Lead Customer Success Engineer
3 weeks ago
The Role
We are looking for a Lead Customer Success Engineer based in Hyderabad, India. As a customer success engineer, you will be championing solutions (IoT devices + SaaS) to our customers. In this position, you will get to work on engagements with some of the most complex supply chain challenges. You will have opportunities to grow and make a significant impact on the product roadmap, product development and sales enablement.
Responsibilities
- You will be involved in customer engagements right from discovery to pre-sales to commercial deployments - customer onboarding, ongoing support and customer education.
- Pre-sales: Work closely with the sales team to discover the customers challenges.
- Help document customer project requirements and summaries.
- Prepare Solution Architecture documents to guide the customer on their usage of the products.
- Account enablement: Using your knowledge and insights about the customer&aposs requirements and solutions, guide the customer with the right solution that meets their needs.
- Assist in demo preparation, customer onboarding, and enablement.
- Assist sales teams with timely execution of POCs and commercial deployments.
- Work closely with customers, sales and product teams to ensure seamless customer onboarding and enablement.
- Post sales: Continue to proactively monitor customer deployments and address any problems/concerns in a timely manner. Ensure success and satisfaction of our customers.
- Help build a trusted partnership between us and customers.
- Collaborate with product & engineering teams, bringing timely feedback from customers.
- Upsell: Be up to date with new and upcoming solutions . Train and educate customers about these new solutions. Identify areas where customers can deploy these solutions to get the maximum ROI.
- Contribute to a technical knowledge base, develop application notes, training, and customer education.
- Support resellers and distributors of solutions with technical guidance and training.
Qualifications
- Bachelor or Masters degree in relevant stream.
- Experience and working level expertise with IoT technologies like BLE and Cellular.
- Minimum 4 years experience in customer success, sales enablement or solution engineering field.
- Experience with REST APIs, using Postman collections, API documentations.
- Ability to learn quickly with strong problem-solving capabilities. Highly collaborative approach, with excellent communication skills.
- Ability to clearly communicate and explain solutions to non-technical associates/partners/customers in the logistics and supply chain industry.
- Ability to prioritize and manage tasks in a fast paced environment.
- Must be hands on, entrepreneurial and able to translate customer expectations into executable plans.
- Evidence of being outcome-oriented with the highest degree of tenacity and commitment -- holding themself accountable to customer expectations, deliveries and timelines.
- One of the following will be an advantage:
- Embedded Application Development.
- Cloud Architecture and Solutions certification or knowledge.
- Expected Domestic travel 20%-30% of the time
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