enterprise-software big-data enterprise-application
San Francisco

Customer Success Engineer

We’ve built an incredibly powerful analytics platform and need to make sure users are tapping into this power to maximizes Jut’s impact in their organization. Its geeky fun stuff. As this is the sole customer facing team at Jut this role includes the best parts of sales, support and account management. This is a highly technical customer facing role where your product expertise will be a key factor in customer success. And as this is a new team within Jut, this role is an incredible opportunity to completely shape how we engage and support our customers and evaluators. RESPONSIBILITIES Customers, customers, customers -Be the main point of contact for customers and evaluators to ensure an awesome customer experience with Jut - work to delight customers both pre-sale & post-sale -Help customers fix technical challenges (there is little chance of customer delight if the product is not working) -Help customers understand how they could maximize their usage of Jut in their organizations -Deliver product demos and other product centric webinars -Improve the Organization & the Product -Collect, collate and present product feedback from users and work with Product Management and Engineering in order to shape product direction -Develop and execute a backlog of projects and experiments to improve Customer Success metrics -Assist with growth experiments to understand what actions drive adoption and usage and improve evaluator on-boarding, conversion and retention rates -Work closely with product and engineering to achieve the goals above, from a relationship perspective (embody the voice of the customer internally to help shape our decisions) -Cultivate customers success stories for use in website, speaking engagements, etc -Measure & Scale -Help define success measurements for Customer Success including a measure of a customer satisfaction (or NPS), customer conversion and retention and product usage metrics -Scale the impact of Customer Success by creating scalable systems, processes and customer facing material to improve customer experience. Content could include knowledge base articles, tutorials, best practice guides, quick video overviews, solution guides, upgrade guides, etc. REQUIREMENTS You would be a perfect fit if you… -Love getting into deep technology challenges which you can explain in a way your grandparents can understand -Love helping customers fix problems and make the most of technology -Have a proven ability to understand complex technology and articulate the value in a clear manner -Enjoy influencing product development -Relish making data based decisions and recommendations -You’re a natural born communicator and collaborator -Passion, curiosity, a sense of humor and a desire to leave a mark -Have worked selling or supporting web based enterprise software (bonus points for doing this with big data, analytics or database software) -4 or more years in a customer facing sales engineering, technical support or similar role Have a mix of some of these: Technical background including: -Intermediate skills in operating systems & networking -Database experience including Hadoop, no-SQL or SQL -Knowledge of HTML, XML, JavaScript and CSS -Node.js experience -Experience with RESTful API -Basic understanding of UNIX commands (for search, and other command line features) -AWS experience -Experience supporting Java applications -Experience in data analytics / big data -Working knowledge of DevOps, IT automation, build and release management, etc -Bachelor's Degree in Computer Science or equivalent demonstrated experience
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