Customer Success Engineer

2 weeks ago


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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