The Customer Success Engineers (CSE) at Sisu are part of our post-sale retention team, working in partnership with our Customer Success Managers to guide and empower our platform end-users.

The CSE acts as the technical arm and trusted advisor for our clients post-sale as well as first line of defense for any supported related questions. As a Customer Success Engineer, your goals are centered around the overall success of our customers on the Sisu platform. You’ll spend your time working directly with our client base to troubleshoot issues, help with data connections/transformations, and educate them on how we generate our facts.

As clients become more and more successful with Sisu your role will also entail helping to identify and scope new use cases along with working directly with business champions and executive sponsors. Our Customer Success Engineer will work closely with our Success Manager to demonstrate the value of Sisu in business discussions and as the technical account team partner. Internally, the Success Engineer will work cross-functionally with our sales, product, engineering, and marketing teams.

Responsibilities

• Become a trusted advisor and act as a technical resource for clients for Sisu best practices
• Manage customer issues in Sisu’s support management tool
• Meet Support SLAs
• Create and maintain high CSAT scores
• Create customer-facing documentation and maintain Sisu’s Knowledge base
• Participate and provide feedback during customer QBRs
• Triage and manage customer escalations Work with CSMs to develop and identify new use cases and grow accounts, assist in finding areas where Sisu can deliver value to increase renewals Define internal support processes and iterate towards greatness
• Work closely with the product team to identify customer needs and assist in defining customer roadmap
• Act as a customer advocate internally, develop champions within accounts, and identify potential customer references for the marketing team
• Provide insight and best practices for data management.

Competencies

• Minimum 5 years experience working in customer-facing technical roles (in Support, account management, consulting, or related discipline)
• Experience at a SaaS company or with cloud architectures
• Outstanding communication and customer relationship skills
• Excellent organization skills and ability to multitask in a fast-paced startup environment

Who you are

• Goal oriented, problem solver who understands how the small things fit into the bigger picture
• Dedicated to life-long learning and understands the importance of coaching
• Customer centric! You take the time to gather information about our customer’s experience and think about ways that we can improve that experience
• Team player, you believe and trust the power of winning together 

Nice to have

• Familiarity with the end-to-end data analytics workflow
• Experience with databases and data warehousing
• Languages: SQL
• Demonstrated analytical and problem solving skills, particularly those that apply to analytics and business intelligence
• Bachelor’s degree in computer science or related field.

Sisu is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.