As a Senior Customer Success Engineer at LeanIX, you are an essential part of our company’s growth and success. Combining your advanced technical skills with your passion for ensuring customer satisfaction, you will help us maintain our position as a leader in the Enterprise Architecture space, making a significant impact on our customers’ businesses.
Senior Customer Success Engineer (f/m/d)
Connected remote, based in Brisbane, Australia
WHAT IS WAITING FOR YOU?
- Act as a primary technical contact for our key Enterprise customers, providing high-level support and guidance on the LeanIX product to ensure their success and satisfaction.
- Train and mentor new team members, helping to increase their knowledge and skills in LeanIX and Enterprise Architecture.
- Collaborate closely with Product Management, Engineering, and Sales teams to relay customer feedback and ensure continuous improvement of our product and services.
- Proactively identify potential customer challenges and provide strategic guidance, leveraging industry best practices, driving adoption, and ensuring customer retention.
- Utilize a data-driven approach to analyse customer usage patterns, working closely with other customer success team members to develop and execute tailored engagement plans addressing customers’ needs.
- Deliver efficient support to customers by continuously refining support processes, identifying areas for improvement in response times, and ensuring optimal resource allocation within the APAC team.
- Maintain a thorough understanding of the LeanIX product, staying up-to-date with the latest enhancements and features, and sharing knowledge and insights with the rest of the team.
- You will be part of a vibrant and diverse team committed to helping our customers succeed. You will have the opportunity to make an impact, work with cutting-edge tools and technologies, and grow within a thriving organization.
WHAT ARE WE LOOKING FOR?
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
- 5+ years of experience in a customer-facing technical role, such as Customer Success, Solutions Engineering, or Support with a focus on working with Enterprise customers.
- Expertise in Enterprise Architecture, cloud technologies, SaaS platforms, and integration technologies (e.g., RESTful APIs, web hooks, and iPaaS solutions) is highly desirable.
- Exceptional problem-solving and analytical skills with a proven ability to manage complexities.
- Strong written and verbal communication skills in English.
- Proven track record of leading technical discussions with customers, fostering trust, and driving customer satisfaction.
- Ability to prioritise and manage multiple high-impact tasks, projects, and customer engagements.
- Ability and willingness to travel to customer sites as needed.