Customer Success Engineer

Job Description and Desired Skills: 

As the Customer Success Engineer, you will collaborate with fellow Technical Account Managers to understand customer requirements and create project plans to exceed customer expectations and advocate on behalf of the customer to ensure the best experience possible. Work proactively to ensure that customers are successfully deploying, using and leveraging Accellion products.

Assist high touch customers in the post-sales cycle with product deployment, training and technical support including troubleshooting technical deployment issues such as network setup. Work directly with customers to assist with implementation of Accellion Application Programming Interfaces including troubleshooting and creating sample source code. As you gain experience, you will the customer liaison with the post-sales installation team to ensure a rapid installation and then guide and lead the customer through deploying the solution to end users.  Success of this role will be measured by the deployment rate at the assigned customers, the renewal and up sell rate of the targeted customers, and the overall satisfaction of the targeted customers.

The job consists or three parts: pre-sales engineering, post-sales technical engineering, and continuous consulting. Most work is done over the phone with some occasional travel to clients, partners & trade shows.

  • Develop project timelines with the customer and drive compliance with the customer; and oversee and lead customer deployment and training sessions.
  • Serve as the first point of contact for our largest customers and help direct inquiries to the right resources within Accellion such as support for non-routine questions, pre-sales or management.
  • Connect on a regular basis to our largest existing customers, perform technical check-ups, perform site visits and/or webinars to guide and inform customers in the successful use of Accellion within their organizations as well as best practices to support implementations anywhere.
  • Respond to customer inquiries and highlighting value, and benefits from a technical perspective.
  • Gather customer feedback, details, and use cases and deliver that to internal organizations as data points to drive product and company direction.
Experience: 
  • Experience in security and/or networking industry.
  • General knowledge of current IT security, messaging and/or collaboration in large enterprises.
  • General knowledge of Desktop and Server operating system configuration, hosted and virtual deployments, TCP/IP networking hardware, protocols, and LAN configuration, knowledge of LAN and WAN technologies, network design and web security architectures.
  • Must have strong technical background and customer orientation and possess and excellent work ethic.
  • Enterprise customer experience.
  • Excellent written and verbal communication skills.
  • Programming skills in .net, Java or C languages.
  • Ideal candidate will come from a security and/or networking industry with 2 or more years of experience in one of the following roles: Post Sales Consultants, and/or Technical Support Engineers or Technical Customer Service, Technical Pre-Sales Engineers, Consulting and Professional Services profiles.
  • Bachelor's degree required in engineering or computer science or equivalent.
  • An estimated 15% travel involved to deliver onsite installations and customer Technical training.
To Apply: 

If you are interested in applying for this job, please send your resume to jobs@accellion.com and include the job title in the subject line.