Customer Success Engineer

2 days ago

bangalore, India Yellow.ai Full time

Technical skill set required:
Javascript
NodeJS
API Testing tools like Postman , VS code
JSON

Drive Engagement:
Get involved in the customer lifecycle post sale through the duration of their subscription period
Identify solution usage gaps and fill the gaps with the appropriate solution for the customers
Build a deep understanding of the products/solutions and understand the different ways to enhance the usage and the ROI (Return on Investment) of the product
Be part of Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, analyze the value of our product and ROI, and take actions based on the Business reviews
Drive desired customer outcomes through the technical analysis and implementation
Work with the customer success manager to establish development goals and desired success outcomes and then develop a plan to carry them out successfully
Identify and Process Success milestones for the customers

Drive Expansion:
Ensure customer retention by aiding customer satisfaction
Identify opportunities of upselling and cross-selling along with the Customer success Managers
Identify appropriate additional business use cases where Yellow.ai bots can be deployed
Have a strong business sense to keep looking out for new use cases and solutions using our bots to create a win-win situation with customers

Internal:
Communicate and brain-storm with the product team on customer feedback and help refine product roadmap
Optimize existing processes within the company and actively enhance all Customer Success initiatives along with the Customer success manager

External:
Work with the customer teams to execute the necessary use cases and solutions
Drive customer advocacy through innovation using the technical knowledge and plan to achieve great reviews for the product within the customer's organization

Work with the Team:
Work with the customer success manager who will be a coach/mentor
Should have ownership of the tasks and the overall customer/account
Take accountability to build/implement great solutions

Our ideal Customer Success Engineer:
1-4 years of experience in a Developer role servicing enterprise accounts, especially in the SEA region.
Able to quickly analyze the issue and solve it in a short span of time.
Able to explain the issue from a technical perspective to the Adoption/Support team and coordinate with them to solve the issue if required by using innovative solutions
Ability to prioritize, multi-task and perform effectively under pressure
Proven ability to develop working relationships at all team members, both inside your company and within your customer accounts
Experience with APIs and other technical skills mentioned below
Excellent written and spoken communication skills

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