Senior Customer Success Engineer

<p><strong>The Basics:</strong></p> <p><span lang="EN-US"><span>The Senior Customer Success </span><span>Engineer</span><span> (CSE)</span><span> is critical to helping customers receive value from their investment in Tanium and to ensure Tanium </span><span>maintains</span><span> its enviable base of high value loyal customers that rely on Tanium to manage all their endpoints. </span></span><span lang="EN-US"><span>Operating in a collaborative team environment with other </span><span>CSEs</span><span>, developers, enterprise services, and sales, </span><span>CSEs</span><span> contribute to each customer’s success by </span></span><span lang="EN-US"><span>leveraging</span></span><span lang="EN-US"><span> best </span></span><span lang="EN-US"><span>practices and their technical </span><span>expertise</span></span><span lang="EN-US"><span> to ensure </span><span>adoption</span><span> of the</span><span> Tanium platform</span><span>, leading </span><span>to</span> <span>re</span><span>newal</span><span> and upsell</span><span> opportunities for their assigned accounts.</span><span> </span></span><span> </span></p> <p><strong>What You'll Do:</strong></p> <ul> <li><span>Leverage your own technical domain expertise and internal technical resources, including engineering and product, support center, knowledge bases, and other internal tools to provide the most effective solutions to customer issues</span><span> </span></li> <li><span>Advocate for the customer by sharing their feedback and use cases to product and engineering, support center, and the rest of the account team</span><span> </span></li> <li><span>Ensure customer success, leading to word-class retention and expansion, through proactive periodic health checks (and if necessary, formal improvement plans), product training, and developing and sharing technical best practices</span><span> </span></li> <li><span>Understand the unique complexity of the customers and segmentation of customers you serve and create the best path to full Tanium platform adoption and expansion, leveraging your understanding of not only the customer’s environment but also insights as to how to overcome obstacles to implement new technologies and integrations</span><span> </span></li> <li><span>Contribute to strategic customer plans for the months and years ahead, while executing your assigned strategies and tactics in coordination with other members of the account team to increase ROI and expand into new solution areas</span><span> </span></li> <li><span>Develop and maintain the necessary relationships with customers to ensure alignment to their business needs</span><span> </span></li> <li><span>Perform activities and data management that help to drive adoption and value against an agreed-upon plan with the customer. This may include artifact creation (including Value Plans for customers), action and risk tracking, enhancement tracking, and updating internal data systems such as Salesforce and/or Gainsight</span><span> </span></li> <li><span>Contribute to strategically focused Executive Business Reviews, alongside Sales, Solution Engineers, and wider account team members</span><span> </span></li> <li><span>Contribute proactively to internal practice development efforts to continually drive maturity and improvement of our Customer Success function</span><span> </span></li> </ul> <p><strong>We're Looking For:</strong></p> <ul> <li><span>Education:</span><span> </span> <ul> <li><span>BA/BS or equivalent experience preferred</span><span> </span></li> </ul> </li> </ul> <ul> <li><span>Experience Required:</span><span> </span> <ul> <li><span>7 plus years of experience in Customer Success, Account Management, Sales, Renewals, or Service Management / Professional Services, preferably in a SaaS business model</span><span> </span></li> <li><span><span>Experience in one or more of the following technical domains: Endpoint Security, Endpoint Support/ Troubleshooting, Incident Response, Systems Management, Utility Scripting (bash, PowerShell, VBScript, Python)</span><span> </span></span><span> </span></li> <li><span><span>Ability to master new concepts and technologies; continually striving to master the Tanium platform and modules</span></span><span> </span></li> <li><span>Demonstrated consulting and project management skills; experience with building strategic relationships that drive business value for customers</span><span> </span></li> <li><span>Tanium Certified Operator (nice to have)</span><span> </span></li> <li><span>Tanium Certified Administrator (nice to have)</span><span> </span></li> </ul> </li> </ul> <ul> <li><span>You are:</span><span> </span> <ul> <li><span> A highly organized self-starter who thrives in a fast-paced environment and is comfortable working in ambiguity</span><span> </span></li> <li><span>Curious, willing to learn from others in your discipline, your customers, and other roles at Tanium</span><span> </span></li> <li><span>Willing to contribute suggestions and idea