We are looking for an exceptional Customer Success Engineer who will play a key role in supporting the development of our customers vision at a global level – a product expert, accelerating time-to-value and deploying a wide variety of RentalMatics based solutions. Our CSE’s work internally across all functions, closely with the sales teams to seamlessly onboard new customers and in parallel with our development and product management teams, whilst at all times being laser focused at an external level on customer success.</br>
This position requires a strategic mind, a collaborative approach and an individual who will thrive in a busy, highly energetic and evolving environment. Apart from being customer centric, the individual will serve as a coach, showcasing outstanding presentation skills, advocating best practices at all times and exceeding our customers expectations. Our business runs on numbers, and we are looking for somebody who is comfortable in that world.
Customer onboarding, training, support and technical enablement
A people focused approach to the new customer onboarding process, including customer pre-onboarding process flow (identify customer pains and solutions, gather details, agree on mutual deliverables, customer definition of success)
Become a trusted advisor and act as a technical resource for customers. Set the cadence for a communication schedule with each customer in a meaningful way. The Customer Success Engineer is expected to facilitate communication between the CS department and all other teams, speeding up resolution time for support issues and directly representing the voice of the customer to the Product, Engineering and Sales teams.
Triage and manage customer escalations: product support, bug qualifying and triaging, handling technical escalations, product documentation, recording customer feedback.
Work closely with the product team to communicate customer needs and assist in defining customer roadmap
Optimize our customers user experience through documentation and process improvements; create documents, state-of-the-art presentations, videos, guides and customer newsletters; develop tools to gather and pass along feedback
With the RM engineering/ product teams: Set up and maintain support tools, contribute to workflows, develop tools to speed troubleshooting.
Become a Subject Matter Expert on the RentalMatics Platform, including related products and services.
Deliver exceptional, executive level, new product presentations in collaboration with the sales and engineering teams.
Reproduce, analyse and diagnose customer issues and seek resolution in conjunction with our development teams in a timely manner, exceeding customer expectations.
Identify opportunities and challenges which present on the customer journey and forge new processes or amend existing, to improve, resolve and automate, all of which will achieve and deliver value and increased ROI for clients.
Ability to be reactive, adaptive and especially proactive in a fast-paced, highly energetic start-up environment,
Analyse data, review trends and construct/deliver Customer Success reporting highlighting wins, reviewing opportunities for improvement and advocating best practices at all times.
Work with the team to continuously improve the processes which support the main standard operating procedures of the Customer Success Team, maximising efficiency and promoting sustainability.
Conduct client site visits to foster collaboration, build superior customer relationships and promote customer loyalty at all levels within the Organisation.
Proven ability to build exceptional customer relationships and advocate for success with regards to all RentalMatics customers
Positive and entrepreneurial mindset – you love working with others and the way you talk to people, locally and internationally, makes them want to engage with you.
3+ years of experience in a B2B SaaS customer success, escalation management, and preferentially enterprise software solution deployment, working closely with services, sales, product, and engineering
A desire to exceed on every level, spearheading customer campaigns, demonstrating attention to detail and delivering an outstanding customer experience.
Excellent problem solving skills, with the ability to independently troubleshoot problems and identify workarounds.
Self-motivated with a strong learning orientation.
Experience with CRM tools, marketing applications and/or sales technology.
Exceptional written and verbal communication skills with fluency in English
Additional Expertise (Bonus)
Demonstrated experience selling software solutions or software-as-a-service
(SaaS) and/or in a client technical support role.
Previous experience in a fast paced agile software development environment.
Knowledge proficiency in Jira, Confluence and similar software
Demonstrated previous history of exceptional achievement, self-motivation whilst being a pivotal member of the Customer Success Team.
Experience with Support at a Saas Company.
Experience working as a software engineer.
Experience creating web applications.
BS in Computer Science or Engineering, or equivalent relevant experience
How to Apply
If you feel you are a good fit for this role, please send your CV and cover letter to email@example.com or use the for below.