Customer Success Engineer

Overview:

JOB DESCRIPTION:

1. JOB IDENTIFICATION

APTEAN JOB TABLE:

APTEAN JOB LEVEL: B

APTEAN JOB TITLE : Customer Success Engineer

1. JOB Qualification

• Minimum 1-3 year of experience in Customer Success or Customer Support.
• Excellent communication skills and the ability to transform customer conversations into business-driving relationships while still managing to serve the customers' goals as best as possible.
• Has worked directly with Large Enterprise Customers in the Americas region
• Has an exceptional ability to communicate and foster positive business relationships
• Demonstrates a deep understanding of customer's concerns regarding the use of products
• Managed customers across different segments in the past and knows how to manage them differently
• Strong analytical and goal-oriented mindset backed by basic-to-advanced project management knowledge.
• Managed customers across different segments in the past and knows how to manage them differently
• You are passionate about solving problems by understanding customer needs. Should have a growth and learning mindset to solve additional challenges
• Required business experience to create reports, conduct QBRs, and learn about how CS impacts business development.
• You keep yourself generally aware about different applications enterprises use for their workforce and business processes
• Exhibits a true passion for customers and for Customer Success
• Must have prior basic technical experience

Work Experience

Knowledge, Skills and Abilities

• Get involved in the entire customer lifecycle from on-boarding through the duration of their subscription period. Being responsible for every aspect of the customer journey post sales handoff

• Be the product champion and trusted advisor to enable the customers to realize the potential of Aptean Products

• Develop and execute strategies to drive customer adoption, retention, and satisfaction across all solution areas.

• Identify product usage gaps and provide actionable solutions to the customers

• Onboard customers to the Aptean Appcentral platform and provide product training based on the customer requirements.
• Drive desired customer outcomes through a proactive & consultative approach
• Identify opportunities for upselling and cross-selling along with the Account Managers
• Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, showcase ROI,
• Have a strong business sense to keep looking out for new use cases and solutions using Aptean Products to create a win-win situation with customers
• Identify and Process Success milestones for the customers
• Drive customer advocacy through reviews, testimonials, customer meetups; and creating a center of excellence within the customer's organization
• Maximizing value for customers by ensuring they have the tools and resources they need
• Developing and improving customer onboarding processes and customer service policies
• Monitoring contract renewal dates and persuading clients to renew those contracts
• Collaborate with cross-functional teams including support and product to resolve issues and drive the product roadmap
• Provide basic troubleshooting for technical queries and escalate issues, bugs, and enhancements.
• Advocate for customer needs with internal product and engineering teams.
• Work closely on customer onboarding and implementation projects with Professional Serivces Teams.
• Work with the marketing team to execute customer surveys, case studies, etc.

DISCLAIMER

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.