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Client Success Engineer
3 months ago
Utilize your skills to ensure the success of renowned global brands
As a Client Success Engineer (CSE), you will work alongside your colleagues to tackle intricate technical inquiries and facilitate features/functions that lead to favorable business results for clients. By collaborating closely with Product teams, you will promote best practices within the business sector to improve client experiences and adoption rates. Acting as a vital ally to Client Success Managers and Research & Development teams, you will deliver high-level technical assistance and strategic recommendations. Ultimately, your expertise will foster a feedback mechanism that encourages best practices, enhances tools, and uplifts both client satisfaction and team empowerment. In this dynamic, communicative, and innovative environment, your contributions will have a significant influence on client success and overall business performance.
While no two days will be the same in this role, here’s an overview of your responsibilities:
- Maintain a comprehensive and current understanding of Coveo's platform and its application to specific client environments within their respective business sectors.
- Partner with Subject Matter Experts (SMEs) to convert their insights into effective learning experiences for our Client Success Managers and clients.
- Collaborate with the training services team to develop and refine existing educational and training initiatives and engage in knowledge management creation within respective business sectors.
- Connect Coveo Connect contributors to enhance client self-service and promote community collaboration.
- Provide expert-level support for Client Success Managers in their efforts to drive adoption and utilization of new features, as well as offer consultative feedback regarding implementation improvements or expansion opportunities.
To excel in this position, the following attributes may enhance your success:
- Ability to swiftly comprehend and clearly articulate complex technological and business concepts to diverse audiences.
- Strong process-oriented mindset with exceptional strategic and analytical capabilities.
- Proficiency in translating clients' business challenges and concerns into solution-focused discussions while assessing the impact of the Coveo product.
- Experience in customer support and case management within a technical capacity, demonstrating success in implementing change management.
- A strong enthusiasm for identifying technical solutions that align with clients' business objectives.
- Familiarity with Service and Support operations and related performance indicators is a notable advantage.
- Background in Ecommerce architecture and analytics is a significant plus, as well as experience with Salesforce Service Cloud, Community Cloud, and/or ServiceNow CSM platforms.
