Senior Customer Success Engineer (Device42)

Job Description

Job Description Device42 Customer Success Engineers enable our largest and most strategic customers to quickly realize business value through the implementation of our software. Our Customer Success Engineers combine technology expertise, process discipline, and passion for customer success to drive fast time to value for our customers. Responsibilities: Achieve fast time to value for our customers by helping our key customers through our Installation & Configuration (I&C) of their Device42 software Partner with our Customer Success Managers to drive customer success and business value recognition, including potential upsell and expansion opportunities Champion and advocate for the customer at every turn - escalating issues and working cross functionally to ensure the needs of the customer are met Establish strong working relationships with all clients, request regular feedback, and reinforce business value gained through product usage including presentations of current & upgraded features Manage ongoing call cadence with customers until I&C is complete and customers are in production, discovering assets, including training customer teams on the product functionality and its features Anticipate risks and barriers to pre- and post-launch customer engagement with the Device42 products Analyze & synthesize product feedback from customer correspondence and effectively communicate to the Device42 product team. Conduct ad-hoc alignment meetings with customers and internal product teams to brainstorm solutions as new challenges arise & provide customer feedback to the respective parties as needed Work with our Partners to build strong relationships and enable their success with our customers Accurately report key customer metrics including adoption, production status, and risk to ensure visibility into customer health Qualifications 5-7+ years of technical implementation, professional services, systems engineer, or similar experience, preferably in multi cloud environments or IT infrastructure Able to translate technical complexities to a diverse audience Excellent listener and communicator who is adept at cultivating relationships internally and externally; clear and effective written and verbal communication Comfortable leading meetings/discussions both internally and externally. Ability to navigate competing priorities in a fast-paced start-up environment Experience managing a higher volume of accounts while supporting and prioritizing customers based on needs and driving technical success A willingness to work cross functionally - whether it be partnering with support to escalate customer issues, product and development to communicate customer request timelines, or sales to drive additional business Enterprise ITSM and Discovery software experience, deep enterprise application stack knowledge Experience with Hypervisors, Cloud providers, Windows and Linux administration, Networking, and Storage. Bonus points for experience with ServiceNow and/or Jira