Customer Success Technical Engineer

Less than 5 years experience  •  Technology

Salary depends on experience
Posted on 04/19/18
Los Altos, CA
Less than 5 years experience
Technology
Salary depends on experience
Posted on 04/19/18

Position Overview

Given our business model where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving considerable value from our service. As such, we need strong Customer Success Engineers to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, troubleshooting, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, upsell, etc.) with a strong focus on technical capabilities. In this role, you will take ownership of strategic customer accounts in order to establish yourself as a trusted partner to our valued customers. You will also serve as a highly technical escalation point for issues impacting our customer’s success and function as an their internal champion, gathering and sharing the feedback to various organizations like Engineering, Product Management, Support, etc.

Responsibilities

  • Technical troubleshooting
    • Own and drive highly technical requests and investigations within customer environments
    • Directly deliver (both written and verbal) highly technical root cause investigation results
    • Configure all Netskope products and ensure interoperability with existing network devices and systems
    • Drive technical cases and escalations from beginning to end (a majority of day-to-day effort is case work)
  • Manage Customer Success Activities
    • Onboarding
    • Training
    • Customer Success Management (Drive technical critical customer issues and manage - on your own - through to completion; Troubleshooting complex customer environments and provide root cause analysis as well as workarounds)
    • Renewals
    • Cross-sell and upsell without appearing as “selling”
    • Advocacy
  • Drive Customer Success Outcomes
    • Increase renewal rates and reduce churn
    • Expand our revenue in accounts through cross-sell and upsell
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and referenceability
  • Define and Optimize Customer Lifecycle
    • Map customer journey
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey
    • Define segmentation of customer base and varying strategies
    • Identify opportunities for continuous improvement
    • Learn from best practices in industry

Required Experience and Skills

  • Existing hands-on Technical Support or Systems Engineer background with networking and UNIX
  • 2+ years experience in customer and account management experience
  • Self-starter with ability to multi-task in a high-pressure, fast-paced, fast growth environment
  • Be intuitive and inventive by providing solutions and workarounds for customers
  • Team player that shares technical information freely and willingly
  • Ability to scale from the whiteboard to working with security architects to influencing CISOs
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of both post-sales and pre-sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Enthusiastic and creative team player with the ability to inspire others
  • Bachelor’s degree; preference for computer science or related technical degrees

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