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| Job Category : | Engineer |
| Company Name: | GreyOrange |
| Position Name: | Customer Success Engineer |
| Location : | Remote |
| Job Description : | Role description GreyOrange is looking for a talented and motivated Customer Success Engineer for our growing team that has one goal: Making our customer’s experience as efficient and pleasant as possible! One of the highest compliments you can get as a Customer Success Engineer is that your customers ask for you by name. If that’s you, let’s talk. You will have the responsibility of working with a wide range of customers, from start-ups to large corporations, to help them be successful by solving complex problems in the operations and supply chain advance automation space.ResponsibilitiesManage and influence customer outcomes, experience, and relationship to drive customer success initiativesActive participant of CSAT – Customer Satisfaction Metrics, NPS influencerDevelop deep understanding of the customer’s business operationsServe as the single point of contact for customer escalations across sites; ensure proper and timely updates are provided to customers for escalationsResponsible for incident management, working with support teams to ensure adherence to committed SLA’s and ensuring proper closure of tickets, responsiveness, and site uptimeCreate and manage account escalation matrix basis severity and resolution time. Manage upgrade plans for software and firmware with internal teams and customerEngage with customers and internal teams on a regular basis to ensure customer success by monitoring solution efficiency, availability, and training needsSet a regular cadence with Customers to identify and address any pain points proactivelyUncover opportunities to leverage data and technology that will help Customer exceed financial and operational performanceDesign business rules to analyze customer data and trigger automatic actions for the Customer Success team to proactively engage with customersProactively monitor customer metrics dashboards and create and manage action items for customer operations and internal teamsManage with customer and internal teams the development of a Peak Operational PlanRequirementsBachelor’s degree in Engineering with 1-5 years’ experience working in a customer facing roleStrong communication and engagement skills with different audiences, such as, technical, non-technical, C-level teamsA strong operational mindset with demonstrated success in leveraging data to design and implement scalable solutions, establish consistent processes and problem solvingData-driven and customer-first decision makerStrong interest and/or exposure to data analytics, warehouse operations, DC facility design & engineering and supply chain automation Working exposure in a SaaS environmentAbility to work with cross-functional and multi-cultured teamsWillingness to embrace 75% travel to client sites (National & International travel)Proficiency with the following software packages (or similar): PowerPoint, Visio, Excel, Word, SQL, JSONsBasic working understanding of Linux and exposure into Scripting (Python / Shell)Job Type: Full-timeBenefits:401(k)Dental insuranceHealth insurancePaid time offTuition reimbursementVision insuranceSchedule:8 hour shiftMonday to FridayWeekend availabilityExperience:Saas: 1 year (Preferred)Tech Engineering: 1 year (Required)Customer Facing: 1 year (Preferred)Willingness to travel:75% (Required)Work Location: Remote |
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