Customer Success Engineer - People Driven Technology, Inc

People Driven Technology, Inc is a fast-growing, family-owned technology integrator delivering innovative IT outcomes across the Midwest. With decades of combined experience in business, technology, and engineering, we focus on creating simple, scalable outcomes for our customers. Guided by values of integrity, passion, and teamwork, we prioritize the success of our customers over revenue, building lasting relationships with both customers and strategic partners.

The Customer Success Engineer (CSE) is an individual that is an expert in taking technical details and translating that into business outcomes. The CSE teams with the Customer Success Manager (CSM) to drive an exceptional client experience. The CSE is the technical counterpart to the equation; using their knowledge to analyze technical data about client IT solutions and formulate actionable recommendations for optimization. The CSE also helps facilitate customer-facing reports, proactively identifies potential issues and is a key contributor to the overall success of the client experience.

What You Would Do

• Support the CSM by generating and translating analytical data about client IT solutions.
• Collaborate with clients to define and track key performance metrics and ensure they are meeting their overall business objectives.
• Aid in creating client-specific Success Plans.
• Participate in periodic business reviews with clients and PDT leadership on customer success outcomes and engagement.
• Understand client business goals and challenges to align technology solutions that drive success and value for the client.
• Work closely with internal teams including Professional Services, Engineering, and Support to ensure customer satisfaction and retention.
• Help monitor scheduled and unplanned support requests to adhere to contracted SLAs, escalating where required.
• Take proactive steps to identify potential issues or optimization opportunities and present those items to clients for consideration.
• Track system software upgrade and patching schedules.
• Maintain client solution documentation with high accuracy and attention to detail.
• Assist with customer-facing reports on support activities and investigating findings.
• Coordinate with Sales and Architects on increasing business opportunities within the account base.
• Perform other duties, as assigned.

What We Are Looking For

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Thrives as an extension of the client’s team.
• Must be self-directed and self-motivated to deliver exceptional client outcomes.
• Proven ability to manage multiple projects at a time while paying strict attention to details.
• Ability to work in a fast-paced and dynamic environment.
• Ability to collaborate in a cohesive team environment.
• Familiarity with ConnectWise PSA or similar PSA platform.
• Excellent at translating technical information to actionable recommendations.
• Relevant exposure to the IT services industry.
• Bachelor's degree in Information Systems or equivalent work experience.
• 3+ years’ experience in a client-facing IT support role.

What We Would Offer You

• Comprehensive medical, dental, and vision plans for you and your dependents.
• 401(k) Retirement Plan with Employer Match, Health Savings Account, Life Insurance, and Long-Term Disability.
• Competitive compensation.
• Collaborative and welcoming office culture.
• Work-life balance and unlimited paid time off.

Recruitment Agency Notification

People Driven Technology, Inc does not accept unsolicited agency resumes. Do not forward resumes to our careers email address, People Driven employees, or any other company location. People Driven Technology, Inc is not responsible for any fees related to unsolicited resumes.

Equal Opportunity Employer

People Driven Technology, Inc is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All hiring decisions are based on merit, qualifications, and our business needs.

People Driven Technology, Inc is dedicated to working with and providing reasonable accommodations to individuals with disabilities. If you need reasonable accommodations because of a disability for any part of the employment process, please contact the recruiter and let us know the nature of your request and your contact information.