We are seeking a Customer Solutions Engineer who specializes in post-sales customer-facing engagements to join our team. This strategic role should promote technical advocacy and work closely with the CSM team ensuring our customers achieve their desired outcomes using our products, focusing on retention, expansion, and the proactive discussions around best practices. Where necessary, the role will drive and execute high-impact technical interventions such as API Workflows to achieve the customer's ideal state.
Responsibilities:
- Act as a post-sales technical SME for Customer Success Managers (CSM), providing deep product knowledge and technical guidance.
- Work closely with AM/CSMs to identify and implement product-based strategies for customer retention, product adoption, and account expansion.
- Design and build customized technical solutions and integrations that align with customer goals, enhancing their overall product experience.
- Regularly review customer product utilization and engage in strategic discussions to recommend optimizations and encourage adoption of best practices.
- Facilitate technical empowerment/upskilling sessions for Customer Success team members to enhance their proficiency in dealing with technical queries.
- Foster strong relationships with customers through regular technical consultations, ensuring they leverage the full potential of our product.
- Provide your technical expertise to assist in completion of formal customer inquiries such as RFx/Security Questionnaires.
Required Qualifications:
- 6-8 years’ experience in a technical post-sales or customer success role, ideally within the SaaS industry.
- Strong technical background with expertise in product architecture, integration, APIs and security.
- Excellent communication and relationship-building skills, with the ability to interact effectively with a range of stakeholders, including technical teams and C-level executives.
- Deep understanding of industry standards and technologies (e.g., REST, OAuth 2.0, SAML 2.0).
- An understanding of programming concepts and the ability to discuss technical specifications, such as APIs, is crucial. Knowledge of JavaScript, Python, or other programming languages is beneficial for facilitating product discussions and developing proofs of concept, though direct coding is not a primary task.
- Strong understanding of Relational Database Design and ability to create SQL queries to extract reporting data from a variety of sources
- Ability to design, build, validate and deploy workflows within IPaaS systems to connect business processes
- Ability to analyze customer usage data and translate insights into actionable recommendations.
- Willingness to engage in continuous learning and adapt to evolving product features and industry trends.
Additional Qualifications:
- Familiarity with the LMS industry and related standards (xAPI, SCORM, AICC).
- Knowledge of data privacy and security frameworks (ISO27001, SOC2/3 etc.)
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