Adoption Engineer

Req ID: POS-49029

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Adoption Engineer

  • United Kingdom

Adoption Engineer 

Do you thrive in a startup vibe? Were you built for a small, nimble and dynamic team that's ready to win? If you answered yes, we want to talk to you! ShareFile tried to fit into Citrix and we realized it doesn’t fit. We are now going back to our roots as a standalone business unit to focus on our SaaS business—an area where we see growth potential. This business unit is unique, and we certainly aren’t afraid to stand out from the crowd and tackle the bigger competitors.

Adoption is the key to customer success.  In this role, you will be measured on getting our customers to first time use as well as meaningful active use. In addition, you will train customers on best practices to use our solutions and serve as the point of contact for any non-technical support problems that arise.  The Customer Success Engineer is accountable for retaining customer via adoption, finding expansion opportunities, and building advocacy. You will establish programs and processes, working with stakeholders throughout ShareFile for proactive engagement with customers to continuously deliver value to the customer. The Customer Success Engineer takes responsibility for repeatedly assessing, reporting, and acting on customer health to identify accounts at risk as early as possible and to identity accounts that are prime for expansion.

 

Role Overview:

  • Requires practical knowledge of product or similar customer success roles that have been held.
  • Ensure customer adoption and retention. 
  • Own process post sales and drive the customer to get to First Active Use, Meaningful Use, and increased Total Active Use. 
  • Conduct Webinars and build training content for low-touch customers.  High touch customers will require more of a 1-1 approach to ensure their success with ShareFile, RightSignature, and Podio. 
  • As adoption increases, identify expansion plays from department to department for full wall to wall product adoption.

 

Your Superhero uniform Includes:

  • Experience working with Customer Success teams on SaaS B2B or B2C products
  • Laser focus on solutions and outcomes
  • Multi-tasker at heart
  • Provide strategic and analytic insights in all areas
  • Communicates crisply and with intent
  • Plays independently and well with others

 

Your Superhero Strengths Include:

  • 4 or more years of experience in Customer Success, Support, or related field
  • Bachelor's degree or equivalent experience preferred
  • Requires practical knowledge of product support (ShareFile, RightSignature, and/or Podio) or similar experience from prior customer success roles
  • Responsible for adjusting or recommending enhancements in systems and processes to solve problems or improve effectiveness of job area
  • Understanding of broader complex business needs and focusing resolutions around them 

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.

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