Customer Success Engineer

Position Overview:

We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Success Engineer.

In this role, you will be responsible for ensuring the success and satisfaction of our clients by providing technical support and solutions to their challenges. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for delivering exceptional customer service.

Preferred location, Boulder CO, but other locations are acceptable. Mountain time/Central time work hours required.

Key Responsibilities:

Conduct product demonstrations, onboard training, and updated feature training courses for customers.
Serve as a subject matter expert for our products, providing in-depth knowledge and guidance to customers.
Respond to customer inquiries and provide technical support via phone, email, and chat.
Troubleshoot and resolve customer issues related to our products and services.
Collaborate with the sales and engineering teams to identify and resolve complex technical problems.
Document and track customer support requests and resolutions in our CRM system.
Create and maintain technical documentation and knowledge base articles for customers and internal teams.
Act as a liaison between customers and our product development team, providing feedback and suggestions for product improvements.
Stay up to date with product knowledge and industry trends to provide accurate and timely support to customers.
Develop and maintain strong relationships with key customers, serving as their main point of contact for technical support.

Qualifications:

Bachelor’s degree in computer science, Engineering, or a related field.
Minimum of 5 years of experience in a technical support or customer success role.
Strong understanding of software development and troubleshooting methodologies.
Excellent communication and interpersonal skills, with the ability to build rapport and communicate technical information to non-technical audiences.
Proven track record of delivering exceptional customer service and building long-term relationships.
Ability to multitask and prioritize in a fast-paced environment.
Experience with CRM and help desk software is a plus.

Skills:

Customer Onboarding and Training: Define and lead the customer onboarding process including developing training materials and going onsite to customer locations and training new users.
Best Practice Content: Define and develop customer best practice guides that result in the best possible user experience with the Valid8 platform.
Technical expertise: In-depth knowledge of computer systems, networks, and software applications is essential for this role. Preferably with Enterprise Software.
Proficient in Microsoft Office, specifically Microsoft Excel and other relevant software tools.
Problem-solving: Ability to analyze complex issues and provide effective solutions.
Communication: Excellent communication skills to effectively communicate with both technical and non-technical customers.
Customer service: Strong customer service skills to ensure customer satisfaction and maintain relationships.
Collaboration: Ability to work collaboratively with cross-functional teams to address customer needs and improve products.
Time-management: Strong organizational and time-management skills to effectively prioritize and manage tasks.
Adaptability: Ability to adapt to changing priorities and work in a fast-paced environment.
Attention to detail: Strong attention to detail to accurately document customer issues and resolutions.
Continuous learning: Willingness to continuously learn and stay updated on industry trends and advancements.
Experience with cloud-based technologies and services is a plus.
Knowledge of accounting or auditing, in particular forensic investigations, is a plus.

If you are passionate about providing exceptional customer support and have the technical skills to back it up, we encourage you to apply for the position of Customer Success Engineer. We offer a competitive salary and benefits package, as well as opportunities for a leadership role within our company.