Customer Success Engineer/Manager

Responsibilities:

• 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

Requirements:

• Bachelors Degree (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