• Mid-Market Customer Success Engineer

    Job ID
    2018-5167
    Category
    Sales
    Job Location
    US-CA-Santa Clara
  • Overview

    Digital technology is no longer just another tool in the IT, marketing, sales or service toolbox to engage, inspire and attract customers. It is becoming the foundation of entirely new ways of doing business as well as giving rise to entirely new businesses. There could be 100 billion connected devices expected by 2025, leading towards a trillion sensor ecosystem. 1 billion digital natives are expected to join the workforce over the next 7 years. In a hyper-connected era of mobile, social, cloud, big data, and the Internet of Things, future growth will depend on platform business models.

     

    Axway (Euronext: AXW.PA) is a catalyst for transformation. With Axway AMPLIFY™, our cloud-enabled data integration and engagement platform, leading brands better anticipate, adapt and scale to meet ever-changing customer expectations. Our unified, API-first approach connects data from anywhere, fuels millions of apps and delivers real-time analytics to build customer experience networks. From idea to execution, we help make the future possible for more than 11,000 organizations in 100 countries. To learn more about Axway, visit www.axway.com.

     

    Syncplicity is an enterprise-grade file sync-and-share solution that is redefining file access for the modern and mobile workforce. We enable users to access all their files on all their devices, online or offline, with no hassles. With a rich experience and secure access using mobile, web, and desktop, our customers can easily collaborate globally, while their IT departments can maintain the security and control they require.

     

    Axway’s Syncplicity Customer Success Engineer (CSE) is a technical member of the customer success team with a strong pre-sales focus.  With a mission of driving end-user deployment, adoption and engagement, the Customer Success team is maniacally focused on enabling the customer’s IT Department to be the hero, while rolling out Syncplicity to the business.  Your role as Customer Success Engineer is to assist our sales team in evangelizing the Syncplicity solution and in demonstrating how our well-defined use cases can meet the customer’s needs. You will deliver compelling architecture, security, and product presentations and demonstrations as well as closely managing POCs (Proof Of Concepts) for prospects. The CSE may also drive post-sales deployments in conjunction with the post-sales team while discovering new opportunities for the solution. The Syncplicity CSE boasts a robust background in Business Software, is comfortable working at multiple levels of the technology stack, enjoys a hands-on work environment, and has demonstrated prior success in a sales engineering (SE), solution architecture (SA), or a customer success (CSM) role.

     

    This position will be based in our office in Santa Clara, CA. 

    Responsibilities

    • Integral participant in the sales cycle, will be joined at the hip with sales managers to formulate account strategies and win deals.
    • Builds and provides effective presentations and demonstrations to prospects, customers and partners, at both technical and executive levels.
    • Manages Proof of Concept (POC) deployments with prospects, balancing POC processes while adapting to each individual prospect situation
    • Helps to define, document, and manage to satisfaction the prospect’s success criteria within predetermined timelines.
    • Engages with customer’s IT team to implement Syncplicity deployment in a production environment.
    • Maintains long term relationships with strategic customers to drive ongoing expansions.
    • Promotes long term customer success by leveraging best practices to drive end-user adoption and engagement.
    • Becomes an industry SME (Subject Matter Expert) including developing competitive knowledge that can be leveraged in sales situations.
    • Provides solution knowledge, technical guidance and support. Leverages product expertise and industry best practices.
    • Develops solution or technical expertise areas of specialization in addition to maintaining broad solution and industry skills. 
    • Occasional travel within assigned territory.

    Qualifications

    • 2 or more years in a pre-sales customer facing role, possesses “sales DNA”.
    • 2 or more years in a technical role (preferably business software, SaaS, Enterprise File Sync and Share (EFSS), or file transfer solutions).
    • Experience with diverse sets of business IT systems and software.
    • Required skill sets: Excellent communication skills (phone, email, video, IM, etc), Linux, able to use Vi or similar editor.  Basic understanding of Networking, TLS/SSL, Firewalls, load balancers, Network Attached Storage (NAS/NFS/S3), Single Sign On (SSO/SAML), Web Services/REST APIs. Ability to trouble shoot basic technical issues, business infrastructure and security.
    • Desirable skill sets: EFSS, Windows Server, Cloud knowledge (AWS, Azure, etc), Mobile Device Management (MDM), Programing or Scripting knowledge, encryption (openssl, pgp, etc) solutions, Active Directory/LDAP, DLP knowledge, CIFS/SMB, web presentation solutions (WebEx, GoToMeeting, etc), self management.
    • Customer demonstration and presentation experience.
    • Experience completing RFP’s and RFI’s.
    • Technical writing and documentation.
    • Associate Degree, or above, in Business, Engineering, Computer Science or related technical field.

    Axway is an AA and EEO Employer

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