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Customer Success Engineer
2 weeks ago
Job Family Summary
Serves as a single point of contact for technical consultation, for a designated customer base
Provides consulting service to customers, developing technical, tactical and strategic plans, related to systems definition and feasibility determination
Proposes and implements system enhancements, assessing the compatibility and integration of products/services proposed to ensure an integrated architecture across interdependent technologies
Provides escalation coverage for dedicated customer base
Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed
Career Level Summary
- Requires working knowledge and experience in own job discipline and broadens capabilities
- Continues to build knowledge of the company, processes and customers
- Performs a range of assignments related to job discipline
- Uses prescribed guidelines or processes in analyzing situations
- Receives a moderate level of guidance and direction
Key Responsibilities
- Responsible for collaboration with implementation teams with your assigned customers new builds
- Responsible for customer technical documentation: environment runbooks; AMGs and DMGs; architecture diagrams; post sales high level design as part of implementation process
- Responsible for participation and collaboration with CSMs at; ASRs; QBRs; MSRs; creation and implementation of churn mitigation strategies; implementation calls for assigned customers
- Informed on all technical support activities for assigned customers, including maintenance planning/execution, disaster recovery testing, security and compliance auditing,
- Responsible for operational health activities: capacity management, performance review, operational review, risk identification and remediation, assistance with technical migrations and customer environment documentation Customer Success Engineer II Global Job Code:
- Other Incidental tasks related to the job, as necessary. May lead technical projects with manageable risk, that improve customer experience
- P1 technical support including 24 x 7 on call as required
Experience
- 6 - 10 years of experience in the field of role
- Multi-vendor breadth knowledge
- Experience handling multiple tasks/projects
- Experience working directly with key customer stakeholders
- Presenting technical information to wide range of customer stakeholders
Preferred
- Relevant hosting experience
- Working in a managed services environment
