Customer Success Engineer

hace 2 semanas

San José, San José, Costa Rica Cloud Software Group A tiempo completo

Do you thrive in a startup vibe? Were you built for a small, nimble, and dynamic team that's ready to win? If you answered yes, we want to talk to you We are now going back to our roots as a standalone business unit to focus on our SaaS business—an area where we see growth potential.

This business unit is unique, and we certainly aren't afraid to stand out from the crowd and tackle the bigger competitors.


Come join ShareFile We're building a team of rock stars to be part of our growth journey and are adding a Sales Development Representative to join our growing ShareFile Sales team.

If you enjoy a fun, fast-paced, dynamic environment and want to be part of a collaborative team where you can make a difference—we want to talk to you

Now, let's delve into the specifics of this critical role.

As a Customer Success Engineer, you are responsible for your Customer Success and Adoption within a portion of the BU contributing to 50% of the ARR.

The primary responsibility is to help customers through increased product adoption, identifying expansion opportunities, and cultivating customer advocacy. You will establish customer-centric programs and processes, collaborating with stakeholders across ShareFile to consistently deliver value to our customers.

Your role involves continually assessing, reporting, and acting on customer health to identify accounts at risk of churn as early as possible and to pinpoint accounts primed for expansion.


Strategy:

  • Track Key Customer Adoption KPIs: Monitor and analyze key customer adoption metrics to drive strategy and improvements.
  • Ownership of

Customer Onboarding:

Take charge of the customer onboarding process post-sales, focusing on First Active Use, Meaningful Use, and increased Total Active Use.


  • Resolution Expertise: Demonstrate a deep understanding of complex customer needs and lead the resolution of their issues.

Execution:

  • Conduct Webinars and Training: Develop and conduct webinars and create training content for customers at scale.
  • High-

Touch Customer Engagement:
Monitor and identify high-touch customers on a one-on-one basis to ensure their success and adoption with ShareFile.

  • Low-

Touch Customer Engagement:

Digital first approach and engagement to ensure scale, while also setting our customers up for success and reducing churn.


  • Expand account stickiness by ways of further feature adoption and use cases.
  • Problem-Solving: Identify customer problems and propose or implement solutions using a customercentric approach.

Continuous Improvement & Growth:

  • System and

Process Enhancements:
Recommend system and process enhancements to address common customer issues effectively.

  • Identify Expansion Opportunities: Identify expansion opportunities for our products within departments for comprehensive walltowall adoption.
  • Build Customer Advocacy: Foster and maintain relationships with customer advocates.
  • Ensure Customer Adoption and Retention: Prioritize customer adoption and retention through strategic initiatives.

Requirements:

  • Strong understanding of ShareFile products and services or relevant previous SaaS experience
  • The primary goal of a CSE is to ensure customer success. This requires a customercentric mindset and the ability to empathize with customer needs and concerns.
  • CSEs often deal with complex technical issues and should have strong problemsolving skills. They need to diagnose and resolve customer problems efficiently.
  • Proven ability analyzing customer data and triggers to make data driven decisions on what to engage on.
  • Proven experience multitasking 100s of customer accounts to ensure they meet their goals and adoption of ShareFile.
  • Collaboration with other teams, such as sales, marketing, and product development, is often necessary to address customer needs. Being a team player is important.

About Us:


Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world's largest cloud solution providers, serving more than 100 million users around the globe.

When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere.

Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks.

Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

  • Customer Success Engineer

    hace 2 semanas

    San José, San José, Costa Rica Cloud Software Group A tiempo completo

    Now, let's delve into the specifics of this critical role. As a Customer Success Engineer, you are responsible for your Customer Success and Adoption within a portion of the BU contributing to 50% of the ARR. The primary responsibility is to help customers through increased product adoption, identifying expansion opportunities, and cultivating customer...

  • Customer Success Engineer

    hace 2 semanas

    San José, San José, Costa Rica Cloud Software Group A tiempo completo

    Are you a dynamic leader who excels in a startup environment, ready to steer a nimble and innovative team to success? If your answer is a resounding yes, ShareFile wants to engage in a conversation with you We are returning to our roots as a standalone business unit, with a sharp focus on our SaaS business, where we see immense growth potential. This...

  • Manager, Customer Success

    hace 2 semanas

    San José, San José, Costa Rica Smartsheet A tiempo completo

    Smartsheet is looking for a proven leader to help build, operate, and scale our Customer Success team. As Manager of Customer Success , you will build and manage a team of Customer Success professionals and partner with other Managers and Sr Manager of Customer Success in Costa Rica and the Director of Customer Success in the US to execute on the overall...

  • Manager, Customer Success

    hace 2 semanas

    San José, San José, Costa Rica Smartsheet A tiempo completo

    Smartsheet is looking for a proven leader to help build, operate, and scale our Emerging Customer Success team.As Manager of Customer Success, you will build and manage a team of Customer Success professionals and partner with the Manager of Customer Success in Costa Rica and Director of Customer Success in the US to execute on the overall team vision. You...

  • Manager, Customer Success

    hace 2 semanas

    San José, San José, Costa Rica Smartsheet A tiempo completo

    Smartsheet is looking for a proven leader to help build, operate, and scale our Emerging Customer Success team.As Manager of Customer Success, you will build and manage a team of Customer Success professionals and partner with the Manager of Customer Success in Costa Rica and Director of Customer Success in the US to execute on the overall team vision. You...

