Customer Success Engineer

Company Description

Scaled Agile, Inc., (SAI) helps enterprises thrive in a world of change with SAFe, the most trusted system for learning and practicing agile ways of working. Together, SAFe Studio and SAFe’s proven framework provide everything individuals and teams need to link evolving strategy and execution. SAFe works by building a culture of resiliency that engages employees and focuses on customers so organizations can work with agility. Backed by a global network of partners and community of professionals, SAFe promotes collaboration so today’s leaders can build a better future.

Based in Boulder, Colorado, SAI is a member of the Pledge 1% corporate philanthropy movement. Through this program, SAI contributes to the local community and seeks to inspire and encourage other companies to the same purpose.

Job Description

Overview:

We are seeking a dynamic and results-driven Customer Success Engineer to join our Customer Success team. As a Customer Success Engineer (CSE), you will act as a bridge between our SaaS products and our customers' business needs. You will actively be involved  in the sales and customer success processes, demonstrating the value of our products or services, and providing technical expertise to drive successful sales results. The ideal candidate is a self-motivated professional with a strong technical background, excellent communication skills, and a passion for delivering exceptional customer experiences.

What you’ll be doing: 

• Collaborate with the sales team to understand customer requirements and develop tailored solutions to meet their needs.
• Conduct technical presentations and product demonstrations to showcase the features, capabilities, and benefits of our products or services.
• Create and maintain pre-sales technical documentation, including FAQs, troubleshooting guides, and best practice resources. Share knowledge and insights with the internal team and contribute to the company's knowledge base.
• Articulate complex technical concepts in a clear and concise manner to both technical and non-technical audiences.
• Provide pre-sales support, including responding to inbound customer inquiries, preparing and delivering product demos, and addressing technical concerns.
• Product Feedback and Enhancement: Gather customer feedback on product features, functionality, and usability. Collaborate with the Product Development team to communicate customer requirements, prioritize enhancements, and contribute to the continuous improvement of our offerings.
• Assist in developing sales and customer success strategies and plans, incorporating technical expertise to drive revenue growth.
• Stay up-to-date with industry trends, market dynamics, and competitor offerings to identify potential business opportunities.
• Attend industry events, conferences, and trade shows to promote our products or services and build relationships with potential customers.
• Support post-sales activities, such as implementation, training, and ongoing technical support, as needed.
• Collaborate with the Sales and Customer Success teams to facilitate smooth customer onboarding processes. Assist in configuring, integrating, and deploying our solutions to meet customer requirements. Conduct product training sessions and workshops to ensure customers understand our offerings strongly.

Qualifications

What you’ll bring to the role:

• Proven experience in a sales engineering or technical sales role, preferably within the Software as a Service (SaaS) industry.
• Strong technical background with a solid understanding of software or technical solutions relevant to our products or services.
• Proven experience working with one of these ALM/PLM tools (Jira, Azure DevOps, Rally, Apptio Target Process) as an administrator.
• Comfortable and confident in delivering technical presentations/demos to either external customers or internal teams. 
• Excellent interpersonal and communication skills, with the ability to build rapport with customers and effectively present technical information.
• Strong problem-solving and analytical skills, with the ability to understand complex customer requirements and propose appropriate solutions.
• Ability to work independently and collaboratively in a fast-paced sales environment.
• Able to adapt quickly to changing priorities and capable of operating in an ambiguous environment.
• Able to connect with a diverse audience: executives, senior leaders, middle managers, and individual contributors, both technical and non-technical. 
• Willingness to travel to customer sites and industry events as needed.
• Scaled Agile SAFe Certific