Customer Success Engineer

HYCU•Chicago, IL

1d•$125,000 - $160,000•Hybrid

About The Position

As a Customer Success Engineer (CSE), you will be responsible for protecting and growing our SaaS and enterprise cloud customers. You will help Public Cloud and Enterprise administrators dramatically simplify and streamline their entire data protection stack. Identifying solutions to make implementation smooth and efficient, as well as sharing best practices that ease adoption and increase the effectiveness of our platform, are all a part of a typical day for our CSEs. The successful candidate enjoys helping customers overcome challenges and achieve their business outcomes. You must be able to cover Central-West time zones. You must be able to think critically to solve difficult technical problems and provide solutions that may not be apparent. The CSE must possess a deep understanding of multi-clouds and data protection and be able to communicate clearly and effectively.

Requirements

Bachelor’s Degree in Computer Science or Equivalent with 5+ years in technical architecture, consulting/engagement, implementation and design or technical support
4+ years of successful experience in SaaS/IT infrastructure/data protection in enterprise and public cloud, preferably with medium-large customers
In-depth knowledge of Hybrid Cloud environment with IaaS and SaaS environment Knowledge of at least one or more public clouds
Be customer obsessed and be the voice of customer through customer advocacy and work with internal teams to remove any blockers
Clear and effective communicator. Able to quickly grasp and explain technological and business concepts
Creative problem-solver and strategic thinker
Ability to work cross-functionally and converse with all levels of management
Possess a growth mindset, has a positive outlook, determined to make the customer a successful one

Nice To Haves

Public cloud certifications are a plus (Azure/AWS/GCP)
Prior experience in solution architecture and/or solution design or strategic consulting
B2B SaaS experience
Experience within data protection, cloud-native, security, data storage industries
Drive to build with fast-growing SaaS company

Responsibilities

Be a customer advocate: foster trust, transparency, and confidence with customers
Build coalition support (IT and business) with customers
Demonstrate a clear, detailed understanding of the customer’s technology and business challenges and goals
Value creator: Identify and articulate HYCU value through demonstrations of customer centricity and examples and help build case studies with these outcomes
Consumption: Analyze what customers are using versus needs while driving greater consumption of HYCU solution and increase customer value
Technical acumen: Apply customer needs, technical knowledge, product knowledge and deliver best technical value/architecture and successful deployments
Leverage social, phone, digital, chat to effectively reach and engage customers
Learning ability: Maintain technical skills and knowledge per market trends and collaborate with technical community
Make sure customer needs are met with constant and close collaboration with product management, engineering, and account management teams
Help drive product adoption, promote customer loyalty and on-time renewal
Measure customer knowledge on cloud/data protection/SaaS and help deliver enablement through partners
Meet and exceed target for GRR and net recurring revenue by creating opportunities with customers through trusted advisor/advocacy
Be a Subject Matter Expert (SME) on HYCU products (enterprise and public cloud solutions)
Focus on the following KPIs: ensuring the customer is leveraging the solution they invested in

Benefits

HYCU provides an excellent benefits package including Medical, Dental, Vision, Life Insurance, 401K match, generous time off, and more.
We offer career development programs and an inclusive global culture.
All our employees participate in our equity program.

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