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Customer Success Engineer

ActivTrak Austin, TX

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

About ActivTrak:
The sudden rise in remote work models has triggered an increase in the adoption of collaboration tools, an acceleration of digital transformations, and the need for visibility into how work gets done. Legacy metrics for assessing productivity in the workplace alone, are no longer sufficient for making the right business decisions in todays reality. Companies must redefine their tech stack and data-driven dashboards to gain insights into how to inspire employees, boost team efficiency and promote positive outcomes-- all while building a culture based on trust and transparency. Redefining the measurement of performance in the workplace is one of the most important things an organization can do to modernize their workplace. And at ActivTrak, were taking on this challenge.

ActivTrak is a product-led, innovative software company that introduced its award-winning workforce analytics platform in 2015. Our cloud-based platform provides productivity insights into how teams work, improving employee and customer experience, while also enabling better business outcomes. At ActivTrak, we recognize the powerful link between these two concepts and we're on a mission to understand it more every day. Alongside 9500+ paying customers, our team uses the platform internally to assess team and organizational performance, hone product features, develop best practices, streamline processes, invest in new innovations, and promote a culture of immediate feedback and transparency.

We are a fast-growing, agile company with a forward-thinking, inclusive culture. Our teams are encouraged to collaborate daily to solve challenges, create and champion new ideas, and execute initiatives that help global customers and their modern workforces succeed by working better together. Weve grown our team to over 100 people, raised over $70M from some of the best venture capital firms around like Sapphire Ventures and Elsewhere Partners, and have experienced triple digit growth with ARR in eight figures. Customers love our productwith an average rating of 4.7/5 stars across 800+ online reviews.

Requirements

What you will do:
As a Customer Success Engineer, you play an integral role in ActivTraks customer success experience and retention efforts.

Responsibilities include Developing deployment strategies and working as a trusted advisor understanding customers requirements and collectively ensuring the overall success of a customer deployment.

As such a resource, this position will manage the customer journey by first guiding the configuration and technical rollout of the ActivTrak solution leveraging their strong product knowledge and vast experience to help customers do this at scale.

By maintaining a long-term relationship with customers, you will gain an understanding of a customers' business objectives and the impact to the business of fully understanding how employees work and provide guidance to the overall success of the organization.

Successful candidates will have a mix of technical and business skills and understand how to provide customers with best practices accelerating customers' time to value.

Your experience:

Minimum 2 years experience working in a Customer Success, Technical Account Management, or similar customer-focused role

Bilingual (Spanish/English preferred)

Ability to understand software, hardware and network architectures.

Experience with remote software distribution and system management tools.

Experience with SQL

Cloud and Virtualization experience is a plus

Anticipates customer needs and proactively offers solutions and best practices

Excellent communication (verbal and written) skills, with the ability to present to a diverse audience, internally and externally

Strong teamwork and collaboration skills

Passionate about improving the customer experience. Finds new ways to elevate the typical break-fix TSE role into one of customer advocacy, product improvement ideation, and identifying internal process improvements

Troubleshooting ferocity and the ability to find solutions to customer problems, an unwillingness to compromise, grit to stay with an issue until its resolved

Understanding of JSON and how to send payloads to target endpoints via webhooks is a plus

Ability to accurately and consistently update customer records and the reporting of software defects

Benefits

Work environment:

Position is remote within US

Minimal travel

Limited physical demands

We have seven foundational values that are core to who we are and how we work:

Customer-focused: Our customers are the lifeblood of the business

Respectful: Treat everyone with respect, decency and kindness

Innovative: Be bold; experiment and learn/fail fast

Data-driven: Measure what matters most

Open and direct: Engage is open and direct dialogue across teams

Accountable: Be accountable to each other, our customers, our partners and yourself.

Execution-oriented: We value the spirit of debate, new ideas and fast decision-making

This is an incredible opportunity to embark on an exciting journey with an early-stage, dynamic VC-backed company. If you have a positive attitude towards urgency, risk, and challenges that comes with working in a startup environment, then you will be a great fit! To see the many faces of ActivTrak, visit https://activtrak.com/our-team/.

ActivTrak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ActivTrak does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.

ActivTrak

Address

Austin, TX
USA

Industry

Business

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