Customer Success Engineer
Locations: USA
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We are looking for a Customer Success Engineer, who will be responsible to retain and grow existing customers by building a value based relationship with them. S/he will deliver product value and derive product adoption. S/he will be a primary point of contact for assigned customers and resolve their pain points by coordinating with other internal teams. This is a full-time, remote job in a growing 24/7 global Customer Success team that takes care of Cloudways’ customers.
Responsibilities and Duties:
- Maintain communication (via calls, emails, chats, etc.) with assigned customers
- Identify their needs and find upsell opportunities
- Give product demos and help customers in realizing early value
- Timely act on churn alerts and reach customers to resolve their issues
- Keep a close eye on customer experience via internal feedback surveys
- Contact customers to uncover sufficient information when/if needed
- Share customers’ feedback with internal teams for product improvement
- Liaise with the internal teams for customer references and case studies
- Understand and keep track of business KPIs
Qualifications:
- Bachelors (preferably in Computer Science/Telecommunication/Electronics Engineering)
- Ideally, 3-4 years experience working in a tech company with a customer facing role
- Previous experience in the web hosting company would be a PLUS.
- Effective written and verbal English communication with native fluency & ability to listen
- Knowledge of Customer Success Metrics (churn, MRR, ARPU, expansion, advocacy)
- Remote work experience will be a PLUS.
- Strong Customer Empathy
- Ask right questions to uncover customers’ pain points
- Manage and escalate customer issues
- Proactive problem solver
- Thirst for learning
- Consultancy skills
- Ease with data
- Strong ownership & resilient to pressure
We offer:
- Work on an interesting IT project
- Comfortable office in the centre of the city
- Official employment
- Competitive salary
- Medical insurance
- Bonuses
- Flexible working hours
- Partial compensation for English classes
- Corporate and teambuilding events
- Opportunity for professional growth and career development
- Pleasant atmosphere and a friendly team