Customer Success Engineer (Junior/Senior)


AP Professionals
Published
May 4, 2021
Location
Rochester, New York
Job Type
Street Address
500 Linden Oaks
City
Rochester, NY

Description

AP Professionals has partnered with a solutions company that is looking to add Customer Success Specialist / Engineers to their growing team at both the Junior and Senior level.  Open due to promotions and growth! The Customer Success Specialist / Engineer will be a resource to customers in order to understand their needs and accurately provide them with solutions. Foster renewals and upsells and gain a deeper understanding of how to help a customer with their needs. Upbeat personality and the ability to adapt required for this customer facing role!

Responsibilities

  • Develop and maintain a knowledge of company’s innovation solutions.
  • Assist in product demonstrations, product training, and customer support for all product lines.
  • Involvement with the full end to end sales process, including assisting with solution design, objection handling, customer needs analysis, and helping to close deals.
  • Serve as the lead for customer feedback and feature requests; assist with prioritization of requested features, enhancements, bug fixes, and development of new solutions.
  • Identify opportunities for the up-sell or cross-sell of other solutions while interacting with customers.
  • Assist with scripting and producing training materials and programs for customers, partners, and internal users including: scheduled product webinars, quarterly release notes, and product trainings.
  • Provide expert technical support for customers and support personnel.

Education

  • Bachelor’s Degree with a science or engineering focus required

Experience

  • Experience with software development, Software as a Service (SaaS), and Cloud based software architecture is a plus.
  • Relevant experience in Product Development, demonstrated with a position in System Engineering, subsystem Engineering, Research, or Product Management.
  • Experience with software development, Software as a Service (SaaS), and Cloud based software architecture is a plus.
  • Patent Experience, especially how patents are used by companies, how new ideas are reviewed, and how patents help companies protect their research investments are a plus.
  • Experience with patent searches and licensing a bonus.
  • Customer experience with large enterprises, with a focus on sales support, technical problem solving, and/or consulting.
  • Consulting experience or experience making presentations and recommendations to organizations.
  • Experience working with databases and queries/natural language search highly desirable.

Knowledge, Skills, Abilities, and Other Characteristics

  • Ability to converse enthusiastically on scientific and technical matters in a variety of disciplines with customers from a diverse variety of backgrounds.
  • A “quick on your feet” nimbleness and the ability to answer “how-to” questions on the fly.
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