Senior Customer Success Engineer (Device42)

Company Description

About Freshworks & Device42

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Device42 is the most comprehensive agentless discovery system for Hybrid IT available today. Device42 can continuously discover, map and optimize infrastructure and applications across data centers and cloud, providing accurate views of your IT ecosystem. Customers in more than 60 countries use these capabilities as they manage and modernize IT infrastructures and application landscapes and adopt DevOps practices.

Job Description

​​​​​​​Device42 Customer Success Engineers enable our largest and most strategic customers to
quickly realize business value through the implementation of our software. Our Customer
Success Engineers combine technology expertise, process discipline, and passion for customer
success to drive fast time to value for our customers.

Responsibilities:

• Achieve fast time to value for our customers by helping our key customers through our Installation & Configuration (I&C) of their Device42 software

• Partner with our Customer Success Managers to drive customer success and business value recognition, including potential upsell and expansion opportunities

• Champion and advocate for the customer at every turn – escalating issues and working cross functionally to ensure the needs of the customer are met

• Establish strong working relationships with all clients, request regular feedback, and reinforce business value gained through product usage including presentations of current & upgraded features

• Manage ongoing call cadence with customers until I&C is complete and customers are in production, discovering assets, including training customer teams on the product functionality and its features

• Anticipate risks and barriers to pre- and post-launch customer engagement with the Device42 products

• Analyze & synthesize product feedback from customer correspondence and effectively communicate to the Device42 product team.

• Conduct ad-hoc alignment meetings with customers and internal product teams to brainstorm solutions as new challenges arise & provide customer feedback to the respective parties as needed

• Work with our Partners to build strong relationships and enable their success with our customers

• Accurately report key customer metrics including adoption, production status, and risk to ensure visibility into customer health

Qualifications

• 5-7+ years of technical implementation, professional services, systems engineer, or similar experience, preferably in multi cloud environments or IT infrastructure
• Able to translate technical complexities to a diverse audience
• Excellent listener and communicator who is adept at cultivating relationships internally and externally; clear and effective written and verbal communication
• Comfortable leading meetings/discussions both internally and externally.
• Ability to navigate competing priorities in a fast-paced start-up environment
• Experience managing a higher volume of accounts while supporting and prioritizing customers based on needs and driving technical success
• A willingness to work cross functionally - whether it be partnering with support to escalate customer issues, product and development to communicate customer request timelines, or sales to drive additional business
• Enterprise ITSM and Discovery software experience, deep enterprise application stack knowledge
• Experience with Hypervisors, Cloud providers, Windows and Linux administration,
• Networking, and Storage. Bonus points for experience with ServiceNow and/or Jira

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.