Customer Success Engineer: Job Description Summary: Are you a dynamic leader who excels in a startup environment, ready to steer a nimble and innovative team to success? If your answer is a resounding yes, ShareFile wants to engage in a conversation with you! We are returning to our roots as a standalone business unit, with a sharp focus on our SaaS business, where we see immense growth potential. This business unit is unconventional, unafraid to stand out in the crowd, and take on formidable competitors. Your primary mission is to drive our customers from initial adoption to long-term retention and expansion. As a Customer Success Engineer, you will be responsible for ensuring that our customers not only achieve first-time product use, but also find meaningful and ongoing value in our offerings. You will guide and train our customers on best practices and service as a crucial point of contact for addressing non-technical support issues. Your ultimate objective is to champion our customers throughout their entire journey as a customer. Role Overview: Now, let's delve into the specifics of this critical role. As a Customer Success Engineer, you are responsible for your Customer Success and Adoption within a portion of the BU contributing to 50% of the ARR.  The primary responsibility is to help customers through increased product adoption, identifying expansion opportunities, and cultivating customer advocacy. You will establish customer-centric programs and processes, collaborating with stakeholders across ShareFile to consistently deliver value to our customers. Your role involves continually assessing, reporting, and acting on customer health to identify accounts at risk of churn as early as possible and to pinpoint accounts primed for expansion. Strategy: ·       Track Key Customer Adoption KPIs: Monitor and analyze key customer adoption metrics to drive strategy and improvements. ·       Ownership of Customer Onboarding: Take charge of the customer onboarding process post-sales, focusing on First Active Use, Meaningful Use, and increased Total Active Use. ·       Resolution Expertise: Demonstrate a deep understanding of complex customer needs and lead the resolution of their issues. Execution: ·       Conduct Webinars and Training: Develop and conduct webinars and create training content for customers at scale. ·       High-Touch Customer Engagement: Monitor and identify high-touch customers on a one-on-one basis to ensure their success and adoption with ShareFile. ·       Low-Touch Customer Engagement:  Digital first approach and engagement to ensure scale, while also setting our customers up for success and reducing churn. ·       Expand account stickiness by ways of further feature adoption and use cases. ·       Problem-Solving: Identify customer problems and propose or implement solutions using a customer-centric approach. Continuous Improvement & Growth: ·       System and Process Enhancements: Recommend system and process enhancements to address common customer issues effectively. ·       Identify Expansion Opportunities: Identify expansion opportunities for our products within departments for comprehensive wall-to-wall adoption. ·       Build Customer Advocacy: Foster and maintain relationships with customer advocates. ·       Ensure Customer Adoption and Retention: Prioritize customer adoption and retention through strategic initiatives.   Requirements: ·       Candidate should have 2 or more years of experience in Customer Success, Support, or related field experience. ·       Strong understanding of ShareFile products and services or relevant previous SaaS experience ·       The primary goal of a CSE is to ensure customer success. This requires a customer-centric mindset and the ability to empathize with customer needs and concerns. ·       CSEs often deal with complex technical issues and should have strong problem-solving skills. They need to diagnose and resolve customer problems efficiently. ·       Proven ability analyzing customer data and triggers to make data driven decisions on what to engage on. ·       Proven experience multi-tasking 100’s of customer accounts to ensure they meet their goals and adoption of ShareFile. ·       Collaboration with other teams, such as sales, marketing, and product development, is often necessary to address customer needs. Being a team player is important.   If you are ready to be the driving force behind customer success at ShareFile, we encourage you to apply for the role of Senior Manager of Customer Success Engineering and join us on this exciting journey to make a difference in our customers' lives. ShareFile is all about standing out and making a real impact, and you can be a part of our remarkable team.