  • Customer Success Specialist

    hace 2 semanas

    San José, San José, Costa Rica CRG Solutions A tiempo completo

    We are seeking a highly organized and detail-oriented customer success expert to join our team. You will build and maintain strong relationships with our business partners, proactively identify and address any issues, and work closely with cross-functional teams to ensure their success.Key Responsibilities: Act as the primary point of contact for assigned...

  • Customer Success Manager

    hace 2 semanas

    San José, San José, Costa Rica Stage 4 Solutions Inc A tiempo completo

    Customer Success Manager (Remote in Costa Rica)We are looking for an experienced Customer Success Manager (CSM) for a large, global US based B2B Software company. This role will focus on ensuring customers' success by enhancing the customer lifecycle journey, driving adoption of the company's technology, managing support escalations and renewals. The Primary...

  • Supervisor, Customer Success

    hace 1 mes

    San José, San José, Costa Rica Tech Data Costa Rica A tiempo completo

    Job Purpose:The Customer Success Supervisor role is crucial to oversee and manage our Customer Success operations within Customer Management Services. This position aims to understand, lead, and supervise execution plans aligned with our vendors' Customer Success practices. In this distinctive role, the individual will also coach staff, meet specific KPIs,...

  • Supervisor, Customer Success

    hace 4 semanas

    San José, San José, Costa Rica Tech Data Costa Rica A tiempo completo

    Job Purpose:The Customer Success Supervisor role is crucial to oversee and manage our Customer Success operations within Customer Management Services. This position aims to understand, lead, and supervise execution plans aligned with our vendors' Customer Success practices. In this distinctive role, the individual will also coach staff, meet specific KPIs,...

  • Customer Success Manager

    hace 2 semanas

    San José, San José, Costa Rica Cisco Systems A tiempo completo

    The Cisco Contact Center Business Unit is a global leader in contact center solutions. Our software portfolio enables businesses to provide world class customer care to their customer base.The contact center industry is currently going to through several major transformations: rapid transition from premises solutions to clouddelivered solutions, and...

  • Customer Success Manager

    hace 2 semanas

    San José, San José, Costa Rica CommandLink A tiempo completo

    About Command|LinkCommand|Link is a global SaaS Platform providing network, voice services, and IT security solutions, helping corporations consolidate their core infrastructure into a single vendor and layering on a proprietary single pane of glass platform. Command|Link has revolutionized the IT industry by tackling the problems our competitors create. In...

  • Customer Success Manager

    hace 2 semanas

    San José, San José, Costa Rica Curv Group LLC A tiempo completo

    Customer Success RepresentativeReady to dive into a world of innovation and make waves in customer success? We design, manufacture, and distribute groundbreaking products globally, and as we continue to grow, we're on the lookout for motivated individuals to join our vibrant teamAbout Us:With headquarters in Miami and Chicago, USA, we're not just a company;...

  • Customer Success Representative

    hace 2 semanas

    San José, San José, Costa Rica Veeam Software A tiempo completo

    Veeam, the #1 global market leader in data protection and ransomware recovery, is on a mission to empower every organization to achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud.Headquartered in Columbus, Ohio, with offices in more than 30 countries, Veeam protects over 450,000 customers worldwide, who...

  • Customer Success Account Manager

    hace 2 semanas

    San José, San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Customer Success Manager

    hace 2 semanas

    San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    3+ years professional experience with a focus in relationship management and negotiation skills Experience using analytical, sales, and productivity tools including Oracle Business Intelligence, Salesforce, Microsoft Office Suites, Microsoft OneNote, and Microsoft SharePoint. Strong organizational skills including prioritizing, scheduling, time management,...

  • Customer Support Engineer

    hace 2 semanas

    San José, San José, Costa Rica Appvance A tiempo completo

    About the Role:To further accelerate, Appvance is seeking an experienced Customer Support Engineer to join our Customer Success Team. You will be responsible for day-to-day technical interactions with our most high-visibility clients and partners. A major function of this role is collaborating with Development and Services teams to ensure delivery of client...

  • Customer Success Account Management

    hace 2 semanas

    San José, San José, Costa Rica Microsoft A tiempo completo

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Associate Customer Success Manager

    hace 2 semanas

    San José, San José, Costa Rica Syniverse A tiempo completo

    Syniverse is the world's most connected company. Whether we're developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world's most recognized brands. Eight of the...

  • Customer Success Specialist

    hace 2 semanas

    San José, San José, Costa Rica HireLATAM A tiempo completo

    WE ARE HIRING:Customer Success Specialist (LATAM)9 am to 5 pm CDT (Monday through Friday)Overview:This role provides internal support to the sales team, managing contracts, paperwork, renewals, sales metrics, and essential documents. It also involves direct communication with clients to ensure timely payments and assist with required forms, along with...

  • Customer Success Renewal Manager

    hace 2 semanas

    San José, San José, Costa Rica Smartsheet A tiempo completo

    As Customer Success Renewal Manager, you will support the Customer Success Organization in driving a portfolio of customer renewals. The ideal Renewal Manager is an experienced professional with a full understanding of the SaaS contracting space. You will resolve a range of issues in creative ways while mitigating risk and providing a world-class renewal...