Technical Support Engineer

The Role:

The Customer Success Manager at Halcyon is responsible for the development and execution of operations that ensure high customer satisfaction levels and successful engagement with our platform and products. In this role you will think critically about customer problems and ask the questions that help us better understand how to drive impact for users while providing a world-class SAAS customer experience.

This position while remote will need to work standard hours in the eastern time zone. 

What you will be doing:

• Work side by side with our customers strategically and tactically to resolve their unique problems
• Drive customer engagement, adoption, utilization, and value of products and solutions
• Oversee the customer's on-boarding, adoption, satisfaction, and advocacy across the portfolio to promote best practices and usage of Halcyons products and solutions
• Partner with Sales to help transition the account from Pre-Sales to the Customer Success Management program
• Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to forge a long-term bond throughout their journey with Halcyon
• Serve as a customer advocate in influencing product roadmap and improvements

What you have done:

• 3 to 5 years minimum working in pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption
• Proven technical skills
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
• Experience working with cloud platforms and/or cybersecurity
• Strong technical aptitude and the ability to learn new technology concepts quickly
• Strong knowledge of software platforms and systems used for managing customer relationships