Customer Success Engineer

  • Customer Success
  • Remote job

Customer Success Engineer

Job description

Are you inspired to work with global customers across the insurance, banking and mobility industries? Do you want to make an impact with innovative AI solutions whilst making people’s lives safer, healthier and more convenient?

Our Company

At Sentiance, we use data science and machine learning to turn smartphone sensor data into rich behavioral insights. These insights enable our clients across insurance, mobility, wellbeing and commerce industries to create innovative and personalized offerings that contribute to making the life of their users safer, healthier and ultimately more sustainable.

To achieve this it requires state of the art and innovative technologies and innovative minds. At Sentiance, our team strive every day at generating the most valuable and precise users’ behavioral motion insights, predictions models and behavior change models and features. Whether you’re looking to write mobile software code, develop deep-learning algorithms, build product, support our customers, or bring in new business you will be contributing towards a safer more sustainability planet.

The Opportunity

Customer Success Engineers are responsible for the partnership between Sentiance and our clients, driving value realisation and return on the client’s investment.

We are looking for a dynamic, technically inclined Customer Success Engineer, someone who is passionate about mobile, cloud, and big-data technologies and loves to engage with clients. The role is working within the customer success team across the Sentiance customer base to onboard, support and grow many of our exciting and dynamic clients. If you have at least 2 years of experience working with enterprise customers as the vendor-side liaison between data science, engineering and product with the aim of helping customers grow this position may be just be the right fit for you!

What you’ll do:

  • As Customer Success Engineer you are responsible for onboarding, supporting, and growing Sentiance customers as well feeding back to product based on customer needs and demand. Together with the rest of the Customer Success team, you will support sales to demonstrate our technology and identify the opportunities to solve their problems using Sentiance contextual insights and behavior change platform.

  • Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

  • Develop long term client relationships, keyboard facing (technical operations), and develop your own domain expertise by drawing on that of others in a reciprocal environment.

  • Support customer challenges and mobilize resources to address client needs as required.

  • Provide a phenomenal customer experience for all assigned clients and assist them by expanding their usage and adoption of the Sentiance platform

  • Understand the customer needs and relates them to Sentiance capabilities

  • Work closely with Sales Executives and consult with other team members to be sure mutual objectives are met in support of client happiness.

  • Anticipate customer needs by offering new insights and ongoing engagement with direction

  • Coordinate customer support to ensure timely closure of quality issues and project manage professional services requests.

  • Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of internal stakeholders.

  • Communicate consistently with clients throughout the contract lifecycle by calling out relevant issues and balancing their expectations.

  • Maintain existing customer success metrics and data as directed

  • Push support tickets to resolution by engaging colleagues and communicating with external stakeholders.

  • Collaborate, problem solve, and/or strategize upcoming client meetings with team members


What’s needed to succeed:

  • You are fluent in English, both written and spoken

  • Ambitious, reciprocal, very responsible, and passionate about exceeding client expectations

  • Proven track record of successfully managing client relationships and technical projects

  • You have a bachelor’s degree in engineering, computer science or business administration

  • You have 2+ experience in a client-facing role (e.g., Customer Success, Sales engineering, professional services,)

  • You have experience supporting complex cloud solutions

  • You have good technical knowledge of mobile platforms, web technologies and public cloud providers

  • You are an excellent communicator able to present well, both on video calls and in-person meetings

  • You are able to take complicated products and ideas and present them to a wide variety of audiences.

  • You are strong listener partnering with customers in order to fully understand the problem and make sure they adopt the best possible solution

  • You are a fast learner and motivated to become a solution expert

  • You are a strong team player able to build close relationships throughout the various teams

  • You're able to build engaging relationships with clients and know how to influence their long-term strategic direction

Nice to have:

  • Experience with Atlassian products (JIRA and confluence)

  • Experience with dashboarding tools like Kibana, Metabase or similar is a plus

  • Experience with HubSpot CRM

What we offer:

  • The opportunity to develop skills you may never have thought you had in you

  • A unique opportunity to grow your creative and innovative mind

  • Opportunities for ownership and growth to leadership

  • An inspiring hybrid work environment

  • Great team, you will be surrounded by experienced and highly skilled people

  • You can expect an agile and flat structure, flexibility, and openness for the curious.

  • We teach how take opportunities and turn them into real-life solutions