Job title: Customer Success Engineer
Mode of working: Office Based
Location: Bristol
Reporting line: Head of Customer Success
Salary: £35k-£45k
Hours: 37.5 hours
Role overview: We are looking for a Customer Success Engineer to be part of our Customer Success team; leveraging your technical and project experience to ensure that our WAND technology is deployed successfully, and that the customer is gaining value from using our solution. The successful candidate will drive product adoption and repeat sales by ensuring our customers get exceptional support. This is a customer facing role, based in Bristol, UK with the potential for travel.
Duties and Responsibilities:
- Project manage the post-sales process to achieve a successful deployment, from deployment kick off through to close out.
- Spearhead project management best practices at Inductosense
- Work closely with the Technical Account Managers (TAM) to receive a post-sales handover from the sales team, develop an in-depth knowledge of the customer success plan & objectives associated with each deployment and revolve the onboarding process around delivering on these objectives.
- Work collaboratively with the Software, Technical Account Managers, Production, Training & Installation teams to achieve a successful deployment for the customer
- Understand the product in detail to support the customer with troubleshooting any arising issues or escalating the matter for technical support.
- Find solutions for optimising the customer onboarding process and collaborating with the teams to implement.
- Collaborating with the team and creating a process to identify and eliminate roadblocks in the way of customers’ goals.
- Improving rates associated with successful product adoption and repeat orders
- Software anomaly monitoring & reporting
- Collect and act on customer feedback using surveys, interviews, implementing metrics to measure the success of installation etc. Analyse the data, record in accordance with the customer feedback process and oversee implementation of the findings. Ensure Customer is both aware and satisfied with the result.
The Ideal Candidate Profile:
- Have a formal qualification in project management or equivalent experience (3+ years working in a project environment)
- An understanding of project delivery requirements with major organisations, preferably in an Oil & Energy environment
- Exceptional attention to detail and problem-solving skills
- Customer facing experience
- Exceptional interpersonal and communication skills
- An enthusiastic and influential personality
- Can travel internationally
- Is in the Bristol area and can work from the Inductosense head office in Bristol
- Is eligible to work in the UK