Senior Customer Success Engineer

Introduction:

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? 

At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers. 

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive. 

Job Summary  

As a Customer Success Engineer at Poppulo you will draw on your customer-facing skills and technical expertise to guide clients to successfully engage with all our platform offerings by removing obstacles to enable full utilization and value. Your previous experience with business intelligence tools, analytics program management, enterprise technology implementation, technical support, strategy development and customer advocacy will play a critical part in your day-to-day work driving success with our most critical customers. As a Success Engineer, you will regularly engage with diverse stakeholder groups internally and externally, including client executives of large enterprises, cross-functional and geographically dispersed teams, and a broad spectrum of internal departments. To be successful in this role, you will utilize your relationship management skills and technical credibility to effectively communicate at all levels of the organization and consistently drive customers towards achieving positive business outcomes. 

Key Responsibilities  

• Provide technical guidance and manage timelines, milestones, migration goals, and business transformation strategies for our key customers. 

• Advocate for customer needs in order to overcome adoption blockers and drive new feature development. Oversee multiple work streams and teams to maintain customer momentum. 

• Develop relationships with stakeholders to understand a customer’s business and develop strategic roadmaps. 

• Work with customers, internal support and product teams to guide issues/escalations to resolution. 

• Develop best practices and assets based on learnings from customer engagements to support initiatives to scale. 

• Act as the single point of contact during critical situations, working with internal and external stakeholders to determine impact and resolution for all CSE managed accounts during incidents 

• Support CSMs globally to ensure clients can overcome technical hurdles to achieve greater business value to secure multiyear renewals 

• Function as liaison with engineering in customer impact analysis for new feature and/or functionality 

• Participate in special projects, as required, that enhance the quality or efficiency of the CSM Team and support service 

Technical Skills / Competencies  

• Experience in application/workload migration to public cloud providers. 

• Ability to prioritize work effectively based on issue urgency and importance 

• Experience collaborating with channel partners, systems integrators, and third-party developers to deliver high-impact solutions. 

• Experience collaborating across business units internally and at large enterprises. 

• Experience translating business requirements into technological solutions. 

• Excellent communication, presentation, problem solving, and management skills. 

• Thorough understanding of Enterprise technical infrastructure (networking, access management, server/web technologies, security and industry compliance) 

• Proven track record of effective problem resolution and troubleshooting highly diverse technical issues 
• Proven ability to independently learn new technologies and become productive within a short time .

Compensation 

Annual base salary 90,000-105,000 plus variable USD. The base salary range represents the low and high end of the Company's contemplated salary range for this position. Actual salaries will vary and will be based on various factors, such as the candidate’s qualifications, skills, competencies, and geographic location. The salary is one component of Company's total compensation package for employees. Other rewards and benefits include variable compensation, short-term incentives, health insurance (several options to choose from), accident and life insurance, access to the best in class learning and development platforms, flexible work arrangement, to name just a few!

Why Us?

• A “Great Places to Work” listed company – so we really do value people
• Ability to meaningfully impact our business and play a key role in our success
• Flexible PTO and 10 days paid leave.
• Competitive compensation package
• Potential for career advancement in a fast paced growing organization
• Competitive Medical, Dental, and Vision Benefits and Monthly contributions to your Health Savings Account
• 401k with Employer Match
• Fun, flexible working environment
• Maternity, Parental, Adoption and Bereavement Leave. Funding towards adoption costs.
• Life Insurance

Who We Are

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.

We live the Poppulo values each day, as they are key to everything we do.

• Bring Your Best Self
• We show up authentically, are self-aware and always strive to be better.
• See it. Own it. Solve it.
• We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.
• Together We’re Better We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.

Poppulo is an equal opportunity employer.

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