Customer Success Engineer

Customer Success Engineer- Aptean

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 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.

Qualifications :-

• 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