Customer Success Engineer

4 weeks ago

Vancouver, Canada Jungle Scout Enterprise Full time

As the Customer Success Engineer (CSE), you will be the trusted technical advisor throughout a customer’s lifecycle. You have a deep understanding of our product solutions and will leverage your knowledge to ensure our customers understand and utilize the Jungle Scout suite of tools to their fullest extent. As part of both the pre-sales and post-sales processes the CSE will partner with, and advise, our internal account team (CSM, AM, AE) through product demos and proof of concepts, along with architecting solutions to help customers and prospects realize the value of the platform. Your goal is to help our customer be successful and drive the most value possible from our Jungle Scout offerings.

In the Customer Success Engineer role, you will:

  • Engage with customers in both the pre- and post-sales process to provide deep insights and solve technical issues, often using complex sets of data.
  • Build early stage internal and external proof-of-concepts to best understand customer requirements and demonstrate value to our customers.
  • Understand a customer’s business objectives and commercial strategy to align them with the Jungle Scout Cobalt value proposition and use cases.
  • Work with customers to gain a deep understanding of their business processes, system environments and IT infrastructure to provide for a smooth onboarding.
  • Provide customers with clear proactive technical guidance and expertise across all our products.
  • Ensure customer retention and expansion through relationship building and participation in periodic account reviews to contribute your expertise on technical topics
  • Collaborate with CSMs, Customer Support, Product Mgt and other teams to assist with technical escalations.
  • Drive strategic innovation and promote retention by identifying, creating and delivering additional value to our customer base and serve as a customer advocate to influence product roadmap and improvements.
  • Provide strategic insight to influence our product roadmap, emerging trends, new data sources and white space opportunities in the eComm market, as well as additional use case opportunities.
  • Contribute towards the success of the CS organization through knowledge-sharing activities such as consulting with internal teams, contributing to documentation, answering technical Q&A, and helping iterate on best practices.

Who you are:

  • Customer-facing Experience: You have 3-5 years of post-sales customer-facing experience in the B2B SaaS space (either as part of a Customer Success team, consulting or IT).
  • Technical Skills: You are proficient in a variety of different technical skills, including: API, Excel, SQL, Data visualization tools (ex. PowerBI, Tableau, Google Data Studio), software development for analyzing and processing data.
  • Data Proficiency: You have a demonstrated ability to work with data sets to troubleshoot issues, extract value, and derive insights. Understanding of data models and analytics techniques. You have prior experience with eCommerce data, particularly Amazon data (preferred).
  • Process #Clarity: You have the ability to bring clarity to complex, undocumented processes and inefficiencies through simple descriptions and visuals.
  • #Intrapreneurial: You possess a high level of creativity when it comes to creating out of the box solutions for customers, even if given little direction or requirements.
  • Autonomous: You are a self-starter with the ability to independently manage a project, work to deadlines, and prioritize between competing demands.
  • Collaboration: You are a strong collaborator capable of working effectively within teams.
  • #Excellence and Growth Mindset: You have a passion for learning new technologies and skills that can translate into more production and responsibility.

Bonus Points:

    • Previous CSE experience
    • Programming experience, web development tools
    • Experience working with Amazon advertising data
    • Experience with Jungle Scout
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