Customer Success Engineer

• As a Technical Customer Success Manager, you will play a pivotal role in ensuring our customers achieve maximum value from our products and services. You will be part of a team, that is the primary technical point of contact for our retail customers, providing expert support and guidance throughout the customer lifecycle. This role requires travel abroad for customers’ support

Responsibilities:

• Technical Project Management:
• Oversee the technical implementation lifecycle, from project kickoff to go-live.
• Technical Expertise:
• Serve as a subject matter expert for our technical solutions, including DB experience with MSSQL, Mongo Scripting (for example: power shell)
• Knowledge with MSXML, Jason, different configuration files
• Knowledge with SW distribution tools
• Provide in-depth technical support to customers, including troubleshooting, issue resolution, and system configuration.
• Conduct technical assessments and provide recommendations for system optimization.
• Customer Onboarding:
• Develop and deliver comprehensive onboarding plans for new customers, including system setup, configuration, and training.
• Ensure a smooth transition from sales to implementation.
• Customer Relationship Management:
• Build and maintain strong relationships with customers, acting as their trusted advisor.
• Proactively identify customer needs and opportunities for upselling and cross-selling.
• Product Feedback:
• Gather customer feedback and work closely with the product team to drive product enhancements and new feature development.
• Technical Documentation:
• Create and maintain technical documentation, including user guides, FAQs, and knowledge base articles.

Qualifications:

• Previous experience in software Support (Mandatory) and providing support to the Retail industry (highly desirable)
• Proven experience in a technical customer-facing role, such as customer support, implementation, or consulting.
• Strong understanding of Retail is a BIG added value.
• High proficiency in English as a must
• Proven technical background
• High personal communication skills
• A team player
• Quick and self-learner
• Excellent problem-solving and troubleshooting skills.
• Ability to communicate complex technical concepts to a
• non-technical audience.
• Technical Project management skills.
• Experience working in a fast-paced, dynamic
• environment.
• Bachelor's degree in Computer Science, Engineering, or
• a related field – an advantage