Customer Success Engineer
2 weeks ago
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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