Customer Success Engineer, HYCU

• Bachelor’s Degree in Computer Science or Equivalent with 5+ years in technical architecture, consulting/engagement, implementation and design or technical support
• 4+ years of successful experience in SaaS/IT infrastructure/data protection in enterprise and public cloud, preferably with medium-large customers
• Public cloud certifications are a plus (Azure/AWS/GCP)
• Prior experience in solution architecture and/or solution design or strategic consulting
• In-depth knowledge of Hybrid Cloud environment with IaaS and SaaS environment Knowledge of at least one or more public clouds
• Be customer obsessed and be the voice of customer through customer advocacy and work with internal teams to remove any blockers
• Clear and effective communicator. Able to quickly grasp and explain technological and business concepts
• Creative problem-solver and strategic thinker
• Ability to work cross-functionally and converse with all levels of management
• Possess a growth mindset, has a positive outlook, determined to make the customer a successful one
• Strategic thinker who thinks outside the box
• Takes responsibility and ownership for driving successful outcomes
• Team collaborator who can inspire and motivate others
• Hands-on and builders' mentality with an entrepreneurial mindset
• Intellectual curiosity, always open for continuous learning
• Results-driven with a winning attitude
• You must be able to cover Central-West time zones
• You must be able to think critically to solve difficult technical problems and provide solutions that may not be apparent
• The CSE must possess a deep understanding of multi-clouds and data protection and be able to communicate clearly and effectively

Desirable

• As a Customer Success Engineer (CSE), you will be responsible for protecting and growing our SaaS and enterprise cloud customers
• You will help Public Cloud and Enterprise administrators dramatically simplify and streamline their entire data protection stack
• Identifying solutions to make implementation smooth and efficient, as well as sharing best practices that ease adoption and increase the effectiveness of our platform, are all a part of a typical day for our CSEs
• The successful candidate enjoys helping customers overcome challenges and achieve their business outcomes
• Be a customer advocate: foster trust, transparency, and confidence with customers
• Build coalition support (IT and business) with customers
• Demonstrate a clear, detailed understanding of the customer’s technology and business challenges and goals
• Value creator: Identify and articulate HYCU value through demonstrations of customer centricity and examples and help build case studies with these outcomes
• Consumption: Analyze what customers are using versus needs while driving greater consumption of HYCU solution and increase customer value
• Technical acumen: Apply customer needs, technical knowledge, product knowledge and deliver best technical value/architecture and successful deployments
• Leverage social, phone, digital, chat to effectively reach and engage customers
• Learning ability: Maintain technical skills and knowledge per market trends and collaborate with technical community
• Make sure customer needs are met with constant and close collaboration with product management, engineering, and account management teams
• Help drive product adoption, promote customer loyalty and on-time renewal
• Measure customer knowledge on cloud/data protection/SaaS and help deliver enablement through partners
• Meet and exceed target for GRR and net recurring revenue by creating opportunities with customers through trusted advisor/advocacy
• Be a Subject Matter Expert (SME) on HYCU products (enterprise and public cloud solutions)
• Focus on the following KPIs: ensuring the customer is leveraging the solution they invested in