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Customer Success Engineer

SOFY.AI

SOFY.AI

Customer Service, Sales & Business Development
Bellevue, WA, USA · Remote
Posted on Friday, June 30, 2023

Sofy is a modern no-code quality automation platform with a vision to automate Quality, Monitoring and Compliance in the DevOps cycle for Engineering Managers through our SaaS offering. The company had humble beginnings in 2016 as part of the 500 Startups batch and since then we have grown to 2500+ apps tested on the platform, a team of 30+ across the globe and a strong board of independent investors. We are partnered with the best enterprise companies like Microsoft, British Telecom as well as startups like Coinme, service providers like Moolya and more being added every day. Come join us in our mission of making the life of developers and engineering leaders a lot more qualitative.

The ideal candidate is one who has experience with web and mobile-based technologies, is passionate about solving customer needs, with effective written and verbal communications skills that set realistic customer expectations. Additionally, this candidate should have the ability to learn about new technologies and communicate those concepts to customers with varying degrees of technical expertise. As the advocating voice of the customer, you will work closely with the Support, Sales, Pre-Sales, Product, and Services teams.

Responsibilities:

The primary point of contact throughout the customer lifecycle (post-sales)

Work as a support team member, providing incident management and customer problem resolution

Responsible for configuring the needs of major client(s)

Enable the customer to derive the promised business value from our software and services solutions

Onboard the customer following the Sofy structured process

Provide structured and ad hoc training and mentoring as needed

Drive timely resolution of customer issues

Drive customer happiness metrics for satisfaction and loyalty

Constantly innovate and improve processes and procedures and drive friction out of all customer interactions

Troubleshoot issues and collaborate with Engineering (as required) to provide solutions

Team up with the account managers (CSM) to onboard and support our customers

Provide technical guidance and best practices as the subject matter expert in our product

Help write and maintain our internal and external knowledge base

Requirements:

4+ years' experience working with Fortune 1000 accounts in a SaaS environment and a World Class understanding of Customer Success concepts, best practices, and execution strategies

At least 2+ years in a Customer Facing role

1+ years’ experience in Mobile Test Automation

Experience mobile automation tools like Appium or similar tools

Experience analyzing and optimizing the existing processes in the Customer Success team

Must be a fast learner, proactive, able to work independently and take initiative with minimal supervision while hitting deadlines, and having exceptional customer-facing skills.

Experience in working with complex, multi-divisional, multi-geographical customers

Possesses the ability to interface with C-level executives to drive program strategy and ROI

Ability to create and implement processes, policies, and procedures for Customer Success

Must possess careful attention to detail, excellent time management skills and have a remarkable ability to follow through in an organized and effective way

Ability to understand operational and business workflows and turn strategic concepts into actionable plans

Data-driven, highly analytical, process-oriented and execution mindset

Demonstrated desire for continuous learning and improvement

Proficient with or the ability to quickly learn modern project management tools

Accountability and personal organization are essential

Passion for learning new technology and evangelizing to others

PMP (or equivalent) Certified

Excellent verbal and written communication skills in English

Excellent interpersonal skills with good negotiation tactics

Proficient with Microsoft Office Suite

Culture & Benefits

Complete ownership and zero micromanagement are the most important core values at Sofy. We are building a team of people with proven success, we establish trust and let them run the show independently. We agree on plans, we execute fast and we come back to the drawing board- over and over again!

Sofy is a distributed team across North America, East Europe and South-East Asia with the HQ and leadership team based in Seattle. Sofy's culture and philosophy stands for having fun, doing awesome work and being easy-going.

Below are some benefits of joining Sofy:

Remote and flexible working hours

Flat hierarchy and collaborative environment

Paid time off and flexible vacation policy

Join the team early and scale your own function