Customer Success Engineer
We are Progress (Nasdaq: PRGS) - the trusted provider of software that enables our customers to develop, deploy and manage responsible, AI-powered applications and experiences with agility and ease.
We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Customer Support Engineer, working 2 days in our San Jose Costa Rica office and 3 days in your home office, and help us do what we do best: propelling business forward.
We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Customer Support Engineer, working 2 days in our San Jose Costa Rica office and 3 days in your home office, and help us do what we do best: propelling business forward.
As a Customer Success Engineer, you are responsible for your Customer Success and Adoption within a portion of the BU contributing to 50% of the ARR. The primary responsibility is to help customers through increased product adoption, identifying expansion opportunities, and cultivating customer advocacy. You will establish customer-centric programs and processes, collaborating with stakeholders across ShareFile to consistently deliver value to our customers. Your role involves continually assessing, reporting, and acting on customer health to identify accounts at risk of churn as early as possible and to pinpoint accounts primed for expansion.
In this role, you will:
Strategy:
- Track Key Customer Adoption KPIs: Monitor and analyze key customer adoption metrics to drive strategy and improvements.
- Ownership of Customer Onboarding: Take charge of the customer onboarding process post-sales, focusing on First Active Use, Meaningful Use, and increased Total Active Use.
- Resolution Expertise: Demonstrate a deep understanding of complex customer needs and lead the resolution of their issues.
Execution:
- Conduct Webinars and Training: Develop and conduct webinars and create training content for customers at scale.
- High-Touch Customer Engagement: Monitor and identify high-touch customers on a one-on-one basis to ensure their success and adoption with ShareFile.
- Low-Touch Customer Engagement: Digital first approach and engagement to ensure scale, while also setting our customers up for success and reducing churn.
- Expand account stickiness by ways of further feature adoption and use cases.
- Problem-Solving: Identify customer problems and propose or implement solutions using a customer-centric approach.
Continuous Improvement & Growth:
- System and Process Enhancements: Recommend system and process enhancements to address common customer issues effectively.
- Identify Expansion Opportunities: Identify expansion opportunities for our products within departments for comprehensive wall-to-wall adoption.
- Build Customer Advocacy: Foster and maintain relationships with customer advocates.
- Ensure Customer Adoption and Retention: Prioritize customer adoption and retention through strategic initiatives.
Your background:
- Candidate should have 4 or more years of experience in Customer Success, Support, or related field experience.
- Relevant previous SaaS experience
- The primary goal of a CSE is to ensure customer success. This requires a customer-centric mindset and the ability to empathize with customer needs and concerns.
- CSEs often deal with complex technical issues and should have strong problem-solving skills. They need to diagnose and resolve customer problems efficiently.
- Proven ability to analyze customer data and triggers to make data driven decisions on what to engage on.
- Proven experience multi-tasking 100’s of customer accounts to ensure they meet their goals and adoption of ShareFile.
- Collaboration with other teams, such as sales, marketing, and product development, is often necessary to address customer needs. Being a team player is important.
If this sounds like you and fits your experience and career goals, we’d be happy to chat.
What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with.
What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with.
Apply Now!
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Together, We Make Progress
Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!