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Customer Success Engineer

Posted 2024-10-29

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💎 Seniority level: Middle, 3-4 years

📍 Location: India

🔍 Industry: Cloud computing

🏢 Company: DigitalOcean

🗣️ Languages: English

⏳ Experience: 3-4 years

🪄 Skills: Cloud ComputingCommunication SkillsAnalytical SkillsCollaboration

Requirements:
  • A bachelor's degree in a relevant field, such as computer science, engineering, business, or a related field, is preferred.
  • 3-4 years of experience in a tech company in a customer-facing role, preferably in customer success, support, or technical support.
  • Strong understanding of the product or service being offered, along with familiarity with Customer Success Metrics such as churn and MRR.
  • Strong verbal and written communication skills.
  • Understanding and empathy towards customer needs.
  • Strong analytical skills to identify trends using available data.
  • Ability to work collaboratively with internal teams for customer success.
Responsibilities:
  • Maintain strong relationships with high-value customers through communication.
  • Understand and address customers’ business needs and challenges.
  • Conduct product demos and training to maximize product adoption.
  • Proactively monitor customer health to identify risks and opportunities.
  • Serve as the primary contact and trusted advisor for customers.
  • Gather feedback for product improvement.
  • Refine success SOPs with the team and manager.
  • Track and analyze KPIs related to customer success.
  • Ensure smooth customer onboarding transition.
  • Advocate for customers’ needs within the organization.
  • Collaborate with various internal teams for seamless support.
  • Resolve technical issues with internal support teams efficiently.
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