Customer Success Engineer I : Night Shift

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 conceptual knowledge of theories, practices, and procedures within a job discipline •Performs routine assignments using existing procedures •Receives instruction, guidance and direction from more senior level roles •Entry level to a professional career progression Critical Competencies •Focusing on customers - Identifies individual customer needs by listening to and taking note of direct requests. Develops relationships with individual customers by responding to routine requests satisfactorily. Develops Solutions, based on past experience, to address customer needs •Investigating Issues - Takes advantage of opportunities for gaining new information, developing expertise and acquiring new skills relevant to own job. Does practical tasks well; learns on the job and from what has worked in the past. Demonstrates insightfulness about key issues impeding own work and looks at different ways to approach the improvements •Knowing my organization - Demonstrates basic understanding of the organization's primary product/service offerings. Demonstrates awareness of various internal networks that have an impact on own work. Acts in accordance with the organization's values and related behavioral expectations 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 •Other Incidental tasks related to the job, as necessary •P1 technical support including 24 x 7 on call as required