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Customer Success Engineer

Logz.io

Logz.io

Customer Service, Sales & Business Development
Tel Aviv-Yafo, Israel
Posted on Thursday, May 9, 2024
The customer success engineer is a key member of the post-sales organization, aligning our observability technologies with the needs of our customers. We are customer obsessed, work hard, and have a team culture that is both entrepreneurial, professional, and fun. This is a technical customer management role in which you will own the long-term relationship with our top logos. The role is Hybrid (3 days from the office) workdays are Monday–Friday

Key Responsibilities:

  • Ensure proper onboarding for new long-tail customers so they have a seamless experience getting started with Logz.io.
  • Execute POCs and identify opportunities for upselling or cross-selling additional products or services to long-tail customers, driving incremental revenue growth.
  • Monitor customer adoption and usage patterns, proactively identifying any barriers to adoption and implementing strategies to address them
  • Serve as the primary point of contact for long-tail customers as their needs arise on an ad-hoc basis
  • Work with Long-Tail Account Managers to develop and execute retention strategies to reduce churn, increase customer loyalty, and ensure renewals

Customer Journey:

  • Develop comprehensive, accessible, self-service resources such as knowledge bases, FAQs, and video tutorials that address common customer inquiries and issues.
  • Implement automated onboarding workflows that guide new long-tail customers through the setup process step-by-step. Use email sequences, in-app messages, or chatbots to deliver personalized onboarding guidance and support based on the customer's specific needs and preferences.
  • Set up trigger-based communications to automatically reach out to long-tail customers at key milestones or touchpoints in their customer journey—check in after they've completed onboarding, reached certain usage milestones, or are up for renewal.
  • Track long-tail customers' usage patterns and behaviors. Set up automated alerts or notifications to flag instances where customers may be experiencing issues or underutilizing the product.
  • Implement automated surveys or feedback forms to gather insights from long-tail customers about their experiences with the product or services.
  • Generate personalized product recommendations for long-tail customers based on their usage history, preferences, and behavior.
  • Automate and streamline repetitive tasks and processes involved in managing long-tail customers.

Requirements:

  • 3+ years of experience as a Customer Success Engineer/Manager/Technical Account Manager/Project Manager/Leading E2E, customer-facing activities with C-Level executives in global customers.
  • Excellent customer-facing skills: training, coaching, discussion management, conflict resolution and ability to creatively explain and present complex concepts in an easy-to-understand manner
  • Vast domain experience in any of the following areas: SaaS services, Cloud Solutions (AWS/Azure/GCP), Log Management and Log Analysis, Big Data (from a data management perspective), Business Intelligence/Web Analytics, Operational Intelligence, AI, and Analysis
  • Strong written and verbal communication skills in English, as well as business and technical acumen.
  • Positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations
  • Travel up to 20%
  • BA/BSc degree in Software Engineering, Computer Science or equivalent experience