Customer Success Engineer - II - R-22051

Job Family Summary

• Serves as a single point of contact for technical consultation, for a designated customer base
• Provides consulting service to customers, developing technical, tactical and strategic plans, related to systems definition and feasibility determination
• Proposes and implements system enhancements, assessing the compatibility and integration of products/services proposed to ensure an integrated architecture across interdependent technologies
• Provides escalation coverage for dedicated customer base
• Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed

Career Level Summary

• Requires working knowledge and experience in own job discipline and broadens capabilities
• Continues to build knowledge of the company, processes and customers
• Performs a range of assignments related to job discipline
• Uses prescribed guidelines or processes in analyzing situations
• Receives a moderate level of guidance and direction

Key Responsibilities

• Responsible for collaboration with implementation teams with your assigned customers new builds
• Responsible for customer technical documentation: environment runbooks; AMGs and DMGs; architecture diagrams; post sales high level design as part of implementation process
• Responsible for participation and collaboration with CSMs at; ASRs; QBRs; MSRs; creation and implementation of churn mitigation strategies; implementation calls for assigned customers
• Informed on all technical support activities for assigned customers, including maintenance planning/execution, disaster recovery testing, security and compliance auditing,
• Responsible for operational health activities: capacity management, performance review, operational review, risk identification and remediation, assistance with technical migrations and customer environment documentation Customer Success Engineer II Global Job Code:
• Other Incidental tasks related to the job, as necessary. May lead technical projects with manageable risk, that improve customer experience
• P1 technical support including 24 x 7 on call as required

Experience

• 6 - 10 years of experience in the field of role
• Multi-vendor breadth knowledge
• Experience handling multiple tasks/projects
• Experience working directly with key customer stakeholders
• Presenting technical information to wide range of customer stakeholders

Preferred

• Relevant hosting experience
• Working in a managed services environment