Customer Success Engineer

Description

We are looking for a creative and passionate Customer Success Engineer to join the Web & Cloud management group, and be the star of our journey of growth and delighted customers of Smart-1-Cloud (our new Cloud product)

The Customer Success Engineer will own the Customer related technical activities and communications, while being practically part of the Smart-1-Cloud product development team.

Smart-1-Cloud is a new cloud product at the inception phase , in the future the responsibility may expand to additional products in the Security Management area.

Major Responsibilities

• As part of the team you will master and perform all the technical actions needed for this SaaS product to serve the customers properly.
• Be a focal point for escalation from Customer Support (TAC) & Customer Focus Group (CFG) and periodically transfer knowledge and training.
• Proactively approach customers on relevant occasions and maintain a rich dialogue with the customers, understanding and improving their experience.
• Monitor & analyze the Customer journey in various scenarios : On-boarding, Support, Renewal.
• Provide technical and product assistance during the onboarding process for key customers

Desired Background

• Technical degree or certification, knowledge in Network, good system perspective.
• Hands on Scripting experience, no fear from code.
• Well organized, execution capabilities, methodical approach to problem solving.
• Great customer facing skills, ability to document and transfer knowledge, Passion for happy customers.
• Team player with excellent collaboration and communication skills

Nice to have:

• Tech Support/ SOC experience
• Cloud & SaaS experience
• Knowledge at Checkpoint products