efficiency and customer management.
- Conduct growth initiatives and Quarterly Business Reviews (QBRs) with customers, presenting value to executives and buyers.
- Maintain customer health by introducing new, valuable features as they become relevant in the customer journey.
- Educate champions and their teams on the value of our product, helping uncover use cases before they become urgent needs.
- Showcase and present value to executives and buyers, engaging key stakeholders beyond nurturing champions.
- Build relationships with executive decision-makers, generating trust and credibility at multiple levels within existing customer accounts.
- Advocate for customer needs internally, collaborating with cross-functional teams to ensure customer value is delivered.
- Work cross-functionally with product, sales, and support teams to foster a strong sense of community and information sharing.
- Ensure accountability for customer success, taking responsibility for delivering value and achieving customer goals.
RequirementsMusts:
- Must communicate well in English in (writing, talking and presenting)
- At least 3 years of experience in Security/SecOps or DevOps
- At least 4 years of experience in Enterprise CSM or Enterprise Account Management
- At least 4 years of experience working in Startups
- Experience in managing Upselling, renewals, and cross-selling
- Experience working with Technical customers
- Experience working with Executives
- Ability to effectively communicate technical concepts and identify patterns in customer experience
Nice to have
- 1+ years Experience in MSSP
- Working with REST API, JSON
- 1+ years experience with code in Python, Bash, etc
Additional Information:The annual base salary range for this position is $100,000 - $170,000 USD + Variable Compensation (where applicable)
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level.
