Customer Success Engineer

Overview

JOB DESCRIPTION:

• JOB IDENTIFICATION
  
  

APTEAN JOB TABLE:

APTEAN JOB LEVEL: B

APTEAN JOB TITLE: Customer Sucess Engineer

REPORTS TO

Full line: Praveenkumar Bayari

Dotted Line:

• GENERAL JOB SUMMARY
  
  

We are searching for a skilled Customer Sucess Engineer to join our Customer Success team onboard to support, and guide customers in effectively adopting and using our products in an accurate, efficient, and timely manner. The RS will work closely with customers to understand their business needs, configure solutions, troubleshoot issues, and ensure successful implementation and ongoing value realization. This role will have a daily, ongoing impact on customer satisfaction, product adoption, and retention by proactively monitoring customer health, resolving technical and functional issues, and collaborating with internal teams. A strong understanding of product functionality, customer workflows, and service best practices is essential. Overall knowledge of customer lifecycle management, issue resolution, documentation, and coordination with support, engineering, and product teams is required to ensure customers remain successful and engaged.

• SCOPE
  
  

Customer Success Management

Customer relationship

Retention

Upsell/Cross sell

• ORGANIZATION (Indicate the job positions reporting to this role)
  
  

Full Line:

• Job (# of positions): 1
  
  

Dotted Line:

• Job (# of positions): 1
• PRINCIPAL DUTIES AND RESPONSIBILITIES
• 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 consultant 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
• 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 like support and product to resolve issues.
• Provide basic troubleshooting for technical queries and escalate complex issues.
• Advocate for customer needs with internal product and engineering teams.
• Work closely on customer onboarding and implementation projects with Project Teams.
  
  

Work with the marketing team to execute customer surveys, case studies, etc

Qualifications

• Minimum 3-4 year of experience in Customer Success.
• 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

• JOB SPECIFICATIONS
  
  

Education (Indicate the minimum level of education necessary for this position. Check all that apply and indicate specific degree as applicable to the side (e.g., Bachelor's in Computer Science)

Required Preferred Degree/Certification

☒ ☐ Bachelor's degree

☐ ☒ Master's degree

B.E/BTech

Work Experience

3-4 Yrs in same field

Knowledge, Skills And Abilities

Customer Success Management, Customer relationship, Retention, Upsell/Cross sell.

Shift details: 5PM-2AM

Required to work in shift: Yes

If Yes Shift Timing-5PM-2AM

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.
Skills Required
Customer Relationship, Retention