About the Role
Role Title: Customer Success Engineer
Location: We are a fully remote company! Rather than restrict ourselves to only finding talent in one city, we’d rather find the absolute best people regardless of where they live.
Our Values : At ArmorCode, we are more than just a technology company, we are a community of hungry, human, humble, hardworking, and honest individuals who take pride in helping companies of all sizes scale their security effectiveness by 10x, and maximize their ROI on existing security investments with ArmorCode
Responsibilities
Job Summary
Our Customer Success Engineers play an important role in onboarding new customers and ensuring successful adoption of the platform. Together with the Customer Success Manager, you will be responsible for ensuring a smooth onboarding process when it comes to the technical implementation of ArmorCode SaaS Platform. You will be working closely with Product Management and Engineering teams to ensure the feature requests are getting developed to meet customer use cases.
Detailed Roles and Responsibilities
Strategic Customer Engagement:
- Act as a trusted advisor to customers and internal teams, providing valuable feedback to accelerate and prioritize delivery.
- Identify technical and business requirements, aligning solutions with customer needs to drive value and exceed expectations.
- Serve as the main point of contact throughout the customer journey, collaborating on a success plan with clear outcomes and ensuring effective communication across executives, business owners, and operational resources.
Product Adoption and Insights:
- Drive adoption of our product and solutions, leveraging data to provide 360-degree insights into the current status and progress, from baseline customers to enterprise upsells.
- Network effectively within assigned customers to support and execute their strategy and solutions roadmap.
- Identify risks early on, build and execute "get well" plans, and outline critical success factors and metrics for success while addressing potential issues.
Data Management and Hygiene:
- Maintain up-to-date customer data in all platforms and regularly verify the hygiene of new and old data to ensure usability.
Exceptional Customer Experience:
- Deliver an exceptional customer experience through proactive communication, utilizing internal resources effectively, and leveraging customer enablement resources to meet business goals.
Cross-functional Collaboration:
- Liaise between product management, engineering, marketing, and the customer, focusing on communicating product and strategic roadmaps, generating insights to influence company and customer action.
Training and Knowledge Management:
- Drive training initiatives and maintain a training record, continuously updating knowledge.
- Participate in answering level one support questions and contribute to building and updating the knowledge base repository for internal and external use.
Technical Implementation and Integration:
- Accelerate time to value (TTV) through short deployments, working closely with the Development team to find the best setup for customer integration needs.
- Oversee and support technical implementation tasks for new customers.
Why you will love it
- Career Growth Opportunities: We believe in promoting from within and provide career progression paths, enabling our employees to advance in their careers
- Work-Life Balance: We understand the importance of a healthy work-life balance, offering flexible hours and remote work options to promote a sustainable lifestyle
- Unlimited PTO: We offer unlimited paid time off policy to ensure employees can take care of their personal needs and recharge Collaborative Environment: Our company fosters a collaborative and inclusive workplace culture, where employees can collaborate and learn from each other's experiences.
- Employee Recognition: We value and recognize the contributions of our team members through awards, employee of the month programs, and other forms of acknowledgment.
- Competitive Compensation: We offer competitive salaries and performance-based bonuses, recognizing and rewarding the hard work and dedication of our team
- Comprehensive Benefits: Our benefits package includes health, dental, and vision insurance to support the overall well-being of our employees
- Diversity and Inclusion: We are committed to diversity and inclusion, striving to create an environment where all employees feel valued, respected, and empowered
Requirements
Qualifications
- 5+ years of experience as a Technical Support Specialist, Software Test Engineer, or similar with cyber security background
- Demonstrate knowledge on the mission of Customer Success functions
- Experience of working with Software as a Service (SaaS,) preferably a Security Software Company
- Experience with Python Scripting and leveraging APIs for workflow automation
- Knowledge of Single Sign-on (SSO), OKTA, etc.
- Experience in technical troubleshooting (product, software, etc.)
- Bachelor's degree in computer science or related degree, coding boot camp, or equivalent work experience is a huge plus
- CISSP, CISM, OSCP, PMP, is a huge plus
Skills
- Excellent communication skills and enjoyment in working with customers directly
- Excellent problem solver who can thrive in an unstructured environment
- Ability to articulate technical concepts or recommendations clearly to customers
- You are a team player and enjoy fostering collaborative relationships with other departments
- Ability to effectively keep track of customers’ requests in an organized fashion
- Be the primary over the post-sales process (including lick-off, launch, health checks, renewal/upsell)
Behavioral Skills
- Customer-Centric Approach/Solution selling
- Problem-Solving Skills
- Proactive Customer Engagement
- Cross Functional Collaboration
- Excellent Communication Skills
Equal Opportunity
ArmorCode is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected category. All qualified individuals are encouraged to apply and will receive consideration for employment regardless of their background or characteristics. We are committed to fostering a diverse and inclusive workplace where everyone is treated with respect and dignity.
