Customer Success Engineer (Remote) - Conexess Group, LLC
Arlington, VA 22203
About the Job
Our History:
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nation-wide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record.
Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to hire, and direct placements. We have a wide range of recruiting capabilities extending from help desk technicians to CIOs. We are also capable of offering project-based work.
Conexess Group is aiding a client in their search for a Customer Success Engineer in a remote capacity. This is a direct hire opportunity with a competitive compensation package.
Responsibilities:
Provide platform training for software admins, and analyst users while
supporting various use cases of the product
Ability to map customer processes, intelligence requirements, and infrastructure into
capabilities/data modeling
Eliminate any customer or internal bottlenecks impeding problem resolution
Working knowledge of 3rd party with the platform in order to drive value
for the customer
Develop an ongoing relationship with the customer and become their advocate for any
feature enhancements or support cases
Provide proactive guidance and encourage adoption of the platform and
assist in the deployment of new product releases
Manage the status and internal and customer communications of service requests,
product requests, defects, customer project plans, etc.
Communicate and coordinate key milestones and deliverables through monthly service
delivery quality, and industry threat assessments and solicit feedback on service delivery
and product capabilities and quality
Manage the logistical aspects of any customer-facing events
Travel to customer sites to expedite problem resolution, provide visibility, facilitate communication and project management initiatives
Work with the Regional Sales Managers (RSMs) and inside sales team to develop upsell sales activities and drive renewals
Interface with Product Managers on behalf of assigned accounts
Set and manage expectations with customer’s senior stakeholders and team members
Qualifications:
3+ years of customer support experience OR experience in the computer network security
industry
Bachelor's Degree or Master's Degree in Computer Science or a related discipline OR equivalent experience
Excellent knowledge of a wide variety of security solutions and technologies, including Linux, network architecture, implementation, and configuration, firewall technologies, proxy technologies, anti-virus, spam and spyware solutions (Gateway and SaaS), malware/security experience
Comprehensive understanding of the intelligence cycle, information needs, collection, organization, and priority intelligence requirements
Comfortable writing API integrations and working with a variety of technologies in a dynamic customer environment
Strong leadership skills with the ability to prioritize and execute in a methodical and disciplined manner
Excellent oral and written communication and presentation skills with the ability to present to a variety of external audiences, including being able to interact with senior executives
The ability to understand and articulate both the business benefits (value proposition) and technical advantages of products and solutions
Desired Qualifications
Experience in training/course creation
Experience scripting in Python
#LI-Remote
#LI-BF1
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nation-wide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record.
Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to hire, and direct placements. We have a wide range of recruiting capabilities extending from help desk technicians to CIOs. We are also capable of offering project-based work.
Conexess Group is aiding a client in their search for a Customer Success Engineer in a remote capacity. This is a direct hire opportunity with a competitive compensation package.
Responsibilities:
Provide platform training for software admins, and analyst users while
supporting various use cases of the product
Ability to map customer processes, intelligence requirements, and infrastructure into
capabilities/data modeling
Eliminate any customer or internal bottlenecks impeding problem resolution
Working knowledge of 3rd party with the platform in order to drive value
for the customer
Develop an ongoing relationship with the customer and become their advocate for any
feature enhancements or support cases
Provide proactive guidance and encourage adoption of the platform and
assist in the deployment of new product releases
Manage the status and internal and customer communications of service requests,
product requests, defects, customer project plans, etc.
Communicate and coordinate key milestones and deliverables through monthly service
delivery quality, and industry threat assessments and solicit feedback on service delivery
and product capabilities and quality
Manage the logistical aspects of any customer-facing events
Travel to customer sites to expedite problem resolution, provide visibility, facilitate communication and project management initiatives
Work with the Regional Sales Managers (RSMs) and inside sales team to develop upsell sales activities and drive renewals
Interface with Product Managers on behalf of assigned accounts
Set and manage expectations with customer’s senior stakeholders and team members
Qualifications:
3+ years of customer support experience OR experience in the computer network security
industry
Bachelor's Degree or Master's Degree in Computer Science or a related discipline OR equivalent experience
Excellent knowledge of a wide variety of security solutions and technologies, including Linux, network architecture, implementation, and configuration, firewall technologies, proxy technologies, anti-virus, spam and spyware solutions (Gateway and SaaS), malware/security experience
Comprehensive understanding of the intelligence cycle, information needs, collection, organization, and priority intelligence requirements
Comfortable writing API integrations and working with a variety of technologies in a dynamic customer environment
Strong leadership skills with the ability to prioritize and execute in a methodical and disciplined manner
Excellent oral and written communication and presentation skills with the ability to present to a variety of external audiences, including being able to interact with senior executives
The ability to understand and articulate both the business benefits (value proposition) and technical advantages of products and solutions
Desired Qualifications
Experience in training/course creation
Experience scripting in Python
#LI-Remote
#LI-BF1
Source : Conexess Group, LLC