Customer Success Engineer - Implementation Engineer

Job Description

As a CSE you will be part of the Professional Services Department working in a project-oriented organization with an absolute focus on customer satisfaction.

As a CSE you are a product expert, customer-service oriented and an advisor during the implementation of the company software suite.

You will be participating in a multidisciplinary virtual team acting in different roles working towards the overall success of our customers using our software suite. 

The CSE acts as the technical arm and trusted advisor for our customers during different phases as well as the first line of defense for any technical and/or functional queries during the project and post-project.

You are responsible for providing our customers with technical expertise and professional services to make sure the customer is meeting their objectives.

You will spend your time working directly with our customers, as well as internal stakeholders, to educate and guide our customers, troubleshoot issues and provide the best possible service.

You will play an important role as well by supporting other departments in ensuring our existing customers are getting the most out of our services.

As a Customer Succes Engineer you work together with Engagement Managers, Solutions Specialists, Software Developers, Software Testers, Application Support Engineers and Project Managers. You report directly to the Professional Services Manager

Responsibilities

• Project management, by coordination of internal and customer teams during projects
• Customer engagement along all stages of the customer lifecycle
• The CSE will be part of one or more customer teams
• Create and maintain high CSAT scores (Customer Satisfaction)
• Triage and manage customer escalations
• Integrate and implement the Re-Vision software suite and components
• Assist our customers with their product questions and technical issues
• Act as a first point of contact for inbound software queries and issues related to a project phase
• Support other departments by creating training documentation, product demonstrations and customer training
• Document and maintain customer specifics
• Escalate unresolved issues to the responsible internal team
• Scheduled Stand-by (this will be on customer request, on agreement and on availability)
• Contribute to product roadmap by being the customer advocate, proposing improvement ideas and supporting with testing