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Senior Customer Success Engineer

Sunnyvale, California, United States

As a Senior Customer Success Engineer, you will help customers recognize the value of the product by helping them deploy the CloudKnox Platform, create processes around the technology, and influence the roadmap of the product to ensure that we can continue to solve not only the problems they have today, but also the problems they will have tomorrow.

What You’ll Do:

  • Lead post-sales effort to ensure new customers are maximizing their return on investment with rapid onboarding and successful technical implementation

  • Partner with the product development team to address technical issues customers face during on-boarding and product use

  • Serve as a customer advocate in influencing feature improvements or enhancements and product roadmap based on customer requirements

  • Identify and achieve targets on renewal rates, customer satisfaction, expansion, upsells and new opportunities in assigned accounts

  • Track accounts to identify churn risk and work actively to eliminate that risk

  • Document customer requirements and review use cases

  • Customer enablement ranging from formal training to constant efforts driving self-sufficiency within your assigned accounts

Your experience:

  • Minimum 5 years of previous experience in Pre-Sales Engineering, Implementation Architecture, Solutions Architecture, Customer Success Engineering, or similar roles for a technical SaaS company is required

  • Fluency working with cloud services (AWS, Azure, Google Cloud) or VMware required

  • Experience working with IAM solutions is a plus

  • Experience with security products is a plus

Skills:

  • Great Listeners & Communicators – actively listening to customers to collect feedback about their experience, usage, and solution ideas

  • The ability to work with, connect to, and influence people

  • Team Players – developing excellent working relationships across internal stakeholders/customers

  • Problem Solvers – quickly and clearly identify issues and proactively determine the next steps for resolution

  • Fluency in understanding and articulating technical subjects to technical and non-technical audiences

  • Proven ability to prioritize activities, set objectives and meet milestones

  • Well organized. Able to deliver project milestones and deliver on-time

  • Experience with project scoping, requirements gathering and software development lifecycles

  • Good analytical skills, conceptual ability, and creativity

  • Able and willing to travel up to 50% as the job requires

Education and Certifications

Bachelor’s Degree in Computer Science or equivalent Experience

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About CLoudKnox

CloudKnox Security Inc. transforms the way enterprises protect their critical cloud resources from insider threats. We empower IAM, security operations, and cloud infrastructure teams to continuously enforce and monitor the principle of least privilege across hybrid and multi-clouds using our patented Activity-based Authorization Protocol. CloudKnox deploys in minutes to deliver granular visibility, actionable insights, and control of machine and human identities with excessive high-risk privileges from day one.

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