Senior Customer Success Engineer, Poppulo
$90-105k
Plus variable
Customer & employee communications experience software
Posted today
Customer & employee communications experience software
501-1000 employees
Posted today
$90-105k
Plus variable
501-1000 employees
Company mission
To help businesses connect people, systems, and ways of working to deepen relationships and move forward together.
Role
Who you are
- Experience in application/workload migration to public cloud providers
- Ability to prioritize work effectively based on issue urgency and importance
- Experience collaborating with channel partners, systems integrators, and third-party developers to deliver high-impact solutions
- Experience collaborating across business units internally and at large enterprises
- Experience translating business requirements into technological solutions
- Excellent communication, presentation, problem solving, and management skills
- Thorough understanding of Enterprise technical infrastructure (networking, access management, server/web technologies, security and industry compliance)
- Proven track record of effective problem resolution and troubleshooting highly diverse technical issues
- Proven ability to independently learn new technologies and become productive within a short time
What the job involves
- As a Customer Success Engineer at Poppulo you will draw on your customer-facing skills and technical expertise to guide clients to successfully engage with all our platform offerings by removing obstacles to enable full utilization and value
- Your previous experience with business intelligence tools, analytics program management, enterprise technology implementation, technical support, strategy development and customer advocacy will play a critical part in your day-to-day work driving success with our most critical customers
- As a Success Engineer, you will regularly engage with diverse stakeholder groups internally and externally, including client executives of large enterprises, cross-functional and geographically dispersed teams, and a broad spectrum of internal departments
- To be successful in this role, you will utilize your relationship management skills and technical credibility to effectively communicate at all levels of the organization and consistently drive customers towards achieving positive business outcomes
- Provide technical guidance and manage timelines, milestones, migration goals, and business transformation strategies for our key customers
- Advocate for customer needs in order to overcome adoption blockers and drive new feature development. Oversee multiple work streams and teams to maintain customer momentum
- Develop relationships with stakeholders to understand a customer’s business and develop strategic roadmaps
- Work with customers, internal support and product teams to guide issues/escalations to resolution
- Develop best practices and assets based on learnings from customer engagements to support initiatives to scale
- Act as the single point of contact during critical situations, working with internal and external stakeholders to determine impact and resolution for all CSE managed accounts during incidents
- Support CSMs globally to ensure clients can overcome technical hurdles to achieve greater business value to secure multiyear renewals
- Function as liaison with engineering in customer impact analysis for new feature and/or functionality
- Participate in special projects, as required, that enhance the quality or efficiency of the CSM Team and support service
Our take
Poppulo delivers the world’s first communications experience platform, Poppulo Harmony, that unites multiple communications channels in one content creation and publishing experience. Through the Harmony platform, businesses can improve both internal and external communications, improving employee engagement and the customer experience.
Poppulo was first launched as an email marketing solution, but it underwent a dramatic rebranding in order to focus on internal communications. This move proved successful, with the company going on to serve thousands of businesses including Santander, Rolls-Royce and Asos. In 2021, a merger with Four Winds saw Poppulo valued at around $1 billion, establishing it as a major player in the communications market.
It was in 2022 that Poppulo released the Harmony platform, adding customer communication capabilities to its employee engagement toolkit, and becoming a one-stop-shop for all its clients' communication needs. Having already secured a significant foothold, the company has been focused on furthering its international expansion while building out its executive team. A round of layoffs in 2023 is certainly not good news, but it does appear to be a result of the wider economic situation rather than anything else.
Steph
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Funding (1 round)
Jan 2019
$35m
LATE VC
Total funding: $35m
Company benefits
- 401K
- Healthcare including dental & vision plans
- Remote-friendly working
- Flexible working hours
- Flexible PTO
- Opportunity to grow and progress
- Great working environment
- ClassPass membership
- Wellbeing programs
- Office events and socials
- Top of the range toolset
Company HQ
Civic Center, Denver, CO
Leadership
Andrew O'Shaughnessy
(CEO)Previously worked as an Independent Consultant for companies including Intel. Was Chairman of the Irish Internet Association.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 5 more jobs at Poppulo