Customer Success Engineer

hace 2 semanas


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 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 customer-centric 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 wall-to-wall 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 customer-centric mindset and the ability to empathize with customer needs and concerns.
- CSEs often deal with complex technical issues and should have strong problem-solving 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 multi-tasking 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 4 semanas


    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...


  • 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...

  • Customer Success Engineer

    hace 4 semanas


    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...

  • 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 youWe 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...


  • San Francisco, Heredia, Costa Rica Citrix A tiempo completo

    We believe work is not a place, but rather a thing you do.Our technology revolves around this core philosophy.We are relentlessly committed to helping people work and play from anywhere, on any device.Innovation, creativity and a passion for ever-improving performance drive our company and our people forward.We empower the original mobile device: YOU**What...


  • San Francisco, Heredia, Costa Rica Vmware A tiempo completo

    The world is changing fast**VMware **is uniquely positioned to unlock opportunities for people and our planet.We provide the digital foundation for transforming business innovation.This is why you will love being a member of our leading customer-centric team and share in the success of an industry-pioneering company that embraces EPIC2 values.Our 350,000...

  • 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...


  • 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 Engineer

    hace 2 semanas


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

    **About Us**:SentinelOne is defining the future of cybersecurity through our XDR platform that automatically prevents, detects, and responds to threats in real-time.Singularity XDR ingests data and leverages our patented AI models to deliver autonomous protection.With SentinelOne, organizations gain full transparency into everything happening across the...

  • 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...


  • San Francisco, Heredia, Costa Rica Vmware A tiempo completo

    **The Elevator Pitch: Why will you enjoy this new opportunity?**Are you passionate about partnering with IT practitioners, developers, leaders, and executives at globally recognized companies to solve real problems?Do you already possess strong business acumen and technical skills and could come up to speed quickly on VMware's latest solutions?Does helping...


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

    What You'll DoThe Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco's new Customer Experience organization working with our largest customers.The successful leader will directly impact their customers and partners who have purchased Cisco subscription solutions and will provide strategic insights to Cisco cross...

  • Customer Success Manager

    hace 2 semanas


    San José, Costa Rica Appvance.Ai A tiempo completo

    This is an exciting time for Appvance as enterprises are embracing AI to radically improve testing efficacy and product quality.We just secured our Series C round of $13 million to disrupt the $120 billion antiquated software testing market and finished 2021 with over 200% growth.To accelerate our growth, we are seeking an experienced Customer Success...


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

    This is an exciting time for Appvance as enterprises are embracing AI to radically improve testing efficacy and product quality.We just secured our Series C round of $13 million to disrupt the $120 billion antiquated software testing market and finished 2021 with over 200% growth.To accelerate our growth, we are seeking an experienced Customer Success...


  • San Francisco, Heredia, Costa Rica Vmware A tiempo completo

    **Technical Support Engineer Role:**We are seeking a highly skilled and motivated Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for troubleshooting and resolving complex technical issues, working closely with internal stakeholders to resolve customer issues and provide a positive customer...


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

    Mission-driven professionals wanted! At Microsoft Corporation, we're committed to empowering every person and organization on the planet to achieve more. We believe in embracing a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best each day.The Microsoft Customer Experience and Success (CEnS) organization is driving...


  • San Francisco, Heredia, Costa Rica Procore Technologies A tiempo completo

    **Job Overview**We are seeking an experienced **Customer Success Engineer** to join our team at Procore Technologies. This role plays a critical part in driving the success of our customers, focusing on the implementation and adoption of our Procore platform.In this position, you will serve as a subject matter expert throughout the customer journey, from...

  • Customer Success

    hace 5 días


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

    Splunk is here to build a safer and more resilient digital world.The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable.While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place...


  • San José, Costa Rica Cloudera A tiempo completo

    Job Description: The Enterprise Customer Success Manager is a critical role that ensures the ability of Customer Success to scale and provide success activities across all customer segments through a high-ratio, low-touch engagement model. This role focuses primarily on driving retention and adoption, and therefore excels at risk recognition and mitigation...


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

    We're looking for a Compliance Customer Success Representative to join our team at Syniverse. As a customer-facing professional, you will support our professional services for 10 DLC customers and help them understand and implement best practices to reduce spam complaints.**Job Description**The Customer Success Advocate is responsible for managing campaign...