Senior Customer Success Engineer

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Freshworks

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Freshworks is a company that provides powerful, easy-to-use software for customer service, IT service management, sales automation, and marketing automation. They offer a range of products, including Freshdesk, Freshservice, Freshsales, Freshchat, and Freshmarketer, all enhanced with artificial intelligence to improve productivity and efficiency. With solutions designed to enhance customer engagement and support IT operations, Freshworks serves over 68,000 businesses worldwide. Their AI-driven platforms, like the Freddy AI Agent, aim to deliver fast, always-on service, making work easier and more efficient for teams across various industries.

Customer Support Software • Helpdesk • Web 2.0 • SaaS • Support Ticket System

5001 - 10000 employees

Founded 2010

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

💰 $85M Secondary Market on 2020-01

📋 Description

• Device42 Customer Success Engineers enable our largest and most strategic customers to quickly realize business value through the implementation of our software. • Our Customer Success Engineers combine technology expertise, process discipline, and passion for customer success to drive fast time to value for our customers. • Achieve fast time to value for our customers by helping our key customers through our Installation & Configuration (I&C) of their Device42 software. • Partner with our Customer Success Managers to drive customer success and business value recognition, including potential upsell and expansion opportunities. • Champion and advocate for the customer at every turn – escalating issues and working cross functionally to ensure the needs of the customer are met. • Establish strong working relationships with all clients, request regular feedback, and reinforce business value gained through product usage including presentations of current & upgraded features. • Manage ongoing call cadence with customers until I&C is complete and customers are in production, discovering assets, including training customer teams on the product functionality and its features. • Anticipate risks and barriers to pre- and post-launch customer engagement with the Device42 products. • Work with our customers, partners and team members to create, troubleshoot, optimize SQL reporting solutions for output within Device42. • Analyze & synthesize product feedback from customer correspondence and effectively communicate to the Device42 product team. • Conduct ad-hoc alignment meetings with customers and internal product teams to brainstorm solutions as new challenges arise & provide customer feedback to the respective parties as needed. • Work with our Partners to build strong relationships and enable their success with our customers. • Accurately report key customer metrics including adoption, production status, and risk to ensure visibility into customer health.

🎯 Requirements

• 5-7+ years of technical implementation, professional services, systems engineer, or similar experience, preferably in multi cloud environments or IT infrastructure. • Expertise in writing and optimizing SQL queries. • Experience with Data Models and ERDs. • Familiarity with SQL Templating (Jinga syntax). • Able to translate technical complexities to diverse audiences. • Excellent listener and communicator who is adept at cultivating relationships internally and externally; clear and effective written and verbal communication. • Comfortable leading meetings/discussions both internally and externally. • Ability to navigate competing priorities in a fast-paced start-up environment. • Experience managing a higher volume of accounts while supporting and prioritizing customers based on needs and driving technical success. • A willingness to work cross functionally - whether it be partnering with support to escalate customer issues, engineering to work through data challenges, product and development to communicate customer request timelines, or sales to drive additional business. • Experience creating datasets, charts, and dashboards using visualization tools such as SuperSet or Tableau. • Experience with relational and time series databases. • Enterprise ITSM and Discovery software experience, deep enterprise application stack knowledge. • Experience with Hypervisors, Cloud providers, Windows and Linux administration, Networking, and Storage. • Bonus points for experience with Freshservice, ServiceNow, and/or Jira.

🏖️ Benefits

• Freshworks offers multiple options for dental, medical, vision, disability, and life insurance. • Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. • Freshworks also offers adoption and parental leave benefits.