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.
