Customer Success Network Engineer

What We Need

The Customer Success Engineer (Digital Customer Success Manager) is a key member of the Post Sales organization. You have a networking background and an understanding of the troubleshooting process in a mission critical environment. You have a strong interest in a customer facing role; listening to customers, and persevering to assist customers in achieving their goals with NetBrain automation.

What You'll Do

• Engage and evangelize relevant NetBrain use cases to customer portfolio (assigned group of customer accounts)
• Directly help customers achieve automation value/use cases with NetBrain
• Partner with services, support, R&D organization to ensure customer adoption of automation
• Develop and execute customer success plans with customers.
• Work with our Customer Success tools to deliver low touch/tech touch method to interact with our customers
• Train and coach customers to a successful on-boarding process and ongoing usage
• Collaborate with sales on accounts, identify opportunities for expansion

Who You Are

• Current or past experience working in a NOC, or a complex enterprise network environment; (ISP, Cloud provider, MSP, Systems Integrator)
• 2 to 4 years in customer facing role; as a Support Engineer/ Network Engineer/ Technical Project Management / Post-Sale Engineer / Delivery Manager 
• Network Certification Strongly preferred; i.e CCNA, CCNP, JNCIA, JNCIP Have some experience in Windows or Linux administration a plus.
• Must possess a high level of customer service skills. Proven ability to work independently and meet aggressive deadlines. Focus on outcomes rather than tasks.
• Experience with E2E customer facing engagement in Global 5000 customers
• Excellent customer facing skills: training, coaching, time management (managing many concurrent customers) conflict resolution and ability to creatively explain and present complex concepts in an easy to understand manner
• Strong written and verbal communication skills in English, as well as business and technical acumen
• BA/BSc degree in Software Engineering, Computer Science or equivalent experience 
• Basic Knowledge of Linux Operating System.

Nice to have

• Experience with any customer success tool a plus, Gainsight, Marketo etc.
• Experience in customer relations, communication, project management etc