Customer Success Engineer, APAC

We are seeking an experienced and dynamic Customer Success Engineer to join our team. In this role, you will be the technical point of contact for our enterprise customers, ensuring they receive maximum value from our products and services. You will collaborate closely with our Customer Success Managers, Sales, Product, and Engineer teams to deliver tailored solutions that meet the unique needs of our most strategic clients. Your ability to understand customer challenges, provide technical guidance, and drive successful product adoption will be critical to the long-term success of our customers and our company.

Key Responsibilities:

• Technical Expertise: Act as the primary technical resource for our customers, providing expert guidance on the deployment, integration, and optimization of our products.
• Customer Onboarding: Lead the technical onboarding process for new strategic customers, ensuring a smooth and efficient setup that meets their specific requirements and goals.
• Ongoing Support: Provide ongoing technical support and troubleshooting to enterprise clients, addressing their concerns promptly and effectively.
• Customer Advocacy: Serve as the voice of the customer within the company, advocating for their needs and working with internal teams to ensure customer satisfaction.
• Product Adoption: Work closely with customers to drive product adoption, ensuring they fully leverage our solutions to meet their business goals.
• Training and Enablement: Conduct training sessions and workshops to educate customers on best practices and new features, empowering them to use our products effectively.
• Feedback Loop: Gather customer feedback on product performance and feature requests, collaborating with the product team to influence the product roadmap.
• Relationship Management: Build and maintain strong relationships with key stakeholders within enterprise accounts, acting as a trusted advisor and partner.
• Reporting: Monitor customer health metrics, usage data, and satisfaction levels, providing regular reports to internal teams and clients.

Qualifications:

• Experience: 3+ years of experience in a customer-facing role, preferably as a Customer Success Engineer or Technical Support Engineer, with a focus on API products.
• Location: Must be based in India
• Technical Skills: Strong technical acumen with experience in JavaScript, with a demonstrated ability to create and maintain automation scripts, RESTful architecture, SQL and web services.
• Knowledge of cloud computing, APIs, and enterprise-level integrations is highly desirable.
• Problem-Solving: Exceptional troubleshooting skills with the ability to diagnose and resolve complex technical issues.
• Communication: Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders.
• Customer Focus: Demonstrated ability to understand customer needs and deliver solutions that drive success.
• Collaboration: Proven ability to work cross-functionally with sales, product, and engineering teams to achieve common goals.
• Education: Bachelor’s degree in Computer Science, Engineering, or a related field is preferred.
• Certifications: Relevant certifications are a plus.