Customer Success Engineer

Customer Success Engineer

Remote Type

Hybrid

Location

Sofia, Bulgaria

Job Category

Customer Success Apply now

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Job Summary

We are Progress (Nasdaq: PRGS) - an experienced, trusted provider of products designed with customers in mind so they can develop the applications they need, deploy where and how they want, and manage it all safely and securely. We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Customer Success Engineer and help us do what we do best: propelling business forward. As the Customer Success Engineer, you will be measured on getting our customers to first time use as well as meaningful active use. In addition, you will train customers on best practices to use our solutions and serve as the point of contact for any non-technical support problems that arise.  Your goal: support our customers in their onboarding, adoption, and growth journey at ShareFile. Now, let’s get to the details. The Customer Success Engineer is accountable for retaining customers via increased product adoption, identifying expansion opportunities, and building customer advocacy. You will establish customer-centric programs and processes, working with stakeholders throughout ShareFile to continuously deliver value to the customer. In this role you will:

• Track key customer adoption KPIs
• Own customer onboarding process post-sales and drive the customer to get to First Active Use, Meaningful Use, and increased Total Active Use
• Conductwebinars and build training content for customers at scale
• Engage 1:1 with high touch customers to ensure their success with ShareFile, RightSignature, and Podio
• Identify problems and propose or implement solutions with a customer-centric methodology
• Recommend enhancements in systems and processes to solve common problems for customers
• Identifyexpansion plays from department to department for full wall-to-wall product adoption
• Ensure customer adoption and retention

Your background:

• 1-2 years of experience in Customer Success, Support, or related field
• Bachelor's degree or equivalent experience preferred
• Experience working with Customer Success teams on SaaS B2B or B2C products
• Highly passionate, team player with a high sense of urgency and willingness to roll up sleeves and deal with ambiguity in a fast-paced business
• Laser focus on solutions and outcomes
• Multi-tasker at heart
• Sharp attention to detail
• Communicates crisply and with intent
• Plays independently and well with others
• Strong technical skills with continuous learning mindset
• Practical knowledge of product support for ShareFile, RightSignature, and/or Podio or similar experience from prior customer success roles is considered a strong advantage

If this sounds like you and fits your experience and career goals, we’d be happy to chat. What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy: Compensation:

• Generous remuneration package
• Employee Stock Purchase Plan Enrollment

Vacation, Family, and Health

• 30 days paid annual vacation
• An extra day off for your birthday
• 2 additional days off for volunteering
• Premium healthcare and dental care coverage
• Additional pension insurance
• Well-equipped gym on-site
• Co-funded Multisport card
• Daycare Center for your little ones onsite
• Flexible working hours and the opportunity to work from home.
• Free underground parking with a designated space for bikes and electric scooters

But most importantly a great company culture with wonderful colleagues to learn from and collaborate with!

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