N
2 months ago
Job Summary
We are seeking a Customer Success Engineer to join Neon’s fast-growing Go To Market team. As a Customer Success Engineer, you provide insightful advice and friendly, hands-on guidance to Neon customers. You quickly diagnose product questions on the spot, explaining situations with patience and compassion. After determining whether support is needed, you offer solutions or triage to the support team to quickly get users up and running again. You proactively engage with customers to ensure they are getting the maximum benefit from Neon’s services and educate them on new features that can provide additional value to their work.
- Minimum Qualification: Degree
- Experience Level: Mid level
- Experience Length: 4 years
Job Description/Requirements
Responsibilities
- Customer Engagement:
- Develop and nurture strong, long-lasting relationships with key customers.
- Understand customers' business objectives, challenges, and pain points to tailor solutions that align with their needs.
- Proactively engage with customers to anticipate their requirements and offer personalized support.
- Needs Assessment and Communication:
- Regularly assess customer satisfaction and gather feedback to identify areas of improvement or enhancement.
- Act as a liaison between customers and the product team, effectively communicating customer needs, suggestions, and potential product gaps.
- Product Education and Adoption:
- Educate customers on the full range of Neon features and functionalities to optimize their usage and business outcomes.
- Guide customers through the implementation process and assist in integrating Neon into their existing workflows.
- Issue Resolution:
- Collaborate with the technical support team to communicate and escalate customer issues. The Customer Success Engineer will track all issues and ensure effective communication of status to the customer.
- Customer Success Planning:
- Develop and execute tailored customer success plans, outlining goals, milestones, and success metrics.
- Monitor customer progress, track usage metrics, and provide regular reports on their product adoption and value realization.
- Product Advocacy:
- Serve as the voice of the customer within the organization, advocating for enhancements, features, and improvements that align with customer needs.
Qualifications
- Bachelor's degree in Computer Science, Engineering, or a related field (or 4+ years of equivalent work experience).
- Proven experience as a Support Engineer or in a similar technical customer-facing role.
- Excellent interpersonal and communication skills, with the ability to build rapport and trust with diverse customer groups.
- Strong problem-solving skills with a proactive and solution-oriented mindset.
- Technical proficiency and understanding of databases, software products, APIs, and integrations.
- Familiarity with CRM tools and customer success software is a plus.
- Ability to manage multiple customer relationships simultaneously while maintaining high customer satisfaction.
- Demonstrated ability to work independently, prioritize tasks, and meet deadlines.
- Ability to make good decisions in situations with lots of ambiguity.
- Has developed the critical thinking skills to enable fast decision-making.
- Can operate independently without close supervision.
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