A Customer Success Engineer plays a key role in improving customer experience, ensuring smooth product adoption, and building long-term relationships, while ensuring that customers fully benefit from the technical aspects of the product and making maximum use of the product.
Principal Responsibilities:
- Deliver post sales implementation to customers through the initial setup, configuration of product/Cloud solution.
- Help customers quickly realize the value of their purchase and ensure smooth deployment.
- Act as an ongoing technical expert to provide technical upkeep on use cases and advise on best practices.
- Maintain deep product knowledge and provide proactive Demos, workshops and guidance to educate customers on new product features, functionalities, and best practices.
- Ensure internal customer advocacy by acting as the voice of the customer gathering and providing feedback to product and engineering teams to improve product features and performance.
- Help customers unblock any technical challenges throughout the journey
- Engage with customers to review their usage, provide recommendations for improvement, and educate them about new features and updates.
- Build strong, long-lasting relationships with customers by understanding their business needs and challenges. And working with key stakeholders to ensure they meet their goals.
- Ensure cross-functional collaboration by working closely with the sales team to understand customer requirements and ensure the product set up and configurations aligned with the customer expectations.
- Work with account management teams to highlight any upselling or cross-sell opportunities. Identify opportunities to increase product adoption and promote new features to customers
Skills:
- Strong interpersonal skills, customer handling and customer relationship management skills.
- Strong technical expertise and understanding of business solutions
- Customer-focused mindset.
- Ability to work cross-functionally with teams such as sales, product, and engineering.
- Engineering degree is preferable.
- German or Spanish speaker is a must
Education & Experience:
- 5+ years of experience with 3+ years minimum in customer success or presales roles.
- Network concepts (DNS, Load Balancers, Virtual Networks, Firewalls) *CCNA preferred*
- Security (Zero Trust Model, Encryption and certificates, Compliance)
- Cloud solutions (AWZ, Azure, SaaS, SSO, SCIM API)
- Identity and Access Management (MFA , SSO, SAML, OAuth, OIDC connect)
RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.
If you need a reasonable accommodation during the application process, please contact the RSA Talent Acquisition Team at [email protected]. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.
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