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Aitive

Position

Customer Success Engineer

Location

Remote

Employment Type

Permanent

Job Description

We are seeking a talented and motivated Customer Success Engineer (CSE) to join our dynamic team. The CSE will be responsible for ensuring that our customers derive maximum value from our cybersecurity solutions, driving successful product adoption, and fostering long-term client relationships.

What You’ll Do

  1. Customer Onboarding: Oversee the effective onboarding of new clients, ensuring a smooth transition and immediate value realization from our products.

  2. Product Training: Conduct regular product training and demonstrations for clients, ensuring that they are comfortable and proficient with our solutions.

  3. Technical Support: Provide Tier II support to clients, addressing any product-related issues or concerns and liaising with the technical team as needed.

  4. Account Management: Monitor customer usage and satisfaction metrics, anticipating potential issues and proactively addressing them to ensure customer success.

  5. Feedback Collection: Gather customer feedback regarding product features, potential enhancements, and any challenges faced, and communicate this to the product development and management teams.

  6. Renewals & Upselling: Partner with sales teams to identify opportunities for contract renewals, upsells, or cross-sells, ensuring that clients continue to receive value from our solutions.

  7. Documentation: Create and maintain customer-facing documentation, including best practice guides, FAQs, and knowledge base articles.

Who You Are

  1. Bachelor's degree in Computer Science, Engineering, Information Technology, or related field.

  2. A minimum of 3 years of experience in customer success, technical support, or a related role in the tech industry, preferably in cybersecurity.

  3. Strong technical acumen and the ability to understand and communicate complex technical concepts.

  4. Excellent communication and interpersonal skills.

  5. Proven track record of building and maintaining strong client relationships.

  6. Ability to work collaboratively in a fast-paced, team-oriented environment.

  7. Proficiency in CRM tools and customer success platforms.

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