Customer Success Engineer

  • USD160000 - USD190000 per annum + Bonus + Stock USD
  • Santa Clara, CA, USA Santa Clara CA US
  • Permanent, Full time
  • Glocomms
  • 08 Aug 18 2018-08-08

A leading Cloud Security vendor that has recently come out of Stealth Mode and has already received two rounds of funding is looking for their first true Customer Success Manager. This position will be responsible for all aspects of professional services and customer success as well as providing assistance in the overall business strategy of the company. Besides having strong technical expertise across cloud computing (primarily AWS) and security, this professional must have the ability to work independently, determination to get the job done, and proven success working in a start-up.

Customer Success Manager/Engineer

Leading Cloud Security Vendor

Mountain View, CA

$160,000-$190,000 Base + Bonus + Stock

A leading Cloud Security vendor that has recently come out of Stealth Mode and has already received two rounds of funding is looking for their first true Customer Success Manager. This position will be responsible for all aspects of professional services and customer success as well as providing assistance in the overall business strategy of the company.

Besides having strong technical expertise across cloud computing (primarily AWS) and security, this professional must have the ability to work independently, determination to get the job done, and proven success working in a start-up.

Responsibilities:

  • Build trust and credibility with customers by consistently delivering through superior follow-through.

  • The expert on every aspect of the customer experience, putting customers' needs first.

  • Assist customers in the deployment of solutions and integration with 3rd party services.

  • The first line of defense for customer support requests, and coordinating with engineering to prioritize the timely resolution of issues.

  • Be the customer advocate in influencing the product roadmap.

  • Coach and educate customers on how to follow the best practices for cloud security.

  • Develop the tools, collateral, and partnerships needed to deliver a holistic customer success function.

  • Ensure our customers are happy and are getting value out of our product.

  • Maintain high levels of customer engagement and satisfaction by focusing on customer loyalty and by introducing new features to the customer.

  • Own the customer on-boarding process and operationally drive customer references and case studies.

  • Own renewals and expands in the account. Have a knack for account strategy, account mapping, and up-selling value into accounts.

Here's what you'll need to be successful in this role:

  • Minimum 5 years of experience in support, customer success of consulting role.

  • Strong knowledge of the public clouds like AWS, Azure and GCP features, capabilities and best practices.

  • Highly preferred to have an AWS Solutions Architect Certification

  • Strong desire to work in a fast-paced, dynamic start-up environment. Prior startup experience preferred.

  • Previous experience in technical support, engineering or professional services desired

  • Ability to think and work strategically, but also execute as an individual contributor.