Customer Success Engineer Manager Jobs in Gurgaon,India - 25042802

Job Description:

Simpplr is todays modern employee intranet Our software helps companies connect their workforce by streamlining strategic communications and forging employee connections

The Opportunity As the founding leader of the Technical Implementation Team, (reports to VP Customer Success) you and your team serve as the primary technical resource for customers during the initial implementation and other key customer milestones You and your team are customer-focused, technical experts that enjoy working with customers on detailed product questions and are also capable of strategizing with the customer on big-picture solutions

This role will not only manage the CSEs but also the post-implementation support process and experience We are looking for a leader that is excited about developing people and process to ensure we are managing and building a team of technical experts that will contribute to a world-class Simpplr experience

Your Job Responsibilities Provide direction and coaching to support the growth and success of CSEs
Build, manage and evolve a robust and comprehensive end-to-end support process
Manage, grow and mentor the technical support team while driving exceptional customer satisfaction
Explore, implement, and integrate systems that will help the team scale through tremendous growth
Collaborate with Product and Engineering to ensure resolution to critical issues
Identify trends and research themes to advocate for holistic solutions to improve the customer experience
Create and improve processes to scale technical activities of implementation and upgrades
Produce reports to ensure visibility for critical and common issues
As the team is scaling and getting built we are looking for a player-coach to Provide expert advice to customers during implementation
Work with customers through the upgrade process
Manage technical support queue and provide timely and thorough updates to customers
Serve as a trusted advisor by providing recommendations and sharing best practices
Advocate for customers priorities internally within Simpplr
Work closely with engineering and product teams on escalated technical issues and product roadmap changes/new features
Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Simpplr Support
Provide consultative advice for customers
Coach customers through SSO and other integrations

Your Skill Set 3 years of people management with experience in developing and leading technical support teams
7 years in direct customer-facing support, professional service, or customer success roles
SaaS implementations
Managed various segment sizes SMB / MidMarket / Enterprise Deployments
Experience with working with other functional leaders from Engineering, Product, Sales, etc
Advanced Salesforcecom Admin (certification preferred)
Preferred but not required JIRA / ZenDesk
Other intranet software Jive, Unily, Lumapps, Sharepoint
Database skills
SFDC coding skills (APEX)
Javascript, CSS, HTML
SSO (AD, Okta, OneLogin, etc), understanding of Oauth, SAML, etc

Other great things about you You have successfully built, trained and developed technical teams
You have created processes that improve both the customer experience and increase productivity of your team
You are a customer-focused, technical expert who is responsible for executing and delivering our customer success offering You are technically competent, business-oriented, and highly customer-centric
Specifically looking to join an early start-up for the opportunity and the culture
Enjoy helping customers with detailed product questions but also like to strategize with customers on big-picture solutions
Attracted to the beginning stages of building out the CS / Support function (team/processes etc)
You have a good energy that contributes to a positive work environment and a great customer experience
Like to multi-task and can switch gears between different types of customers and different type of activities
You proactively implement/execute on new ideas when you see something can be improved or created
You enjoy working with different functions both internally and externally as you can appreciate each role and bring different perspectives into your discussions

The Simpplr Story In 2014, HR technology leader Workday realized there wasnt an intranet technology that aligned with its missionto put people at the center of enterprise software Rather than settle, Workday turned to the founders of Simpplr to develop a modern intranet And our company was born

Today, Simpplr partners with leading brands, including AAA, DocuSign, Eurostar, and Columbia University, our customers are achieving measurable productivity gains, increased employee engagement, and retention, and accelerated business performance

Simpplr is headquartered in Redwood Shores, CA and Gurgaon, India, and is backed by Norwest Venture Partners and Salesforce Ventures

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